Sign-in and account
| Problem | Cause | Solution |
|---|---|---|
| Sign-in fails. | The Google or Microsoft account you used was not invited to mory. There is no self-registration. | Check that you are using the invited account. Otherwise ask your administrator for an invitation. See Signing in. |
| Warning that the connection to an account has expired | The connection to your email or calendar account has expired. Emails are no longer collected. | Reconnect the account under Einstellungen › Verbundene Konten (Settings › Connected accounts). For organization accounts an administrator does this. See Profile & accounts. |
| I cannot see a property or task. | Wrong Mandant (client) in the header, missing role, or the task is not assigned to you. | Switch the client, open the Alle Aufgaben (All tasks) tab, otherwise ask your administrator about your role. |
Inbox and tasks
| Problem | Cause | Solution |
|---|---|---|
| An email was not assigned to the task. | The task number (format T-YYMMDD-NNN) is missing from the subject, usually because the sender used a new subject. | Open the message in the Posteingang (Inbox) and link it to the task manually. Ask partners to keep the number in the subject. |
| Wrong contact under Gemeldet von (Reported by) | The person exists twice (for example with two email addresses) and mory picked the duplicate. | Merge the duplicates under Personen (People) and correct the contact in the task. |
| mory stops at assignment. | There is no Unternehmen (Company) with a matching category and email address, or no contractor is linked to the property. | Create or complete the contractor with category and email under Companies, then choose Weiter (Next) in the task. See Damage handling. |
| mory shows that it has stopped on this task. | mory cannot complete the current step on its own, for example after many follow-up questions or with very large documents. | Take over the current step yourself and complete it. If the message repeats, report the task number to support. |
| No proposal appears in the Mory AI card. | mory is waiting for a reply (contractor, owner, tenant) or the step is set to manual. | Check the activities for a pending reply. Choose Weiter (Next) or Skip if needed. |
Database
| Problem | Cause | Solution |
|---|---|---|
| A document is stuck in “Verarbeitung” (processing). | Text recognition takes a few minutes for large scans or has failed. | Reload the page after a few minutes. If the status remains for more than an hour, upload the document again and inform support. |
| A document is marked as a duplicate. | The same file was already uploaded, for example as an email attachment and again manually. | Use the existing document. If it is a new version, rename it and upload again. |
| Document is assigned to the wrong property. | mory picked a similar address or name. | Reset the assignment (property, unit, equipment, task) in the document sidebar. |
Property management and dashboard
| Problem | Cause | Solution |
|---|---|---|
| Occupancy is wrong. | The contract status (planned, active, terminated, ended) follows from start, end and parties. Missing or wrong details lead to a wrong status. | Open the Mietverhältnis (Tenancy) tab in the unit and check date fields and parties. |
| The dashboard shows nothing or too little. | Filters by property manager or Mandant (client) are set, or properties lack a team assignment. | Reset the filters. Check that the responsible person is set on the properties. |
| No deadlines visible | Contracts without expiry, option or index dates, equipment without maintenance date. | Fill in the missing fields. Deadlines are then generated automatically. |
Language and texts
| Problem | Cause | Solution |
|---|---|---|
| Email draft is in English instead of German (or vice versa). | mory uses the detected language of the task, taken from the first message. | Change the language under Details in the task sidebar. The next draft uses the new language. |
| Translation or salutation is wrong. | Missing salutation on the person or an ambiguous source message. | Add the salutation to the person under Personen (People), correct the draft before sending. |
Have the task number, the time and a screenshot ready for every report. This speeds up the analysis considerably.