Most problems happen in step 5, inside your AI account. Start there.
Never share your password
Nobody from HeyJanet will ask for your password, your AI account login, or a security code. If something is stuck, describe what you see on the screen. Everything in this guide can be done by you, from your own account.
The AI says it cannot find anything
Work down this list. Stop at the first one that fixes it.
1. Is it the same Google account? The account on the AI configuration page, under Which Google account will read your documents?, must be the same Google account your AI connects to Google Drive with.
To check: in your AI’s settings, find the Google Drive connection and note which Google account it shows. Compare it with the one in HeyJanet. If they differ, enter the correct one in HeyJanet and press Update access.
This is the cause more often than everything else on this list together.
2. Is Google Drive connected inside your AI at all? In your AI’s settings, look for connected apps or connectors. Google Drive should be listed as connected. If it is not, connect it with the Google account from step 4.
3. Is the index added to the Project or Space? Open the Project or Space. The index should appear in its files or sources. If it is not there, go back to step 5c.
4. Are you asking inside the Project or Space? A general chat has not been given the index. Open the Project or Space and ask there.
5. Are the instructions pasted in the right field? Check step 5b. In ChatGPT, the field is Instructions inside the Project, not Custom instructions in your account settings.
6. Is the configuration published? On the AI configuration page, the card Publish the full reference to Drive should say Up to date. If it says anything else, press the button in that card.
The AI answers, but not from my documents
It is answering from general knowledge.
- Make sure you are in the Project or Space, not a general chat.
- Check the instructions are pasted in full and nothing else is in that field.
- Ask: “Which document is that from?”
The AI gives an old answer
- Did the new file replace the old one? Open Files. If both versions are listed as current, the titles did not match, so HeyJanet filed the new one as a separate document. See Uploading documents.
- Do you use Perplexity? Perplexity works from copies of your files. After you replace a document, add the files to your Space again. Claude and ChatGPT open files live and do not need this.
The AI configuration page says “Out of date”
Something changed since you last published: a document, a business detail, your own instructions, or the document types in your plan. Your AI is still reading the older rulebook. Press Publish the current version.
You do not need to paste the instructions again. Publishing is enough.
Step 5 or 6 will not tick
They do not tick themselves. HeyJanet cannot see inside your AI account. Tick them on the dashboard once you have done them.
An upload was refused
The message says why. The common ones:
| Message says | Do this |
|---|---|
| It is an image | Upload the original document, not a photo of it |
| No readable text / looks like a scan | Upload the Word file, or a PDF exported from it |
| Over 4 MB | Save a lighter export or split it |
| Has to be .xlsx or .csv | Upload the spreadsheet, not the PDF |
| Personal or health information | Remove it, or do not upload that document |
| Not part of your plan / looked after by another team | See Permissions |
Still stuck
Contact support. Say which step you are on, which AI you use, and what the screen says. Copy the exact message if there is one.