Troubleshooting Common Issues
Having trouble with CredFolio? Find solutions to common issues below. If your problem isn't listed here, start a chat with our support team.
Login & Authentication Issues
I Can't Log In to My Account
If you can't log in to your CredFolio account, try these solutions:
Double-check your email address for typos
Use the Forgot Password link to reset your password
If you signed up with Google, click Sign in with Google instead
Clear your browser cache and cookies
Try a different browser or incognito/private mode
I'm Not Receiving Password Reset Emails
If password reset emails aren't arriving:
Check your spam/junk folder
Add
[email protected]to your contactsVerify you're using the correct email address
Wait a few minutes—emails can sometimes be delayed
Try requesting the reset again
My Session Keeps Expiring
If you're being logged out frequently:
Enable cookies for credfolio.ai in your browser settings
Disable browser extensions that block cookies
Check if your browser is set to clear cookies on close
Document Upload Issues
My Document Won't Upload
If your document upload fails, check these common causes:
File size must be under 50 MB
File format must be PDF, JPG, PNG, or WebP
Your internet connection may be unstable
Try a different browser (Chrome recommended)
Disable browser extensions that might interfere
My Upload Is Stuck at "Processing"
If your upload is stuck processing:
Wait a few minutes—larger files take longer to process
Don't close the browser tab during upload
If stuck for more than 5 minutes, refresh the page and try again
Try uploading a smaller file to test your connection
The AI Extracted Wrong Information
If AI extraction wasn't accurate:
Edit the extracted data before confirming
Ensure documents are clear and readable
PDF files generally produce better results than photos
Use a scanner app to improve image quality
Tip: For best AI extraction results, use clear PDF documents without watermarks or heavy backgrounds.
CME Tracking Issues
My CME Credits Aren't Showing Up
If your CME credits aren't appearing in your dashboard:
Verify you clicked Confirm after the document uploaded
Check that the document was classified as CME/CE
Ensure your license is set up in Settings → Licenses
Verify the CME completion date falls within your current renewal cycle
Wrong Credit Hours Were Calculated
If credit hours are incorrect:
Edit the document details to correct the hours
Check if hours were partially allocated to another license
Verify the credit type matches what you expected
A Special Topic Wasn't Recognized
If a special topic (like MATE Act or Ethics) wasn't automatically detected:
During upload confirmation, manually tag the special topic
Edit the document later to add the topic tag
Ensure the certificate clearly states the topic type
Account & Billing Issues
I Was Charged Incorrectly
If you believe you were charged incorrectly:
Check your subscription settings to verify your plan
Review your billing history for duplicate charges
Contact support with your transaction details and we'll investigate
I Can't Upgrade My Plan
If you're having trouble upgrading:
Verify your payment method is valid
Check that your card hasn't expired
Try a different payment method
Contact your bank to ensure transactions aren't being blocked
How Do I Cancel My Subscription?
To cancel your subscription:
Go to Settings → Subscription
Click Manage Subscription
Select Cancel Subscription
Confirm your cancellation
Your access continues until the end of your current billing period.
Performance Issues
The App Is Running Slowly
If CredFolio is slow or unresponsive:
Clear your browser cache
Close unused browser tabs
Disable browser extensions temporarily
Try a different browser (Chrome recommended)
Check your internet connection speed
Pages Aren't Loading
If pages won't load:
Refresh the page
Check if credfolio.ai is accessible from a different device
Clear browser cache and cookies
Try incognito/private browsing mode
Check status.credfolio.ai for system status
Still Need Help?
If you couldn't find a solution above, we're here to help:
Click the chat widget in the bottom-right corner
Describe your issue in detail
Include any error messages you see
Faster Support: Include screenshots and your browser/device information when contacting support. This helps us resolve your issue more quickly.