> ## Documentation Index
> Fetch the complete documentation index at: https://docs.hazel.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Troubleshooting and FAQ

### Intelligent Client Profiles FAQ

<AccordionGroup>
  <Accordion title="Where does Hazel actually use the profile?">
    In chat, in meeting prep, in financial planning, and on the household Summary tab. Ask Hazel (including the chat rail on the household page) reads the profile first when a question concerns a client; meeting prep and financial planning start from it. The Summary tab is written from it, sentence by sentence, with citations. It works in both directions: you can also update the profile from chat by telling Hazel what changed and confirming. When Hazel uses a fact you haven't verified, the fact is flagged as unverified rather than presented as settled. Archived records are left out entirely.
  </Accordion>

  <Accordion title="How do I update the profile from chat?">
    Tell Hazel, in plain English: "Update Bob's 401(k) balance to $612,000," "they opened
        a 529 for Maya at Fidelity, $25,000 to start," or "fix the owner on the term policy, it's Sarah's." Hazel shows you the exact updates planned; confirm, and they're applied as your entries: verified, and visible in each value's History. Nothing changes without your confirmation, and you need edit access to the client, just like on the Data tab.
  </Accordion>

  <Accordion title="How is this different from my CRM?">
    Your CRM is where you *put* information; the profile is what Hazel *learns* from meetings, client emails, documents, and notes, including things CRMs rarely hold (goals, concerns, family context, "we're thinking about selling the rental"), each tied to the conversation or document it came from. It complements your CRM and never writes to it.
  </Accordion>

  <Accordion title="Do I have to verify everything?">
    No. Hazel can use unverified facts; they're just labeled as unverified whenever they come up. Verifying is how you promote what Hazel *heard* into what your firm has *confirmed*, so a practical habit is a one-minute pass through **Review** after each meeting: verify what's right, correct what isn't. Facts from documents, and anything you enter yourself, arrive already verified.
  </Accordion>

  <Accordion title="Can a later meeting change a value I verified?">
    Yes. The profile always keeps the most recent statement of a fact, by source date. If a client gives a new number next month, it replaces the one you verified, and the old value moves into History. Verification marks a value as confirmed; it doesn't freeze it. The same goes for archived records: a later meeting or document showing something is active again brings it back. What *can't* happen is an older source overwriting newer information. An out-of-date statement or an old document never displaces fresher information.
  </Accordion>

  <Accordion title="What does 'Rebuild profile' do? (resetting the profile)">
    It's a hard reset: Hazel erases everything currently known about the household, then relearns it from the recorded meetings and uploaded documents, oldest to newest. Three things to understand before using it: your manual edits and verification marks are erased; the Archive is emptied; and facts that came only from **emails or notes** are not relearned. It usually takes a few minutes (longer for a long history) and you can keep working while it runs. Use it when a profile has gone wrong beyond spot-fixing; for one wrong value, **Edit** is the right tool.
  </Accordion>

  <Accordion title="What files can I upload, and is there a size limit?">
    PDF, Word (DOCX), Excel (XLSX), and images, up to 10 MB per file, on the client's **Documents** tab. Legacy .doc and .xls need re-saving in the modern format first. Password-protected PDFs prompt for the password, which is used on your device and never leaves your browser.
  </Accordion>

  <Accordion title="What happens if I delete a document?">
    The facts Hazel extracted from it are removed from the profile too; the delete confirmation warns you. If a document's fact had replaced an earlier value, the earlier value comes back. The upload itself is gone; re-upload if you deleted by mistake.
  </Accordion>

  <Accordion title="Can I add a fact by hand?">
    Yes, through chat. Tell Hazel about the new account, goal, or policy ("add a term life policy for Sarah, $2M through Banner, $180 a month"), review what Hazel proposes, and confirm; it takes its place in the right section as your verified entry. The Data tab itself has no create-a-record form (it's for correcting and managing what's already captured), so for new facts, use chat, write a note, upload a document, or bring it up in a recorded meeting.
  </Accordion>

  <Accordion title="Can I delete a fact?">
    If something ended (account closed, goal reached), **Archive** the record. It stops populating the profile, stays readable with its history, and can be unarchived. If a value is wrong, **Edit** it. If a whole record was never true (misheard, or entered in error), **remove** it: Hazel asks you to confirm, and removal is permanent. When in doubt, archive first; you can always remove later, but not the reverse.
  </Accordion>

  <Accordion title="We've used Hazel for months. Can the profile include our past meetings?">
    Yes, two ways. Uploading documents brings in the past instantly: statements and tax returns carry their own dates, so history files correctly. And on a client whose profile is still new, **Rebuild profile** relearns from the household's full recorded meeting history plus every uploaded document, oldest to newest. On an empty profile there's nothing to lose, which makes it a quick way to bootstrap a long-standing client. (On an established profile, rebuild is a last resort because it erases manual edits; see the Rebuild question above.)
  </Accordion>

  <Accordion title="Who else at my firm sees a client's profile?">
    Anyone with access to that client, following the same rules as the rest of the client's record. There's one shared profile per client, so teammates see each other's verifications and corrections. Owners can see every client. Clients themselves never see it.
  </Accordion>

  <Accordion title="Can I see who verified or changed a value?">
    Hazel records it internally, but it isn't shown on the page today. If you need to know for a specific record, email [support@hazel.ai](mailto:support@hazel.ai) and we can check.
  </Accordion>

