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PerplexityAI

Perplexity Not Working? Troubleshooting Guide

First, find out whether Perplexity is down or the problem is on your side. Then work through the fixes for your exact symptom, run a quick browser self-check, and if you still need help, build a support message with all the details Perplexity asks for.

Step 1

Is Perplexity down, or is it just you?

Probably Perplexity (an outage)

  • The status page shows an incident
  • It fails on every device and network
  • Friends or colleagues see the same error
  • It started suddenly for everyone

Open status page ↗

Probably your side

  • The status page shows everything operational
  • It works on your phone but not your computer, or the reverse
  • It works in a private window
  • Only one feature, file or thread fails

Work through the fixes below.

Step 2

The 7-step fix, in order

Each step rules out a common cause. Stop as soon as Perplexity works.

  1. Check the status pageOpen status.perplexity.ai to see if there’s an outage.
  2. Hard refreshCtrl+F5 on Windows or Cmd+Shift+R on Mac.
  3. Try a private windowRules out extensions and cached data.
  4. Clear site dataClear cookies and cache for perplexity.ai, then sign in.
  5. Update or reinstall the appGet the latest version from the official store.
  6. Try another network or deviceSwitch Wi-Fi or mobile data, and turn off VPNs.
  7. Contact supportEmail support@perplexity.ai with your details and a thread link.

Perplexity’s own support page recommends a hard refresh and checking the status page before you contact them (source). Clearing site data won’t delete your history; it’s saved to your account.

Step 3

Fixes by symptom

Open the one that matches what you see.

Page won’t load or stays blank

Works for most loading, spinner and blank-page problems.

  1. Check status.perplexity.ai for an outage.
  2. Hard refresh: Ctrl+F5 (Windows) or Cmd+Shift+R (Mac).
  3. Open a private or incognito window; if that works, an extension or cached data is the cause.
  4. Clear cookies and cache for perplexity.ai only, then sign in again.
  5. Turn off VPN, proxy or strict ad blockers for perplexity.ai.
  6. Try another browser or device.
“Something went wrong” or answer fails

Often temporary or tied to one thread or mode.

  1. Wait a few seconds and press retry or ask again.
  2. Shorten the question or remove very large attachments, then try again.
  3. Start a new thread; very long threads can fail.
  4. Switch from Labs or Deep Research to a normal Search to see if the issue is mode-specific.
  5. Check the status page; if errors persist, report with a thread link.
Endless “verify you are human” check

Security checks loop when cookies are blocked or traffic looks unusual.

  1. Turn off VPN or switch server; shared IPs often trigger checks.
  2. Allow cookies and JavaScript for perplexity.ai.
  3. Disable privacy extensions temporarily, then complete the check.
  4. Make sure your device clock and time zone are set automatically.
  5. Try another network, such as mobile data.
Answer stops halfway or is cut off

Usually a dropped connection or a very long response.

  1. Ask “please continue” in the same thread.
  2. Check your connection; switch Wi-Fi or mobile data.
  3. Ask for a shorter format, or split the request into parts.
  4. For long reports, use Deep Research, which is built for length.
“Limit reached” or Pro Search unavailable

Limits are features, not bugs; see limits and credits.

  1. Free plans have daily limits for Pro Search, Deep Research and uploads.
  2. Use a quick Search for simple questions, or wait for the reset.
  3. On paid plans, check limits and any Computer credit balance.
  4. Make sure you’re signed in to the right account.
App crashes, freezes or won’t open

Out-of-date apps cause most crashes.

  1. Update the app from the App Store, Google Play or Microsoft Store.
  2. Force-close and reopen it, then restart your device.
  3. Free up storage space on your phone.
  4. Uninstall and reinstall the official app.
  5. On Mac, keep only one Perplexity app installed.
Voice or microphone doesn’t work

Nearly always a permissions issue.

  1. Allow microphone access for Perplexity in your device or browser settings.
  2. Close other apps using the microphone (calls, recorders).
  3. Check the correct input device is selected on a computer.
  4. Restart the app after changing permissions.
Can’t sign in or code doesn’t arrive

See the help hub troubleshooter for more sign-in fixes.

  1. Check spam and promotions folders, then request one new code.
  2. Use the same method you signed up with: Google, Apple or email.
  3. Clear cookies for perplexity.ai and try again.
  4. Work email? Ask IT if messages from perplexity.ai are blocked.
File won’t upload or is ignored

Use the file checker on our file uploads page.

  1. Check size and format; export HEIC, Pages or ZIP files first.
  2. Wait for the upload to finish before asking.
  3. Re-attach the file in a new thread; uploaded files can expire.
  4. Free plan? You may have hit the daily upload limit.
Comet browser problems

See our Comet guides for more.

  1. Update Comet to the latest version.
  2. Disable recently added extensions.
  3. Check the site isn’t blocked from Comet Assistant in settings.
  4. Assistant browser control uses Perplexity Computer credits.

More help: limits and credits · file checker · upload errors · Comet · app installation · API errors (developers).

Browser self-check

Checks a few settings in this browser that commonly break sites like Perplexity. It runs locally; nothing is sent anywhere. (It can’t test Perplexity itself.)

Step 4

Still broken? Build a support message

Perplexity asks for your platform, browser or app version, and a thread link. Fill this in and we’ll write the email for you.

Support message builder


      
Open in email app

      
Sends to Perplexity’s official address, support@perplexity.ai. Don’t include passwords, codes or card numbers. perplexitiai.com doesn’t see or store this message.

    

  


  

    
FAQ
Perplexity not working: questions

    

      
Is Perplexity down right now?
Check Perplexity’s official status page at status.perplexity.ai. If it shows an incident, wait for it to be resolved. If everything is operational, the problem is likely on your device, browser or network; try the fixes on this page.

      
Why does Perplexity say “Something went wrong”?
It’s a general error. Common causes are a temporary server problem, a very long thread, a large attachment or a connection drop. Retry, start a new thread, or check the status page.

      
Why does Perplexity keep asking me to verify I’m human?
Security checks repeat when cookies or JavaScript are blocked, when you use a VPN or shared network, or when privacy extensions interfere. Turn off the VPN, allow cookies for perplexity.ai and try again.

      
Why is the Perplexity app crashing?
Most crashes come from an out-of-date app or low storage. Update the app, restart your device, and reinstall if needed.

      
Why does Perplexity stop in the middle of an answer?
Usually a dropped connection or a very long answer. Ask it to continue, or ask for a shorter format.

      
How do I report a bug to Perplexity?
Email support@perplexity.ai with your platform, browser or app version, what happened and a share link to the thread. For wrong answers, use the three-dot menu under the answer and choose Report.

      
Does clearing my cache delete my Perplexity history?
No. Your threads are saved to your account, not your browser. You’ll just need to sign in again.

    

    
More help

    

      Help hubAccount and billing
      Upload errorsFix file problems
      App installationInstall and reinstall
      PrivacyData and settings
      Wrong answers?Accuracy guide
      API errorsFor developers
    

  


  

    

      
Fixed?

      
Get back to your question

      
If it’s still not working, check the status page again in a few minutes or email official support with your message.

      

        Open Perplexity ↗
        Status page ↗