Check your spam/junk folder for the verification email.
Make sure you're using the same email you signed up with.
Try using Google Chrome in incognito mode.
Clear your browser cache and try again.
Assessment won't load
Use Google Chrome on a desktop or laptop. Other browsers may not be fully supported.
Allow pop-ups for the Sovrano AI domain.
Grant camera and microphone permissions if prompted (required for AI interviews).
Disable browser extensions that might interfere (ad blockers, privacy extensions).
CV upload fails
Your CV must be a PDF file — not a Word document, not a scanned image.
The file must be under 2 MB.
Make sure the PDF contains selectable text (not just an image of text).
Payment hasn't arrived
Payouts are processed at the end of each calendar month. Check your dashboard for the expected payout date.
First payouts may have an additional processing delay from Deel's side.
Verify that your bank details in Deel are correct and that your identity verification is complete.
If your payout status shows "Failed," contact hello@sovrano.ai with your full name, login email, and a screenshot of the failed payout.
Frequently asked questions
I've tried everything but my issue still isn't resolved. How do I escalate?
Email hello@sovrano.ai with a detailed description of the issue, what you've already tried, screenshots, and your account email. If your issue is urgent (e.g., you can't access tasks and have a deadline), mention the urgency in the subject line. The team will prioritise accordingly.
How long does it typically take to get a response from support?
Most issues are responded to within a few hours during business days (Monday–Saturday). Complex technical issues may take longer. If you haven't heard back within 24 hours on a business day, follow up on the same email thread.
Is support available on weekends?
Support is available Monday through Saturday. Emails sent on Sunday will be addressed on Monday. For urgent platform issues (e.g., the site is completely down), the engineering team monitors critical alerts around the clock.
My issue is with Deel, not Sovrano AI. Who do I contact?
For Deel-specific issues (bank verification, identity check, payment method), use Deel's in-app support chat. For issues connecting your Deel account to Sovrano AI, contact hello@sovrano.ai.
The platform is loading very slowly. Is it just me?
Try clearing your browser cache, disabling extensions, and switching to incognito mode. If the issue persists, check if other users are reporting problems in your project Discord channel. If the platform appears to be down, email hello@sovrano.ai.
I'm getting an error message I don't understand. What should I include in my support request?
Include the exact error message (screenshot preferred), the page URL, your browser and device info, the time it occurred, and the steps you took before seeing the error. This helps the team diagnose the issue faster.
Can I request a call with support instead of emailing?
Support is handled via email to ensure accurate documentation and efficient resolution. Phone or video support is not available at this time.
I found a workaround for my issue. Should I still report it?
Yes. Reporting the original issue helps the team fix it for everyone. Mention the workaround you found — it may help them diagnose the root cause faster.