We're a small team and we read every support email. If you're stuck, this page is the fastest way to get unstuck — and if it doesn't help, write to us and a human will respond.
Contact
Email: contact@chronabio.ai
Response time: One business day for most issues. Urgent submission-blocking issues are prioritized — say "URGENT" in the subject line and tell us your submission target date.
Which product are you using?
Chrona has three flavors. Knowing which one you have helps us help you faster.
- Chrona Enterprise — the web app at app.chronabio.ai, plus a Word Add-in deployed by your company's IT team. If you didn't install the add-in yourself and signed in with your work account, this is you.
- Chrona Pro — a Word Add-in you installed yourself from Microsoft AppSource for your individual use. The Pro ribbon includes formatting and validation tools that run entirely inside Word.
- CTDCommons Viewer — the free public viewer at commons.chronabio.ai for browsing donated reference INDs. No installation, no Word integration.
Common issues — Word Add-in
The Chrona ribbon doesn't appear in Word.
- Pro: Open Word → Insert → My Add-ins → confirm Chrona is listed under "Admin Managed" or "My Add-ins." If it's there but not on the ribbon, restart Word completely (not just close the document).
- Enterprise: Confirm with your IT administrator that the add-in has been deployed to your account via M365 Centralized Deployment. Deployment can take up to 24 hours to reach all users after IT pushes it.
Sign-in fails or loops.
Word caches authentication tokens aggressively. To force a clean sign-in:
- Close Word completely.
- Sign out of any Office sessions: File → Account → Sign Out.
- Reopen Word and try again. The Chrona sign-in dialog should appear.
If single sign-on (SSO) still fails, your IT team may need to grant consent for the Chrona application in your organization's Azure tenant. Send them this page.
My ribbon looks different after an update — buttons missing or in the wrong place.
Office caches add-in manifests. Fully restart Word (close all documents and Word windows). On Windows, if that doesn't work, clear the Office add-in cache: %LOCALAPPDATA%\Microsoft\Office\16.0\Wef\ — close Word, delete the contents of that folder, reopen Word.
A check is flagging something I think is correct.
Every Chrona finding is dismissable with a written rationale (10-character minimum). Your dismissal is recorded in the audit trail and the finding will not be re-flagged on subsequent scans of the same document version. If you believe the rule itself is wrong, email us with the document section (anonymized if needed) and the rule that fired.
Common issues — Web app (Enterprise)
I can't see my SharePoint files.
Chrona Enterprise reads files from your organization's SharePoint Online via Microsoft Graph API. Your IT team must:
- Create or have created an Azure app registration in your tenant.
- Grant
Sites.Selectedpermission to the SharePoint sites you want Chrona to read. - Provide the credentials to A2 Foundry for configuration in your organization's Chrona settings.
If you're seeing an empty file list, your IT team has either not completed step 2 (the specific site grant) or the credentials in step 3 haven't been entered. Forward this paragraph to your IT contact.
A scan is taking a long time.
LLM-based Review scans (abbreviations, dose/unit consistency, codenames, population) take 30–60 seconds per call and run across the full lifecycle-resolved document set. Larger submissions take longer. Scans run in the background — you can navigate away and come back.
I dismissed a finding by mistake.
Every dismissal can be undone. Go to the same finding, click the dismissed indicator, and choose "Restore." The restore action is itself recorded in the audit trail.
Privacy and data handling
Chrona Pro runs entirely inside the Word add-in sandbox. Document content does not leave Word. What we receive from the Pro add-in: your sign-in identity, your saved rule preferences, and anonymous usage telemetry (which buttons you click).
Chrona Enterprise reads documents from your organization's SharePoint via Graph API and sends structured excerpts to your configured LLM provider (BYOK). A2 Foundry does not store document content on our servers.
For the full picture, see our Privacy Policy and Terms of Service.
Reporting a bug
Email contact@chronabio.ai with:
- Which product (Enterprise web app, Enterprise Add-in, Pro Add-in, CTDCommons Viewer)
- What you were trying to do
- What happened instead
- Word version (Pro/Enterprise add-in only) — File → Account → About Word
- A screenshot if the issue is visual
- The approximate time the issue happened (so we can correlate with logs)
If your issue involves document content you can't share, just describe it generically. We will not ask you to send IND content.
Security and compliance questionnaires
For enterprise prospects: A2 Foundry maintains a Data Handling & Security document and can sign DPAs and BAAs where applicable. Email contact@chronabio.ai.