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Common Issues and Fixes

Troubleshooting

Before You Start

Most issues on Metaintro can be resolved in a few minutes with the steps below. If you've tried everything here and the problem persists, you have two easy ways to reach a real person:

  • From inside any Thread: Tap the + button next to the chat bar and select Request Team Help. A member of our team will jump into the conversation.
  • By email: Write to support@metaintro.com and we'll help you directly.

Login Problems

Trouble signing in is the most common issue users run into. Here's how to work through it:

Use the Right Sign-In Method

If you originally signed up using Google or another social provider, clicking Forgot Password won't help — there's no password to reset. Use the same social sign-in button you used when you created your account.

Reset Your Password

If you registered with an email and password:

  1. Go to the sign-in page.
  2. Click Forgot Password.
  3. Check your inbox (and spam folder) for the reset link.
  4. Create a new password and try signing in again.

Reset links expire after a short period, so if yours has timed out, just request a new one.

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Clear Cookies and Cache

Stale session data can block login attempts. Clear your browser cookies for metaintro.com, reload the page, and try again. In most browsers you can do this from Settings → Privacy → Clear browsing data.

2FA Isn't Working

If you've enabled two-factor authentication and your code isn't being accepted:

  • Check your device's time. Authenticator app codes depend on accurate system time — if your phone clock is off by more than a minute, codes won't match. Enable automatic time sync in your phone settings.
  • Try a backup code. On the 2FA screen, click Use a backup code and enter one of the 10 codes you saved when you set up 2FA.
  • Lost both your authenticator app and your backup codes? Contact support at support@metaintro.com. Recovery may take up to one business day for security reasons.

For more on 2FA, see Two-Factor Authentication (2FA).

Resume Upload Issues

If your resume fails to upload or process correctly, check the following:

  • File format — Metaintro accepts PDF, DOC, and DOCX. Images, plain text, and scanned PDFs aren't supported.
  • File size — Keep your resume under 10 MB and 10 pages. Large files with embedded images or graphics may exceed the limit.
  • Text-based file — Scanned PDFs (where the text is actually an image) can't be parsed. Save your resume directly from your word processor instead.
  • Browser extensions — Ad blockers and strict privacy extensions sometimes interfere with file uploads. Try a different browser or temporarily disable extensions.
  • Internet connection — Uploads can fail silently on unstable connections. Make sure you have a reliable connection before retrying.

If the upload succeeds but the parsed content looks incorrect, you can correct any field directly using the Edit tab in the resume preview panel — no need to re-upload.

For a full upload walkthrough, see How to Upload Your Resume to Threads.

Search Not Returning Results

When a Thread or job search comes back empty, it usually means the filters are too narrow. Try these adjustments:

  • Broaden your filters. Open the filter panel next to the chat bar and remove one or two criteria at a time. Salary and location are often the most restrictive.
  • Check location settings. A city-level filter will exclude remote-only listings unless "Remote" is explicitly included. If you're open to remote, make sure that's selected.
  • Use different keywords. Try synonyms or broader job titles. "Software engineer" returns more results than "full-stack TypeScript developer."
  • Start a new Thread. If your current Thread has accumulated many filters through conversation, starting fresh gives Marsh a clean slate.
  • Upload your resume. If you haven't already, uploading your resume gives Marsh much more context and often surfaces relevant roles your filters alone would miss.

Generate Resume or Team Help Isn't Showing Up

Both features live in the + menu next to the chat bar inside a Thread. If you don't see them:

  • Make sure you're inside a Thread, not on the homepage. The + menu only appears in active conversations.
  • Refresh the page. A quick reload usually brings missing menu items back.
  • Try a supported browser. Extensions and outdated browsers can hide UI elements.
  • Check your account. If you're on an organization workspace with restricted features, certain options may be disabled. Contact your admin or reach out to support.

Notification Problems

Not receiving the alerts you expect? Walk through these checks:

In-App Notifications

  • Open Settings → Notifications and make sure the categories you care about are toggled on.
  • Check the notification center (bell icon). Alerts may be arriving but not triggering a visual badge if you've already viewed the panel recently.

Email Notifications

  • Check your spam or promotions folder.
  • Add no-reply@metaintro.com to your contacts to prevent future filtering.
  • Verify that the email address on your account is correct and accessible.
  • Ensure email notifications are enabled in Settings → Notifications.
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Performance and Slow Loading

If Metaintro feels slow or unresponsive:

  • Close unused tabs. A dozen open tabs can starve any web app of memory.
  • Restart your browser. A fresh browser session often clears up sluggishness.
  • Clear your cache. Over time, cached data can bloat and slow things down.
  • Disable heavy extensions. Ad blockers, privacy tools, and developer extensions can all slow down rich web apps.
  • Check your internet connection. Run a quick speed test — Metaintro needs a reliable connection to stream AI responses in real time.
  • Switch to desktop if you're on mobile and experiencing lag in long Threads.

Browser Compatibility

Metaintro is optimized for the latest versions of:

  • Google Chrome (recommended)
  • Mozilla Firefox
  • Apple Safari
  • Microsoft Edge

Older browsers or those with aggressive content blockers may experience layout issues or broken features. If something looks off, try updating your browser or temporarily disabling extensions.

Mobile vs. Desktop Differences

Metaintro works on both mobile and desktop browsers, but there are a few differences worth knowing:

  • Sidebar navigation is hidden by default on mobile and accessible via the menu icon.
  • File uploads work on mobile, but desktop is smoother — you can drag and drop, and the file picker is easier to navigate.
  • Long Thread conversations can scroll more slowly on mobile. For extended sessions or resume editing, desktop is the better choice.

For the best overall experience, we recommend using a desktop or laptop browser. Mobile is great for quick checks and follow-ups.

Frequently Asked Questions

Q. I think I found a bug — where do I report it?

The fastest way is to open any Thread, tap the + button, and select Request Team Help. Describe what you were doing when the bug appeared, include any error messages, and a real person from the Metaintro team will jump in. You can also email support@metaintro.com directly if you'd prefer.

Q. Marsh is giving me strange or inaccurate answers. What should I do?

Like any AI, Marsh can occasionally make mistakes — especially on very niche topics or rapidly changing information. If a response looks off, try rephrasing your question, providing more context, or starting a new Thread with a clean slate. If the issue persists, use Request Team Help so a real person can step in.

Q. How long does it take to hear back from support?

We typically respond within one business day. Urgent issues like account access or billing problems are prioritized and picked up faster. Flagging directly from inside a Thread is often the quickest route because we can see your full context immediately.

What to do next

Still Need Help?

If none of the steps above resolve your issue, reach out to our team:

We typically respond within one business day on weekdays.

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