Troubleshooting

Find the app you are using, then the problem. Each fix starts with the quickest thing to try. If none of them works, see Contact and support.

Web app and account

I cannot get past “Verify your email”

Ultrathink opens only once your email address is verified.

1. Look for the verification email, including in your spam or junk folder.
2. Click the link in it, then go back to Ultrathink and click I’ve verified my email.
3. No email? Click Resend verification email and wait a minute.

I cannot sign in

1. Check the email address for typos.
2. Click Forgot password? on the sign-in page to get a reset link. Check your spam folder if it does not arrive.
3. Try a private browser window, in case an old session is in the way.

A password needs at least 8 characters, with an upper case letter, a lower case letter and a number.

New entries are not showing

1. Click the refresh button in the page header. If you cannot see it, switch on Refresh button in Settings > Grid.
2. Reload the page.
3. Check the page’s filters. A filter chip in the header may be hiding the entry. Remove it, or clear the search bar with Esc.
4. Sign out and sign in again. Signing out clears the copy of your entries kept on this device, so the app loads them fresh.

The app is slow

1. Close tabs you are not using.
2. Reload the page.
3. Try another browser, or switch off other browser extensions for a moment.

I cannot open the work plan, AI search or Settings > Entities

These are part of the Pro plan. See Plans and billing.

AI

An entry is stuck or the AI pass failed

1. Open the entry. If the AI pass failed, a strip at the foot of the detail panel says where it stopped. Point at the sentence to see the error.
2. Click Run again.
3. A very large file can take a few minutes. Give it time before trying again.

Nothing is being summarised

1. On the Free plan, the AI uses your own OpenAI API key. Add it in Settings > Integrations. Ultrathink checks it with OpenAI when you save it.
2. Check that Disable AI processing is off in Settings > Detail panel.

The AI keeps adding a topic I do not want

Remove it from the entry. A topic you remove stays removed. To clean up many entries at once, use the health panel on the Topics page. See Topics.

AI search

AI search found nothing, or missed something

1. Try other words, and be specific.
2. A brand new entry may still be processing. Wait for the AI pass to finish.
3. AI search reads your newest entries up to your entry limit. Raise Entry limit in Settings > AI search to reach further back.

The search did not finish

Click Retry on the Search page.

See AI search for how it works.

Browser extension

Saves are failing

When a save fails, the extension keeps it and shows ! on its icon. Open the extension to see what failed, then click Retry, or Dismiss to drop it.

If saves keep failing:

1. Check the device key. Right-click the extension icon, choose Options and check the key is pasted in full.
2. Check the key has not been revoked in Settings > Device keys. If it has, create a new one. A key is only shown once, so you cannot copy an old one again.
3. If you switched on API access for this key, set its permissions to Read and write. A Read only key cannot save from any app.

See Connect an app with a device key.

Nothing happens on some pages

Browsers do not let extensions run on their own pages, such as chrome:// pages, the extension store and some other protected pages. Try another page. On a normal page, reload it and try again.

The extension icon is missing

1. Click the jigsaw piece in the browser toolbar and pin Ultrathink.
2. Check the extension is switched on at chrome://extensions.

Tips for reporting an extension problem

Open chrome://extensions, find Ultrathink and look for an Errors link. Copy what it says into your report.

Desktop app

“No device key - saves will fail”

The desktop app has no device key yet. Copy a key from Settings > Device keys in the web app, then choose Set Device Key from Clipboard from the desktop app’s tray menu. See Desktop app: install and connect.

A save failed

When something does not save, the desktop app shows a red banner that says what did not save and why. Your note and captures stay in the app, so nothing is lost. Point at the banner for more detail.

• “Not saved: you’re offline. It will retry.” It tries again by itself, and at once when you are back online. Click Retry now to try straight away.
• “Not saved: too many saves.” or “Not saved: server problem.” It tries again by itself.
• “Not saved: sign in again.” The device key was refused. Copy a new key from Settings > Device keys, choose Set Device Key from Clipboard in the tray menu, then click Retry.
• Any other reason: fix what it says, then click Retry.

A file will not drop or upload

• Files can be up to 50 MB, and audio and video up to 200 MB. Larger files are refused.
• Some file types cannot be saved. The app says so when you drop one.
• An audio upload that fails shows Upload failed, will retry. Click Retry now to try straight away.

Screenshots or recordings do not work on a Mac

Give the desktop app permission in System Settings > Privacy & Security:

• Screen Recording for screenshots.
• Microphone for recordings.

Quit and reopen the desktop app after granting a permission.

Recording a call’s audio needs Windows. On a Mac, the desktop app records your microphone.

Windows warns about the installer

Windows may show a warning before it runs the installer. Click More info, then Run anyway.

Task reminders

Reminders never appear

1. Reminders are off until you turn them on. Go to Settings > Notifications and switch on Remind me about my tasks.
2. Reminders come from the desktop app, so it must be installed and running. Update it to the latest version from Settings > Downloads.
3. Check Quiet hours and Weekdays only in Settings > Notifications.
4. Check the desktop app’s tray menu. Show reminders on this computer must be ticked, and if notifications are paused, choose Resume notifications.
5. Click Send a test reminder to check this computer can show one.

Only tasks due today or overdue are reminded, and never tasks that are done.

Reminders show on the wrong computer

If you use the desktop app on more than one computer, only one of them shows each reminder: one you have used in the last few minutes. To stop a computer showing reminders at all, untick Show reminders on this computer in its tray menu.

See Task reminders.

API and MCP

The API and the MCP server answer with a status code when something is wrong:

Rate limits are the same for every Pro account. See API: getting started and MCP server.

On your phone

An iPhone app is coming soon. Until then, use the web app on your phone. See On your phone.

Still stuck?

See Contact and support.