  <Accordion title="Does Hazel capture facts from emails I send to clients?">
    No. The profile reads emails your clients send you; your outgoing messages aren't captured. If you shared something important in an outgoing email, tell Hazel in chat, upload the underlying document, or mention it in your next recorded meeting.
  </Accordion>

  <Accordion title="Hazel filed the same account under both spouses. Is that a duplicate?">
    Probably not. A joint fact is one record with two owners, shown under each owner's view. Expand it and check the Owner row: if it lists both spouses, it's one shared record. A true duplicate can be cleaned up by archiving the extra record.
  </Accordion>
</AccordionGroup>

### Intelligent Client Profiles Troubleshooting

<AccordionGroup>
  <Accordion title="I don't see the Documents or Data tabs">
    The tabs appear on every Household and Contact you have access to, so if they're missing, it's almost always an access question. Confirm you can open the client at all; if you can't, or you can open them but see fewer tabs than a teammate does, ask your firm's Owner about your access to that client.

    Still not working? Email [support@hazel.ai](mailto:support@hazel.ai) so we can investigate.
  </Accordion>

  <Accordion title="The Data tab is empty, but we've met with this client">
    **How to fix:**

    1. Check the client's **Meetings** tab. Was a recent meeting recorded by the notetaker, and does it have notes and a transcript? Meetings without a transcript can't feed the profile.
    2. **Check the client is on the meeting.** Facts are filed for a meeting's participants. Email works the same way: the address your client writes from must match the email on their contact record.
    3. If a meeting just ended, give it a few minutes; facts land shortly after meeting notes are ready.
    4. Nothing recent to draw from? The fastest way to build the profile right now is to upload a statement or tax return on the **Documents** tab, or tell Hazel what you know in chat.

    Still not working? Email [support@hazel.ai](mailto:support@hazel.ai) so we can investigate.
  </Accordion>

  <Accordion title="A document shows 'Failed'">
    Hazel couldn't process the file. Try **Upload a fresh copy**; a clearer scan or an export straight from the source works best. Scanned image-only PDFs with unreadable text are the most common cause. If a clean copy still fails, email [support@hazel.ai](mailto:support@hazel.ai) with the file name so we can investigate.
  </Accordion>

  <Accordion title="A document has been stuck processing for a long time">
    Large documents take longer to read, and documents are added to a profile one at a time per household, so a batch upload will show some files **"Waiting for profile"** while earlier ones finish. If a single document has shown **Reading** or **Adding to profile** for more than a few hours, email [support@hazel.ai](mailto:support@hazel.ai) so we can investigate.
  </Accordion>

  <Accordion title="A fact is wrong">
    Match the fix to the problem:

    * **Wrong value**: click **Edit** under it (saving marks it verified).
    * **Right value, wrong person**: expand the record's Owner row and click **Fix owner**.
    * **An older value was right**: open **History** and **Restore** it.
    * **Verified by mistake**: click **Unverify**, or just fix the value.
    * **The whole record was never true**: **remove** it. Hazel asks you to confirm, and removal is permanent, so archive instead if it merely ended.
  </Accordion>

  <Accordion title="A balance is out of date">
    The profile shows the most recent *stated* value with its "as of" date; it doesn't pull live balances from custodians. Upload a recent statement, tell Hazel the new number in chat, restate it in your next recorded meeting, or click **Edit** and update it now.
  </Accordion>

  <Accordion title="A record disappeared from its section">
    Check the **Archive** view on the Data tab. Records that ended (archived by you, a teammate, or by Hazel when the client said something ended) move there, grouped by date. **Unarchive** brings one back. Records also disappear when a document that was their only source is deleted. Email [support@hazel.ai](mailto:support@hazel.ai) if you need to confirm what happened.
  </Accordion>

  <Accordion title="&#x22;Show context&#x22; says &#x22;Context unavailable&#x22;">
    The fact and its quote are fine; Hazel just can't open the surrounding conversation. It happens when the meeting's transcript isn't available in Hazel (for example, consent wasn't given), or when the fact came from an email in a teammate's mailbox, since email context opens only from your own. Document facts link to the document instead, and manually entered values have no conversation behind them.
  </Accordion>

  <Accordion title="I asked Hazel to update the profile in chat, but nothing changed">
    Chat updates apply only after you confirm the changes Hazel lays out, so check the conversation for a proposal you haven't approved yet. Beyond that: make sure the conversation is clearly about one client (name the household, or use the chat rail on the household's own page), and that you have edit access to that client, since updating from chat follows the same access rules as the Data tab. If Hazel proposed the wrong change, decline it and rephrase with specifics ("Bob's 401(k), not the IRA").

    Still not working? Email [support@hazel.ai](mailto:support@hazel.ai) so we can investigate.
  </Accordion>

  <Accordion title="Hazel's chat answer disagrees with the Data tab">
    Chat draws on the profile first, but it can also pull directly from your CRM, meetings, and emails, so a freshly corrected value and an older mention can briefly disagree. The Data tab is the reviewed record. If a chat answer keeps citing information you've corrected, email [support@hazel.ai](mailto:support@hazel.ai) with the chat and the client so we can investigate.
  </Accordion>

  <Accordion title="An action failed with &#x22;Try again&#x22; (Verify, Edit, Restore...)">
    Usually a momentary hiccup. Retry, and refresh the page if it persists. One special case: if Hazel is adding new information to this profile at the same moment, your change may be held briefly and asked to retry. Persistent failures on one specific record are worth reporting.

    Still not working? Email [support@hazel.ai](mailto:support@hazel.ai) so we can investigate.
  </Accordion>
</AccordionGroup>