FAQ
What happens if I don't see the project I want to switch to?
Ensure you have the necessary access permissions for that project. If the project still doesn't appear, contact your Document360 administrator for assistance.
What happens if Eddy AI cannot generate content from my website for the default articles?
If Eddy AI is unable to extract sufficient content from your website, the system will use default templates based on your selected use case.
Why can't I change the site visibility for my trial project?
By default, all trial projects in Document360 are set to Private to protect your content during evaluation and prevent unintentional exposure.
If you want to change the visibility of your trial project:
Click the Contact Sales link shown in the info banner.
This triggers an automated email request to the sales team with your project details.
After validating your request, the sales team sends a confirmation email.
You can then change your project visibility to Mixed or Public.
NOTE
This restriction helps keep your project secure until you're ready to make it publicly accessible.
Why is the "Open Sandbox" button not visible for administrators?
The "Open Sandbox" button may not be visible if the administrator does not have the required access to the sandbox environment. This typically happens when the administrator was added to the main project after the sandbox was created, so their account was never added to the sandbox separately.
To grant an administrator access to the sandbox:
- Open the Sandbox project.
- Navigate to Settings > Users and security > Users and groups.
- Click Invite user (or Add user, depending on your plan).
- Enter the administrator's email address and select the appropriate role.
- Click Save.
Once added, the administrator should see the Open Sandbox button and the sandbox project the next time they log in or refresh the portal.
What happens when a project is placed on hold?
When a project is placed on hold, access to the project and its associated content is temporarily suspended. During this period, users will not be able to:
- Access or view the project
- View published or draft content
- Export project content
To restore access:
- If you are in the trial or onboarding phase, reach out to the sales representative or account executive at Document360 who was involved during your trial.
- If you are a paying customer, reach out to your customer success executive at Document360.
- If you don't hear back from either, contact the support team at support@document360.com. The support team will help connect you with the right executive.