FAQ
I can’t sign in.
Sign in with the mobile number on your account. Superinsight texts an SMS code to that number.
- Open Superinsight and enter that Mobile Phone number, including the country code
- Click Sign In, then enter the code in the SMS code: dialog and click Submit
- If you recently changed your mobile number, use the new number
- If the text does not arrive, follow Sign in
Still stuck? Contact us through Live Help or email
My file isn’t uploading or processing.
- Confirm the file is a supported type and under 2 GB. See What files can I upload?
- Check that the file finished selecting / uploading
- Wait a moment — larger medical records can take longer to process
- Refresh the page and check whether the file status changed
- Try uploading again if it failed
- If it still fails, tell Support the file name and what you see on screen
My report is taking a long time.
- Open the case and check the report status
- If the status is Action Required, follow My report says Action Required
- Wait for processing to finish before downloading
- 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.
The report uses the credits on the case’s organization.
- Open the case and confirm which organization it belongs to. See Manage organizations
- Open Subscription, select that organization, and confirm it has an active plan and credits. See Manage subscription and Credit usage
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:
- Open or install Superinsight
- Follow the Quickstart Guide
- Explore the How To Guide for specific tasks
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 |
| Sign in | Sign in |
| Change the email on my account | Change your email |
| Update my phone number | Change your mobile number |
| Cancel my subscription | Cancel your subscription |
| Update my payment method | Update your payment method |
| See what’s new | Release Notes |
Still stuck?
Visit our support page for more help!