FAQ
Why do I only see “No valid licence” after signing in?
Section titled “Why do I only see “No valid licence” after signing in?”The tenant’s licence is missing, has expired or does not match the hardware ID. Tenant administrators can reach the Licence page even while the tenant is blocked and renew the licence themselves — see licensing.
Why is my upload rejected?
Section titled “Why is my upload rejected?”Office files containing macros are always rejected; external references and OLE objects only if the project disallows them. For password-protected PDFs, processing fails at first — the password can be supplied afterwards through the error list in the project view. See storing and managing documents.
Can the recipient of an export restore redacted content?
Section titled “Can the recipient of an export restore redacted content?”No. In the Edited export mode, redactions are irreversible — the text layer is removed as well. Pseudonyms, by contrast, can only be resolved inside the system, through re-identification. See downloading and exporting.
Why is a term not redacted even though it is in the dictionary?
Section titled “Why is a term not redacted even though it is in the dictionary?”Check the following: is the entry active? Is the term on the exception list? Do the type and the tolerance match (OCR variants need a tolerance above 0)? The priority rules are described under dictionary, exceptions and detection.
Why has a document suddenly become “Approved (outdated)”?
Section titled “Why has a document suddenly become “Approved (outdated)”?”The dictionary was changed after approval. Use “Approve again” to confirm the current state — see workflows.
Why does signing in report “Too many attempts…”?
Section titled “Why does signing in report “Too many attempts…”?”Rate limiting has kicked in — wait about a minute and try again. This applies to all sign-in pages.