Troubleshooting

Fixes for the most common issues across the extension, apps, and AI features.

Most issues fall into a few buckets. If none of these help, email support@sortlyai.app with what you were doing and which platform you're on.

Sign-in & sync

I signed in but my library is empty / not syncing.

• Confirm you're signed into the same account on every surface (extension, apps, dashboard).
• Pull to refresh (mobile) or reload the page (web).
• Sign out and back in if a session got stuck.

Browser extension

The extension icon does nothing / I'm not signed in.

• Click the icon and sign in; pin the icon so it's visible.
• Reload the page after installing or updating the extension.

"On this page" shows nothing.

• The related-items lookup is a paid-plan feature; the free saved-check still works.
• The extension never checks incognito or non-web pages, and caches per URL for a short time.

Saving & capture

A page saved without a title or summary.

• Some sites block metadata fetching; you can edit the title yourself.
• AI summaries and suggested tags are paid-plan features.

A file won't upload.

• Check your storage usage in Settings: you may be at your plan's limit.

Media transcription

Transcription failed. Common causes SortlyAI will name for you:

• The video has no captions to read.
• The source is DRM-protected (most Spotify) and can't be transcribed.
• The episode is larger than the size limit.
• You've used your transcription quota for the period. See Plans & pricing.

PDF highlighting

I don't see a highlight option in the PDF.

• Make sure you opened the file with Open & Highlight (not "Open externally").
• Select text first: the highlight action appears once there's a selection. On Mac you can also right-click the selection → Save Highlight to SortlyAI.

Meetings (Mac)

No desktop reminder before my meeting.

• Open Meetings and Connect Calendar (grant full calendar access).
• Turn on Meeting reminders.
• Reminders are for events with other attendees, a couple of minutes before they start.

Ask your library

The chat can't find something I saved.

• Very recent saves may need a moment to be indexed; try again shortly.
• Make sure the item actually has text (a scanned PDF with no text layer isn't readable).
• Check you haven't hit your message limit for the period.