Support

Common questions

How do I change my apprenticeship standard?

Go to your standard settings and pick a new one. New evidence you upload will match against the new standard. To re-match existing evidence against it, use the rescan feature (Pro+ only).

Why are some of my KSBs showing as partial?

A partial match means the AI found some relevance but the evidence doesn't fully cover the KSB statement. Upload more targeted evidence or confirm/reject the match from your dashboard.

What file formats can I upload?

We accept PDF, DOCX, and plain text files up to 10MB. You can also paste text directly when creating evidence.

How many evidence uploads do I get on the free plan?

Free accounts can upload up to 5 pieces of evidence. Upgrade to Pro for 30 uploads per month.

Can I create or edit my own KSBs?

Pro users can clone a preset standard and add up to 100 custom KSBs. Pro+ supports up to 5 custom standards with 200 KSBs each. Pro users also get 3 KSB file parses per month (upload a PDF or DOCX and we extract the KSBs automatically). Pro+ gets unlimited file parsing.

What does “rescan” do?

Rescan re-runs the AI matching on all your existing evidence against your current standard and KSBs. This is useful after changing your standard or adding custom KSBs. Available on Pro+ plans.

My evidence is stuck on “processing”

Processing usually takes under a minute. If it's been longer, try the retry button on the evidence detail page. If it still fails, email us and we'll look into it.

How do I cancel my subscription?

Open the billing portal from your dashboard sidebar. You can cancel anytime and keep access until the end of your billing period.

Is my data secure?

Your evidence and account data are stored securely and are only accessible to you. We don't share your content with other users. See our privacy policy for full details.