FAQ
Account
Section titled “Account”I didn’t get the verification email
Section titled “I didn’t get the verification email”Check your spam and promotions folders. If you entered the wrong address, sign up again with the correct one. If the verification link has expired, you can resend the verification email from the login screen.
I can’t sign in
Section titled “I can’t sign in”- If you signed up with email, first make sure you completed email verification.
- After several wrong passwords, sign-in may be blocked for a while to protect your account. Wait a moment and try again.
- If you signed up with Google, use Sign in with Google instead of a password. To use email login too, sign in and create a password in Settings.
I forgot my password
Section titled “I forgot my password”The app has no password reset. Contact us through Help & feedback at the bottom-right of the app. If you can still sign in, you can change your password in Settings.
I want to delete my account
Section titled “I want to delete my account”The app has no account deletion. Contact us through Help & feedback at the bottom-right of the app.
Workspaces
Section titled “Workspaces”I can’t accept an invitation
Section titled “I can’t accept an invitation”An invitation can be accepted only by the account with the invited email address. If you’re signed in with another account, select Log out and sign in with another account. Invitation links are valid for 7 days, so if yours has expired, ask the person who invited you to send it again.
I can’t invite members
Section titled “I can’t invite members”Owners and admins can invite members on every plan. Guest invites are available only on Plus and Business. Free has no member headcount limit; on Plus and Business, members can join up to purchased seats. Seats are used at acceptance; pending invitations and guests don’t use seats. If all paid seats are taken, add seats or invite as a guest. See Workspaces and members and Plans and limits.
Can I leave a workspace or change its owner?
Section titled “Can I leave a workspace or change its owner?”Neither is supported right now. If you need to leave a workspace, ask an owner or admin to remove you.
It’s stuck on “Saving…”
Section titled “It’s stuck on “Saving…””First check your network connection and wait a moment. If the problem continues, try saving immediately with Ctrl+S (Mac: Cmd+S). Once the status shows Saved, refresh the page. Your content is kept up to the last save.
What happens to the notes in a folder I delete?
Section titled “What happens to the notes in a folder I delete?”The notes aren’t deleted; they move to the top level.
Can I restore a deleted note?
Section titled “Can I restore a deleted note?”Regular notes aren’t erased right away; they move to Trash. Open Trash in the notes sidebar and restore them within the retention period. Admins and owners can permanently delete notes before the period ends. See Trash and restoring notes for exceptions and permissions.
Signed notes can’t be deleted, to preserve the record.
Image uploads fail
Section titled “Image uploads fail”Check that the image is 10MB or smaller and is a JPEG/PNG/WebP/GIF file. The workspace’s image storage may also be full: Free plans can store up to 500MB, and Plus and Business plans up to 20GB. See Plans and limits.
Why don’t some images show “Extract text”?
Section titled “Why don’t some images show “Extract text”?”Extract text works only on images uploaded to MashNote’s own storage. External-URL images added by pasting from the clipboard and similar don’t show the hover button or the block options menu item.
Save the image as a file and upload it to MashNote directly to use text extraction. See Importing images and PDFs for details.
I can’t import a PDF
Section titled “I can’t import a PDF”PDFs must be 100MB or smaller, and corrupted or password-protected files may not be readable. In that case, the app shows Could not read the PDF. The file may be corrupted or password-protected.
You can import up to 10 pages at a time. For a longer PDF, split the range and import several times. See Importing images and PDFs for the whole process.
It says to try again in a moment
Section titled “It says to try again in a moment”Request limit exceeded. Please try again in a moment. appears when you send many requests in a short time. Wait a little and try again.
It says I’ve used up my AI usage
Section titled “It says I’ve used up my AI usage”This message appears when a workspace has used all of this month’s AI credits:
You’ve used all of this month’s AI credits. They reset on the 1st of each month.
Credits reset on the 1st of each month. Plus and Business share workspace credits based on purchased seats. For the same seat count, Business includes more credits. See Plans and limits.
Can I choose an AI model on Free?
Section titled “Can I choose an AI model on Free?”In agent chats, you can choose Auto, Claude Haiku 5.5, GPT-6 Luna or GPT-5.6 Terra. Plus offers every model except GPT-6 Astra; Business offers every model. The server automatically chooses models for AI Assist, OCR and other features. See Model multipliers and Auto.
How do I know whether the AI is searching?
Section titled “How do I know whether the AI is searching?”When the AI decides an answer needs sources, it searches the web and scholarly databases on its own. While it works, a status such as “Searching the web…” appears, and the sources it used come with the answer.
Can other members or admins see my AI Cortex?
Section titled “Can other members or admins see my AI Cortex?”No. AI Cortex is a personal record created separately for each user in each workspace, and only you can open yours. Admins and owners can’t see other people’s AI Cortex either. Guests can’t use AI Cortex.
AI Cortex didn’t organize my recent activity
Section titled “AI Cortex didn’t organize my recent activity”- On the AI Cortex screen, check that auto-organize is on and check the status of the last run.
- Check that your activity in My Mash is assigned to the current workspace.
Unassignedactivity isn’t collected. - If it shows
Monthly usage limit exceeded, wait until monthly AI usage resets or check your plan. - For a temporary provider or internal error, run it again with Organize now. A failed run doesn’t change existing documents or the collection point.
See AI Cortex for what it collects and how to fix each status.
Billing
Section titled “Billing”Where do I pay?
Section titled “Where do I pay?”Billing is per workspace. Go to the Account menu → the gear on the workspace’s row ({name} settings) → Workspace settings → Billing tab to check the plan and upgrade. See Plans and limits.
Who can pay?
Section titled “Who can pay?”Only a workspace’s owners and admins can upgrade, register or change the card, and cancel. Members can only view the Billing tab.
I have more billing questions
Section titled “I have more billing questions”See the Billing FAQ for payment methods, cancellation, trial codes and more. About refunds:
Guidance on this topic is being prepared. In the meantime, contact us through Help & feedback at the bottom-right of the app.
Need more help?
Section titled “Need more help?”Send questions or feedback with the Help & feedback button at the bottom-right of the app.