FAQ

Short answers to common questions about Intelligence, grouped by topic. Each answer links to the article with the full details. If your question isn’t here, try troubleshooting or contact us.

Account and sign-in

How do I create an account?

Open the sign-up page, enter your name and email address, and choose Just me (your own space, with your own brands and credits) or My organization (a team space you administer and invite people to). We email you a 6-digit code, valid for 20 minutes, and your account exists once you enter it and set a password. Temporary mailboxes aren’t accepted. See create an account.

Someone invited me. What do I do?

Open the link in the invitation email. The page reads Join followed by the organization’s name: choose a password, accept the Terms of Service and click Join and sign in. If you already have an account and are signed in, click Accept the invitation instead. You join with the role and access the person who invited you chose. See users and invitations.

Why does the sign-in page ask me for a code?

Your organization switched on Code by email at sign-in. After your password, a 6-digit code is mailed to your sign-in address and is valid for 10 minutes. Tick Trust this browser for 30 days and that browser only asks for your password for the next 30 days. See sign-in and security.

How do I change my password or my sign-in email?

Go to Settings > Security. The Login email tab changes the address you sign in with and the Password tab changes your password. Your current password is checked again before either change is applied. See profile and password.

Can I change the language, time zone, or theme?

Yes, in Settings. Language sets the interface language on your account, from the languages your organization offers. Date and time sets your time zone and date and time formats, and Appearance switches between light and dark for the browser you’re on. See date, time, language and theme.

I forgot my password. What now?

Click Forgot password? on the sign-in page and enter your sign-in email. If an account exists for it, a reset link is on its way; it works once. Check your spam folder if nothing arrives. See sign-in and security.

Can I delete my account?

There’s no delete button for people in the app. An administrator can deactivate your login instead: you’re signed out and can’t sign in again, but your account and your work are kept, and the login can be reactivated at any time. If you want your account removed, write to the team through Contact us.

Brands and organizations

What’s the difference between an organization and a brand?

An organization is your company’s space in Intelligence, holding its members and its credits. A brand is one of the brands you work on inside it, with its own voice, content, and data. See organizations and brands.

Do I have to pick a brand to work?

No. You can work on no brand, one brand, or several. Pick none and Ask Intelligence and the agents read only your organization’s own data. Pick several and they read all of them together in one run. The brand picker sits at the top of the left menu. See brands.

Why can’t I see a brand my colleague sees?

You only see the brands you’ve been given access to, and that access also decides what data you can read, including in Ask Intelligence. Ask your administrator to give you the brand. See data access and privacy.

What is a personal account?

When you sign up with Just me, you get a personal organization with you as its only member. It works like any organization, with its own brands and credits, and you’re its administrator. There’s no one to invite and no shared credits. See organizations.

Credits and billing

If one particular charge puzzles you, start with your usage log: it lists every paid run with what it was billed.

How does pricing work?

You pay as you go with prepaid credits, where one credit is one US dollar. Each AI run and data call is paid from your balance, and its cost appears on the run itself. When the balance reaches zero, AI features stop until more credits are bought; the rest of the app keeps working. See credits and costs.

How do I buy credits?

Open Billing > Buy Credits. You can pay by card, Alipay, or WeChat Pay, from $10 to $1,000 at a time, and every purchase comes with an invoice you can download on Billing > Invoices. You accept the Terms of Service before your first purchase. See buy credits.

Can I know what a run will cost before I start it?

Roughly, yes. The model picker next to the run button shows each model’s price per million tokens read and per million written, and image and video forms show what the settings you picked will cost. Text runs are billed on the tokens they really use, so a long brief costs more than a short one on the same model. The exact amount appears on the run when it finishes. See what costs credits.

Who is named on my invoices?

Credits bought for the organization are always invoiced to the organization. When you buy credits for your own account, you choose at purchase whether the invoice is made out to you or to your organization, and Settings > Invoices holds the name and address printed on your personal invoices. Only administrators see the organization’s invoices. See invoices.

Can credits be topped up automatically?

That’s what automatic top-up is for. It buys more credits when your balance runs low, so a long run isn’t cut short. It needs a saved card, because Alipay and WeChat Pay can’t be charged without you. See automatic top-up.

