Help and known issues
Updated November 1, 2026
Getting help
- Inside RollStill: open the Help tab. The health check finds common problems and offers one-click fixes, and the IT tech (an AI) can talk you through the rest.
- Send us a ticket: in the Help tab, press Create a support ticket, or Send this to Dereck as a ticket when the IT tech offers it. RollStill writes it up with the health check's results, and you send it from your own email or phone, so nothing leaves your PC without you.
- Live help from a person (Standard and Premium): in the Help tab, tick OK to share this chat and the health check with support, then press Start a live session. You can end it any time.
- Can't open RollStill, or not a customer yet? Email support@rollstill.com.
We answer Monday to Friday, 9 AM to 5 PM Eastern. Premium includes same-day help in those hours. Tickets can be sent any time; outside those hours they wait for the next business day.
We will never call you out of the blue asking to connect to your computer. If anyone does, even saying they're from RollStill, hang up. Screen sharing only happens when you booked it or asked for it, using Quick Assist, which is part of Windows, and you can stop it any time.
Known issues and fixes
"Windows protected your PC" when you install
RollStill's installer isn't code-signed yet, so Windows warns about it. If you downloaded RollStill-Setup from rollstill.com or got it from us, press More info, check the name, then press Run anyway. If you're not sure where the file came from, don't run it: email us first.
"Your Anthropic account is out of credit"
RollStill uses your own Anthropic (Claude) account, and it has run out of prepaid credit. Sign in to the Claude Console at platform.claude.com, open Billing and add credit. While you're there, turning on auto-reload keeps it from running out on a busy day, and a monthly spending limit keeps the bill where you want it.
RollStill keeps the questions you asked while it was out of credit and answers them once there's credit again. If it still says that after you've added credit, check the spending limit under Limits in the same Console: once a month's limit is reached, Anthropic stops until you raise it or the next month starts. We never pay or add a card for you, and we'll never ask for your card.
"Anthropic didn't accept your API key"
Make a new key in the Claude Console under API keys, then paste it in RollStill under Settings → AI connection. Delete the old key in the Console. Your key goes only there: never in a chat, an email or a ticket, and we'll never ask you for it.
"This month's AI budget is used up"
That's RollStill's own monthly AI budget, which you set. Nothing more goes to the AI until the 1st of next month, or until you raise the budget in Settings → AI connection.
Can I use my Claude Pro or Max plan?
No. Anthropic doesn't allow apps like RollStill to use a Claude sign-in, so RollStill uses an API key from the Claude Console, billed for what it uses.
It stopped answering, or your phone says the PC is offline
RollStill runs on your Windows PC, so the PC has to be on, awake and online. If it went to sleep, wake it, and RollStill picks up where it left off. To keep it awake during the day, set sleep to Never when plugged in, under Windows Settings → System → Power. If RollStill itself isn't open, start it from the Start menu or its desktop shortcut.
A file says "online-only in the cloud, not downloaded"
The file lives in OneDrive and isn't on your PC yet, and RollStill never downloads files on its own. In File Explorer, right-click the folder and choose Always keep on this device. Once it has downloaded, press Look for new files in the Office tab.
A PDF says "password-protected" or "locked PDF"
RollStill can't open a PDF that's locked with a password. Open it yourself, print it to a new PDF with Microsoft Print to PDF, and save that copy in the same folder. Keep the locked original if you need it. Then press Look for new files in the Office tab.
Photos and scanned papers
RollStill reads the words in photos and scanned pages with Windows' own text recognition, on your PC only. Each look spends a few minutes on pictures, so a big folder of scans takes a few looks, and the rest say "waiting to be read". The once-a-day look carries on with them, or press Look for new files in the Office tab to read the next batch now.
- "needs Windows text recognition": the health check's Reading photos and scans line says what's wrong. Adding your language in Windows Settings → Time & language → Language & region usually brings it back.
- iPhone photos (HEIC) or WebP pictures won't open: they need a free extension from the Microsoft Store, or save them as JPG.
- "no words found": there were no words RollStill could make out. A clearer, straighter photo usually helps.
The first look through your folders is slow
The first scan reads every file it's allowed to, so big folders take a while. After that, Look for new files and the once-a-day look read only what's new or changed. You can keep using RollStill while it works.
Your privacy
RollStill reads copies of the folders you choose and never changes, moves or deletes your originals. The privacy notice explains what we receive and why.