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FAQ

Answers to common questions from administrators. For license problems, see Licensing.

Signing in​

Someone can't create an account​

ScamSafe is invite-only. If the sign-in page says an invite is required, there is no outstanding invite for the email address their identity provider reported. Check the address under Invites: it has to match exactly the one they sign in with, which isn't always the address they gave you. See Users and invites.

Every sign-in is refused because the email isn't verified​

Your identity provider isn't sending email_verified, or is sending it as false. ScamSafe refuses any unverified email, because invites are matched by email. Turn it on at your identity provider. See Sign-in.

An invited person never got an email​

Invitation emails are only sent when the deployment has Mailgun configured. If it doesn't, tell them yourself: an invited person only has to sign in with the invited address. If it does, check the server log for a failed send, and see Email.

How do I make someone an administrator?​

For someone new, invite them with the Admin role. For an existing user, change their role under Users. You can't send an invite to an address that already has an account.

The tutor​

The tutor says it isn't available​

Open /api/feature-status. chatAvailable is false when:

  • no OpenAI API key is configured; or
  • on a partner deployment, the license has lapsed (licenseState is expired).

If chatAvailable is true but the tutor says a usage limit has been reached, a budget cap has been hit. Today's cap resets at midnight UTC; a learner's session cap doesn't. Raise them under Operations. See Budgets.

The tutor doesn't seem to know about a document I uploaded​

Check the document's status under Knowledge Base. Only synced means the tutor can find it; uploaded means the file reached OpenAI but wasn't added to the vector store. The item shows the reason. Fix the cause, often a missing or wrong vector store ID, then use Sync All Pending. See Sync status.

Operations shows an alert about the OpenAI key or balance​

Those failures can only be fixed by an administrator, so they alert on the first occurrence. Check the API key is valid and the OpenAI account has funds, then watch for the alert to clear.

Scores and results​

Why doesn't a weak category get a recommendation?​

Either it scored 70% or more, which counts as a strength, or its name has no entry in the recommendation catalog. Categories are matched to entries by name. See Recommendations.

A category is missing from someone's results​

A scoping answer probably excluded it. For example, someone who doesn't use email isn't asked about email scams, and those questions don't count towards their score. See Scoping triggers.

Why did a free-text answer score 0?​

When a learner answers in their own words, the AI picks the closest answer. If it can't decide with confidence, the answer scores 0 rather than guess.

Content​

I made a mistake. Can I undo it?​

Yes. Open History on the item and restore an earlier version. This works for every editable item, including deleted ones and branding. See Version history.

My question bank upload was refused​

The message names the entry at fault. The usual causes are a scored question without a group, a group the file doesn't define, or one category split across two groups. See Content formats.

Will GCA's updates overwrite my changes to the glossary or personas?​

No. Updates add new entries and update ones you haven't touched. Entries you edited keep your version, and entries you deleted stay deleted. Only Re-import replaces your changes.

Does editing a roadmap action change learners' existing roadmaps?​

No. A roadmap keeps its own copy of each step from when it was built. Edits reach roadmaps built afterwards.

Branding​

I saved my branding but the site hasn't changed​

Colours apply straight away, but names, logos and page titles are built into the page when it loads. Reload the page.

I can't save my colours​

A pair of colours you changed, such as text on its background, is below the 4.5:1 contrast ratio in light or dark mode. The palette marks the pair; change either colour. See Theme.

My logo disappears in dark mode​

Upload the white version of the logo as well. Each logo has a slot for light backgrounds and one for dark.

The site has gone back to ScamSafe's branding​

On a partner deployment, this means the license has lapsed. Your branding isn't deleted and comes back once the license is renewed. See Licensing.