This section covers the most common issues users encounter and how to resolve them.
File upload stuck or failed
If a file upload appears stuck or fails to complete:
Check the file format. Only .xlsx, .xls, and .csv files are supported for data uploads. PDFs are supported for the Knowledge Base.
Check the file size. Very large files may take longer to process. If the upload times out, try splitting the file into smaller parts.
Refresh the page. Sometimes the progress indicator loses sync with the background task. Refresh and check the Document Library to see if the file actually processed successfully.
Try uploading again. Temporary network issues can interrupt uploads. If the problem persists after a second attempt, contact support.
Integration shows "Not Connected" or "Expiring Soon"
If an integration displays a warning status:
"Not Connected" means the connection has been lost. This usually happens when authentication tokens expire or credentials are revoked. Go to Settings > Integrations, find the affected integration, and reconnect by following the setup flow again.
"Expiring Soon" means the authentication token is approaching its expiration date. Reconnect the integration before it expires to avoid any gap in data syncing.
After reconnecting, trigger a manual sync to ensure your data is up to date.
AI response seems incomplete or inaccurate
If the AI provides an answer that does not seem right:
Rephrase the question. Be more specific about what you are asking. Include the time period, metric name, or data source if relevant.
Check the data source. Ensure the integration or file containing the relevant data is connected and recently synced.
Check for ambiguity. Questions with multiple possible interpretations may yield unexpected results. Narrowing the scope helps.
Report the issue. If the response is clearly wrong, contact support with the exact question and response so the team can investigate and improve the system.
Cannot access a section (permissions issue)
If a menu item or feature is missing or you receive an "access denied" message:
Your role may not include permissions for that section. Ask your organization's Admin to check your role assignment in Settings > User Management.
If your role was recently changed, try logging out and back in for the updated permissions to take effect.
Dashboard widgets show "Error" or "No data"
"Error" usually indicates a problem with the underlying data source. Check that the relevant integration is connected and has synced recently. If the integration is healthy, try refreshing the dashboard.
"No data" means the widget's query returned no results for the selected time period or filters. Try adjusting the date range or KPI selection. If you expect data to be present, verify the integration has completed its initial sync.
Slow performance or loading issues
If the platform feels slow:
Check your internet connection. Butterflai is a cloud-based platform, and performance depends on network quality.
Clear your browser cache. Stale cached data can sometimes cause display or loading issues.
Try a different browser. Butterflai works best on modern browsers (Chrome, Firefox, Edge, Safari).
Check for large datasets. Dashboards with many widgets or queries spanning very large datasets may take longer to load.
If slowness persists, contact support with details about which pages or actions are affected.
Password reset email not received
If you requested a password reset but did not receive the email:
Check your spam or junk folder. Automated emails sometimes get filtered.
Verify the email address. Make sure you entered the exact email associated with your Butterflai account.
Wait a few minutes. Email delivery can be delayed. Allow up to 5 minutes before trying again.
Try again. If the email still does not arrive, request a new reset link.
Contact your Admin. If the problem continues, your organization's administrator can assist with account access.