What’s the difference between shared credits and my own credits?

An organization buys credits into one shared balance, and an administrator gives each member a daily allowance on it that resets at midnight UTC. New members start with no allowance. Credits you buy for your own account are yours, with no cap, and they’re used once your shared allowance is gone. See shared credits.

What costs credits?

AI runs (text, images, video, Ask Intelligence, agents, the Playground), live search data, answers a service desk gives your customers, posts published on X, and file storage in the Assets Library. Posts on LinkedIn, Facebook, Instagram, and TikTok cost nothing to publish. See what costs credits.

Why is storage billed?

Keeping files costs money, so what you store is charged daily from your credits, and downloads are charged too. The Assets Library page shows how much you store. Deleting a file stops its storage being billed from the next day. See storage costs.

Where do I see what I’ve spent?

Every run shows its cost when it finishes. Your own history is in Settings > Activity log, and Billing > Usage lists the paid calls you’re allowed to see. See usage log.

AI and models

Which AI models can I use?

Intelligence offers models from several makers, such as OpenAI, Anthropic and Google, and each feature offers a list of them. Next to the button that runs a feature, a model picker shows each model with its price per million tokens read and per million written, so you choose with the cost in view. Your choice is remembered for that feature. See AI models.

Who decides which models are offered?

Your organization’s administrators, on Admin > AI Models. They set, module by module and page by page, which models people can choose and which one runs by default. See AI models for admins.

Does a failed AI run cost anything?

When a model provider is busy, down, or unavailable, you see a message saying Nothing was charged. Try again in a minute, or pick another model. See troubleshooting.

Can Ask Intelligence search the web?

Yes, when web search is allowed for your organization and the model you picked has its own web search. Without it, Ask Intelligence answers only from your organization’s data. If the switch is greyed out, it tells you why. See data and web search.

Can I compare models?

Yes, in the Playground. Compare sends one message to up to three models side by side, each showing its own cost. See Playground.

What are skills?

Think of a skill as a standing instruction for the AI, a house style, say, or a checklist. They belong to your organization or to you personally, never to a brand, and yours override the organization’s. See skills.

Data and privacy

These answers are short on purpose. The linked article has the full rules.

Can other customers see my data?

No. Each organization’s data is kept to that organization. Inside it, Ask Intelligence and the agents answer only from what the person asking is allowed to see: the brands and modules they work on, plus any connected systems they were given. See data access and privacy for the details, and terms and privacy in plain words for what the Privacy Policy itself says.

Who can see the files I upload?

An asset belongs either to the whole organization or to one brand. Organization-wide assets are visible to everyone in the organization, and brand assets only to people with access to that brand. See Assets Library.

Are my social accounts visible to my colleagues?

No. Social accounts are connected by each person on My Connections, in the menu under your picture, and what you connect there is yours alone. See my connections.

Is my content translated?

Only the interface is. It can be shown in English, French, or Chinese, depending on what your organization offers, while your data, your texts, and what your brands publish stay in the language they were written in. When you generate content, you choose its language. See date, time, language and theme.

Where’s the Privacy Policy?

It’s linked in the footer of every page, next to the Terms of Service, and you can read it without signing in. See data access and privacy.

Modules and features

Why don’t I see a module my colleague has?

A module has to be switched on for your organization, for the brand you’re working in, and for you. Your role can also limit what you see inside it. Your administrator can check each of these for you. See capabilities and modules.

What can the viewer role do?

A viewer can read but not create, change, or run paid actions. Editors do the day-to-day work, paid actions included. Brand managers can also change the settings of their brands, and admins run the organization. See roles and rights.

Is any module in beta?

Ads carries a Beta badge in the menu. It’s the only module that does. See Ads.

Which social networks can I publish to?

LinkedIn, Facebook, Instagram, TikTok, and X. The app can publish for you at a set time, or you publish by hand from the network’s own composer. See Social.

Can someone approve content before it goes out?

Yes. The Validation module sends a text, image, video, or post to a colleague, who gets a task and an email pointing to the file. See Validation.

How do I find out what changed in the app?

The What’s new page, linked in the footer, lists every change. There’s also a digest email every Monday, unless you’ve switched it off. See what’s new.