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Common issues
I can't see the VALD AI button in VALD Hub
If the VALD AI button is not visible in the bottom-left menu of VALD Hub (above the VALD Academy and Knowledge Base links), your organization may have opted out of VALD AI.
- Check with your organization's VALD Hub admin. If this was in error and your organization does wish to use VALD AI, contact our support team to restore access.
Access pending for more than 24 hours
Once you have agreed to the Terms of Use, the setup process will be initiated and the status tag will change to 'Pending'.
Activating your account to use VALD AI usually takes about an hour. If you are the first user in your organization to try to access VALD AI, this process may take up to 24 hours to load your organization's data.
- Refresh the VALD Hub page to check for any status changes. If your access remains pending for more than 24 hours, reach out to VALD support for further assistance.
I've lost access to VALD AI
If you are removed from an organization in VALD Hub, you also lose access to that organization's data in VALD AI.
If you are added back to an organization, your VALD AI account status will once again display as 'Pending' until your access is activated – although, you won't need to agree to the Terms of Use again.
I'm having trouble signing in to VALD AI
Ensure that you are accessing VALD AI via the button in VALD Hub, and that the status tag next to your button is showing 'Ready' (or 'BETA' if you have successfully used VALD AI before with this account).
- Try logging in using an incognito or private browser window, as this may help to resolve issues with previously-saved login sessions.
Get help with VALD AI
If you have questions or require further assistance, please reach out to our team at support@vald.com.
When you contact us, please provide as much detail as possible, including:
- Your organization's name and your user account email address.
- A detailed description of the issue, including whether you have attempted the troubleshooting steps described here.
- Any screenshots and / or videos of the problem or error message(s).
Frequently asked questions
How do I access VALD AI?
Click the VALD AI button in the bottom section of the navigation panel in VALD Hub to get started.
You will need to agree to the Terms of Use the first time you click this button. You will also have to agree to the Terms of Use once for each organization you use VALD AI with.
Currently VALD AI is available to all VALD Hub users, unless your organization has specifically opted out.
What do the status tags next to the VALD AI button mean?
Once you have agreed to the Terms of Use, the setup process is initiated and the status changes to 'Pending'. When your account is ready to use, the status 'Ready' is displayed. After accessing VALD AI once following this status, it will change back to 'BETA' for future visits.
How long does setup usually take?
Usually about an hour. In cases where you are the first user in your organization to use VALD AI, this process may take up to 24 hours.
Do I need a separate account to use VALD AI?
No – VALD AI uses your normal VALD Hub login.
How does my organization opt out of VALD AI?
Keep in mind that opting out applies to an entire organization, not individual user accounts. If your organization wishes to opt out, your VALD Hub admin should contact support@vald.com.
Why can't I see my most recent tests?
Data pulled by VALD AI is refreshed daily, meaning very recent tests and results may not appear until the next day. See Using VALD AI for data analysis for more.
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