Assistant can't find a record
Why the assistant says it has no record, or misses one you know exists — household selector, focus, record types it reads, roles, Telegram limits and AI availability.
Overview
The assistant only answers from records it is allowed to read at that moment. When it says "I don't have any records you're authorized to see for that question", or gives an answer that misses something, one of the checks below is usually the reason.
Before you start
- Confirm the record really exists by opening it on its page, such as IDs & Documents or the person's profile.
- Note whether you asked in the app or on Telegram.
Steps
- Check the household selector. If one household is pinned in the sidebar, the assistant searches only that one. Choose All households and ask again.
- Check the focus. In the Ask Personal360 panel, a focus of Medical, History or Appointments hides everything else. Switch to All.
- Check the record type. The assistant reads: | It reads | It does not read | |---|---| | People and their IDs & documents | Bank accounts | | Medications and medical reports | Utilities and property costs | | Latest lab result for each test | Health profile details such as allergies | | Jobs, addresses and travel | Documents not filed against a person | | Appointments from the past week onward | Older past appointments | For anything in the right-hand column, open the page directly or use the header search.
- Check the person. Documents are found through the person they're filed under. If a document isn't attached to a person, file it to one.
- Check your role. You only get answers from households where you have a role. If you were just invited, sign out and back in so your access is picked up.
- On Telegram, check your access. Send
/whoami. If it says member — personal/logistical only, medical and lab questions aren't answered there. Ask in the app instead, or ask the head of household. - Rephrase with names. Use the person's name and the document type, for example "When does Rohan Mehta's passport expire?".
Example
Kiran asks "What's my electricity account number?" and gets no answer. Utilities aren't something the assistant reads, so Kiran opens Property & Utilities, where the electricity account is listed.
FAQs
Why does it show a list of records instead of an answer?
AI answering isn't available right now, so the assistant shows the matching records it found. The records are still correct and scoped to you.
Why does it say a number is masked?
The assistant never receives full ID or account numbers. Open the record and use reveal if your role allows it.
Can the assistant search inside my files?
Partly. It sees a short excerpt of each document's and report's scanned text, if the file has been scanned. It doesn't read whole files.
Troubleshooting
"AI providers are unavailable right now. Matching records:"
Every AI provider failed for that request. The records listed are still accurate. Try again in a few minutes; if it continues, contact Support.
The answer quotes an old value
The record itself may still hold the old value. Open it, update it, and ask again — the assistant always reads the latest saved data.