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If something goes wrong in Plomo, here’s how to report it so we can help you as quickly as possible.

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Finding the Version Code

Every Plomo instance displays a version code that identifies the exact build you’re running. This is critical for debugging — always include it when reporting issues.

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In the Dashboard

The version code is shown in the bottom of the sidebar. It looks like: 
Build version ZTI0ZjRmZDoy
Click on the copy icon to copy it to your clipboard.

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How to Report an Issue

1

Copy the version code

Find the version code in the status bar or API response. Copy it exactly.
2

Take a screenshot

If the issue is visual, take a screenshot showing the problem. If it’s a classification error, include the document name and the expected vs. actual category.
3

Note the steps to reproduce

What were you doing when the issue occurred? What did you click? What did you expect to happen?
4

Send it to us

Email [email protected] with:
  • The version code
  • A screenshot (if applicable)
  • Steps to reproduce the issue
  • The specifics of the document (if it’s a classification issue)

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Common Issues

Check the confidence score and review status. Documents with lower confidence are expected to be less accurate — that’s why they’re flagged for review. If a high-confidence classification is wrong, report it with the version code and specifics about the document and expected category.
This usually means the API is experiencing high latency. Check the classification progress indicator — if it hasn’t updated in over 5 minutes, try refreshing the page. If the issue persists, report it with the version code.
Check the file format — Plomo supports PDF, DOCX, XLSX, PPTX, CSV, TXT, and more. If the format is supported and uploads still fail, the file may be corrupted or exceed size limits. Report it with the version code and file details.
If you see a Cloudflare authentication page, make sure you’re using the email address that’s been authorized for access. Check your inbox for the one-time code. If you still can’t get in, contact your team admin to verify your email is in the Cloudflare Access policy.

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Getting Help

ChannelUse For
[email protected]General support, bug reports, account issues
Always include the version code in your report. Without it, we can’t identify which build you’re running and debugging takes significantly longer.