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Frequently Asked Questions

General​

What is Citemark?​

Citemark is an AI-powered document analysis platform that helps you extract insights, answer questions, and automate workflows using your uploaded documents.

Is my data secure?​

Yes. Citemark uses enterprise-grade security:

  • All data is encrypted in transit and at rest
  • Documents are isolated by organization
  • Access is controlled through role-based permissions
  • We do not use your data to train AI models

What file types are supported?​

Currently supported formats:

  • PDF (including scanned documents with OCR)
  • Microsoft Word (.docx)
  • Plain text (.txt)

Additional formats may be added in future updates.

Documents​

How long does document processing take?​

Processing time varies by document:

  • Simple PDFs: 10-30 seconds
  • Complex PDFs with tables/images: 1-3 minutes
  • Scanned documents requiring OCR: 2-5 minutes
  • Very large documents: 5+ minutes

Is there a file size limit?​

Yes, individual files are limited to 100MB. For larger documents, consider splitting them into smaller parts.

Can I upload password-protected PDFs?​

No, password-protected files must be unlocked before uploading. Remove the password using your PDF reader's security settings.

What happens to my documents if I delete a project?​

All documents within the project are permanently deleted. This action cannot be undone. Download any documents you need before deleting a project.

Chat & AI​

How accurate are the AI responses?​

The AI strives for accuracy but is not perfect. Always:

  • Verify important information against the source documents
  • Click citations to check the original text
  • Use professional judgment for critical decisions

Why can't the AI find information I know is in my documents?​

Possible reasons:

  • Document processing may not be complete (check status)
  • The question phrasing may not match the document terminology
  • OCR errors in scanned documents may affect searchability
  • Try rephrasing your question or using exact terms from the document

Does the AI remember previous conversations?​

Yes, within the same conversation thread. The AI maintains context and can reference earlier exchanges. However, separate conversations do not share context.

Can the AI access the internet?​

No. The AI only has access to documents you've uploaded to the project. It cannot search the web or access external databases.

Skills​

What's the difference between Chat and Skills?​

  • Chat is for ad-hoc questions and exploration
  • Skills are structured workflows for specific tasks with formatted output

Can I create my own Skills?​

Custom Skills are created by administrators. Contact your organization admin to request new Skills or modifications.

Why isn't a Skill available to me?​

Skills are tied to Domain Packs and may have role-based access. Contact your administrator to enable additional capabilities.

Account & Access​

How do I reset my password?​

  1. Click "Forgot Password" on the sign-in page
  2. Enter your email address
  3. Follow the link in the reset email
  4. Create a new password

Can I belong to multiple organizations?​

Yes. If you have access to multiple organizations, you can switch between them using the organization selector in the navigation.

How do I invite someone to my organization?​

Organization administrators can invite users through Settings > Team Members > Invite User. Contact your admin if you need to invite team members.

Troubleshooting​

The page won't load​

  1. Check your internet connection
  2. Try refreshing the page (Ctrl/Cmd + R)
  3. Clear your browser cache
  4. Try a different browser
  5. Contact support if issues persist

I'm getting an error message​

  1. Note the exact error message
  2. Try the action again
  3. If it persists, contact support with:
    • The error message
    • What you were trying to do
    • The browser you're using

Documents are taking too long to process​

  1. Check if the document is very large or complex
  2. Verify your documents are in supported formats
  3. Try uploading one document at a time
  4. Contact support if processing consistently fails

Getting Help​

How do I contact support?​

Contact your organization administrator first. They can:

  • Reset your password
  • Adjust your permissions
  • Escalate technical issues

For technical issues, your admin can contact Citemark support with details about the problem.

Where can I learn more?​

  • This User Guide covers all features
  • Your organization may have additional training materials
  • Check for updates to this documentation as new features are released