FAQ

I can’t sign in.

1. Confirm you’re using the correct email for your Superinsight account
2. Try resetting your password if prompted
3. If you recently changed your email or phone number, make sure it’s verified
4. Still stuck? Contact us through Live Help or email

My file isn’t uploading or processing.

1. Check that the file finished selecting / uploading
2. Wait a moment — larger medical records can take longer to process
3. Refresh the page and check whether the file status changed
4. Try uploading again if it failed
5. If it still fails, tell Support the file name and what you see on screen

My report is taking a long time.

1. Open the case and check the report status
2. Wait for processing to finish before downloading
3. If it stays stuck for a long time, contact Support with the case name and report type

My report is not building, even though I have credits.

1. Your report may be built under the wrong organiation
2. Double check to see that the organization you belong to has a billing plan and/or active credits

Can I upload password-protected documents?

Yes, you upload password-protected PDFs! When you select an encrypted file, Superinsight will prompt you for the password so it can unlock and process the document.

What is the difference between a Group and an Organization?

Organization — Your firm’s account in Superinsight. It holds your subscription and credits, and every case must belong to an organization. Organization owners invite members and manage the member roster.

Group — A workspace for collaboration. Create groups to share cases with specific people, set access permissions on documents, reports, and contacts, and work together on files. To collaborate with organization members on cases, create a group and invite them — or use Import from Organization to add members quickly.

For step-by-step instructions, see Manage Organizations and Manage Groups.

I don’t know where to start.

Begin here:

1. Open or install Superinsight
2. Follow the Quickstart Guide
3. Explore the How To Guide for specific tasks

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Helpful guides

I want to…	Go here
Create my first case and report	Quickstart
Open or install Superinsight	Installation
Learn a specific feature	How To Guide
Understand credits	Credit Usage
Manage my subscription	Subscription
See what’s new	Release Notes

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Still stuck?

Visit our support page for more help!