Troubleshooting
Find your problem in the following sections. If none of them helps, contact your admin. For who to contact about what, see Get help.
Signing in
I didn’t get the sign-in email
- Wait a minute or two, and then check your spam or junk folder. Sign-in emails
come from
no-reply@sanitized.aiwith the subject Your Sanitized AI sign-in link. - Check the address the extension or sign-in page shows. If it’s wrong, click Use a different email.
- Ask for a new link. Each new link replaces the previous one.
The link says it’s invalid, expired, or already used
Links work once and expire after 15 minutes. Ask for a new link and open it right away.
If new links often arrive already used, your email security system might be
opening links to check them. Ask your IT team to let links from
no-reply@sanitized.ai through.
I opened the link, but the extension still isn’t signed in
The link has to be opened in the same browser, on the same computer, where the extension is installed. If you opened it elsewhere, you see This sign-in link is for the Sanitized AI browser extension, and the extension did not pick it up. Ask for a new link from the extension and open it in the right browser.
In Firefox, also check that the extension is turned on in about:addons.
”Your account hasn’t been activated yet”
Your admin added you but hasn’t activated your account. Ask them to activate it. You get a welcome email when it’s done.
”This email is not authorized to sign in”
- Check for typos in your email address.
- Check your internet connection. The extension shows this message when it can’t reach Sanitized AI.
- If both are fine, your account might not exist or might be disabled. Contact your admin.
”Can’t reach Sanitized AI”
The extension couldn’t connect to Sanitized AI. Check your internet connection and try again.
Signing in with Google, Microsoft, or Okta doesn’t work
| What you see | What to do |
|---|---|
| Sign-in was cancelled | The sign-in window was closed. Start again. |
| Sign-in timed out | You have 5 minutes to finish. Start again. |
| A sign-in is already in progress | Finish the sign-in window that’s already open, or wait a few minutes. |
| Dashboard only accounts can’t use the browser extension | Your account has Dashboard only access, which doesn’t include the extension. Sign in to the web dashboard instead. |
| Organization seat limit reached | Your organization has no free seats. Contact your admin. |
| A message that starts with Request failed with status code | Sanitized AI refused the sign-in. Your account might not be active, your organization might be out of seats, or your account might be Dashboard only, which can’t use the extension. Contact your admin. |
| This sign-in flow has expired or isn’t allowed (Firefox) | Start again from the extension. If it happens again, contact your admin for the same reasons. |
For the messages on the web sign-in page, see Signing in.
My language changed after I signed in
When you sign in, the extension switches to the language saved on your account. To change it, click EN or FR in the extension window. Your choice is saved to your account.
The extension
The icon is grey
You’re signed out. Click the icon and sign in. See Install and sign in.
I was signed out
Your organization decides how long you stay signed in. You can also be signed out if your admin signed you out of all devices, or if your account changed. Click the icon and sign in again.
I can’t find the extension, or I can’t remove it
If your IT team installed it for you, it might be in the browser’s extensions menu instead of the toolbar, and you can’t remove it. To keep the icon visible, pin it. See Install and sign in.
”Managed extension configuration required”
Your IT team installed the extension, but its setup isn’t complete. Contact your IT team and send them the list of fields the message shows.
”Couldn’t load your stats.”
Check your internet connection. If it keeps happening, sign out and sign in again.
Warnings
No warning appears when I test
Work through these checks in order:
- Are you signed in? The icon should be in colour, not grey.
- Is this AI tool protected? On a protected website, the icon shows a green dot. If there’s no dot, your organization doesn’t protect that tool.
- Did you reload the page? After you install or sign in to the extension, reload any AI tool tabs that were already open.
- Are you in a private window? Extensions are off in private windows unless you allow them. See Private and incognito windows.
- Does your test contain protected data? Try a made-up name and phone number together, such as Call Jane Doe at (514) 555-0134.
- Is your organization monitoring only? Some organizations, or some rules, record events without showing a warning. Your admin can tell you.
”Security Check Unavailable” keeps appearing
The extension couldn’t check your prompt, so it didn’t send it. Try these fixes:
- Reload the page. This fixes it after the extension updates.
- Click the Sanitized AI icon. If you’re asked to sign in, sign in again.
- Check your internet connection.
If it still happens, contact your admin.
A file wasn’t attached
The extension held the file back because it contains sensitive data or couldn’t be checked. See When a file is flagged.
The web dashboard
I see “Your account is active” instead of a dashboard
You’re a Member, and Members don’t have a dashboard: the extension is what protects you. If you should see your team’s activity, ask your admin to set the people who report to you. See Roles and access levels.
I can’t open a page I used to see
Your access level or reporting line might have changed. Pages you can’t use take you to Overview. Ask your admin.