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Frequently asked questions

Short answers to the questions that come up most often during the pilot. If the answer you need is not here, the longer form lives in the topic-specific pages — and direct contact is always one email away.

Product flow​

Where should I start?​

Run the Quickstart, then move through the screens in this order:

  1. Documents — get one document parsed and reviewed.
  2. Registry — register it and confirm it appears in the ledger.
  3. Billing — make sure the plan covers your pilot volume.
  4. Audit Log — if your role includes it, verify access.

Does Zeno CY auto-confirm documents?​

No. Registration and review decisions stay manual by design. The extractor is a draft, you are the editor.

How long does parsing usually take?​

Most documents are processed in under 30 seconds locally on your device. No upload to a server, no waiting in a queue.

Wallets and transactions​

Why does Wallets show "service offline"?​

The current environment does not have a live wallet connector backend. If demo mode is enabled, deterministic sample data is shown for training and testing.

Are private keys ever required?​

No. Zeno CY only ever uses public wallet addresses for matching. Never share a private key or a recovery phrase — not with Zeno CY, not with anyone claiming to support Zeno CY.

Audit access​

Why do I see "Access to the audit log is restricted"?​

Your current role is outside the audit scope. Audit Log access is typically granted to owner, admin, and auditor roles. The Owner of your workspace can review and adjust the access matrix.

Can I still export data without audit access?​

Yes. Document, Registry, and Billing exports follow their own role scope — audit-log access is independent.

Billing and limits​

What happens when subscription is restricted?​

If the plan state is Past due or Blocked, some actions can be limited until billing is restored. Critical read paths usually stay available so you do not lose visibility into your data.

Where do I change plan and credits?​

In Billing, plans & VAT.

The source binding cannot currently be resolved — usually because the bound folder moved or the local-folder browser session expired. Reconnect the folder binding and retry.

Why does Safari not open local folders directly?​

Safari blocks direct opening of local-folder paths from a web UI for security reasons. Use the Change folder flow to reconnect context.

VAT statuses​

What is the difference between "Unknown" and "Not determined"?​

Both mean the VAT check is non-final in the current run. Not determined usually reflects a policy or feature-flag constraint, or a low-confidence parser signal. Neither status blocks registration — both ask you to glance once before deciding.

Need more direct help?​