Support / FAQ
Common questions from end users and organization admins. Support staff should also keep the Troubleshooting Guide handy for technical diagnosis.
General
Q: What’s the difference between the “DNA Score” and the psychometric trait scores? A: They’re two different things. The DNA Score is a single AI-generated judgment comparing a submission against your organization’s success-profile template — it’s a language-model output. The psychometric trait scores (Grit, Discipline, Self Belief, Execution, Leadership, Vision & Purpose, and related traits) come from a validated statistical questionnaire a founder completes directly, scored by a non-AI, item-response-theory model against benchmark cohorts. If a founder hasn’t completed the psychometric assessment, you’ll only see the DNA Score. Treat the two as complementary, not interchangeable — don’t quote one as if it were the other.
Q: What does the Traffic Light (Green/Yellow/Red) mean? A: It’s an AI-generated verdict evaluating a submission against your organization’s own investment criteria (set up under your investment profile template). It’s a single AI call, not a hard rule engine — treat it as a fast triage signal, not a final decision.
Q: Why hasn’t my submission’s AI analysis finished yet?
A: The most common reason is that your organization’s credit balance ran out — AI-driven steps are skipped (not queued to retry automatically) when credits are insufficient. Check /[slug]/usage or ask your admin to check /admin/organizations. The next most common reason is normal processing time — several AI steps run in sequence, not all at once.
Q: I found an error/hallucination in a generated report — what should I do? A: Flag it to your admin or Yareta support with the specific submission ID and section. This is taken seriously — the team maintains explicit safeguards against fabricated content, and a confirmed instance helps improve them. Don’t assume it’s a one-off; report it so the underlying prompt/data can be checked.
Billing
Q: How does the credit system work?
A: Your organization has a monthly plan that includes a credit allowance, plus the ability to purchase additional credits as a top-up (top-up credits don’t expire). Each AI-driven action (scoring, report generation) consumes credits based on its actual usage cost. See /[slug]/billings for your plan and /[slug]/usage for consumption history.
Q: I was charged for an action that seemed to fail — is that expected? A: Not normally — the platform is designed to only charge for AI calls that actually completed, with safeguards against double-charging retries. If you see a charge for a submission whose analysis never appeared, report it with the submission ID; this is worth investigating rather than assuming it’s correct.
Q: Can I get a refund for a specific charge?
A: The credit ledger supports refunds at the row level (refundedAt/refundReason) — this is an admin action, not self-service. Contact your admin or Yareta support with the specific transaction.
Integrations
Q: I connected [Airtable/HubSpot/Attio/Typeform] but data isn’t syncing anymore. A: A few common causes: the connection’s OAuth authorization may have expired or been revoked on the third-party side (try reconnecting); for Airtable specifically, webhook subscriptions expire periodically and are refreshed automatically, but a missed refresh can cause a temporary gap. If reconnecting doesn’t help, escalate to support with the organization ID and integration type.
Q: Can I use Yareta data in Zapier? A: Yes — Yareta has a dedicated Zapier integration surface. Ask your admin about setting up a Zapier Integration Key.
Developer / API
Q: How do I get API access to submit assessments programmatically?
A: An org member with appropriate access issues a Developer API Key from /[slug]/developer. This gives you access to the versioned REST API (/api/v1) for assessment submission — see the API Documentation for full details. Save the key immediately when it’s issued — it’s shown exactly once and cannot be retrieved again.
Q: Can a third-party app integrate on behalf of our users? A: Yes, via OAuth — but client registration is admin-only (no public self-service signup). Have the integrating party’s technical contact follow the setup guide and request client credentials from a Yareta admin.
Account & Access
Q: I’m not receiving my sign-in code (OTP) email. A: Check spam/junk first. If it’s still not arriving, this could indicate an email-delivery issue (transactional email runs through AWS SES) — escalate to support rather than repeatedly requesting new codes, since only one OTP is active per email at a time and each request invalidates the previous one.
Q: My account keeps getting signed out. A: This can happen after a password change or an admin-initiated security action, both of which invalidate existing sessions platform-wide for that account by design. If it’s happening without either of those, escalate — it may indicate a cookie/domain configuration issue rather than expected behavior.
Related documents: User Guide · Troubleshooting Guide