FAQ
General
Section titled “General”What is Prudai Platform?
Section titled “What is Prudai Platform?”Prudai Platform is the umbrella environment with six personas: LEO, LEO Fiscaal, VERA, ZIA, BEVER, and IRMA. The web app runs at app.prudai.com. There is also the IRMA app for risk management and your ISMS, and, on request, ORDO (practice management for law firms) and MAIA (management information on your organization’s own figures). For who each persona is for and what sets it apart, see The personas. Inside your selected persona, the assistant helps with analysis, summarization, structuring and drafting, grounded in your own documents and enabled knowledge sources (such as legislation and case law).
Does a trial cost money?
Section titled “Does a trial cost money?”No. You start with a 14-day trial without a credit card. After those 14 days access simply stops and nothing is charged. The owner of your organization can see how many trial days are left in the Account Dashboard under Billing, in the Plan & status block.
If you want to continue with a subscription after the trial, contact Prudai at info@prudai.com.
I see “Subscription expired” or “Access temporarily blocked”. What now?
Section titled “I see “Subscription expired” or “Access temporarily blocked”. What now?”That screen is about your whole organization’s access, not about your own account and not about an outage. Only organizations with a running subscription or an active trial get access. If the subscription or trial has ended, or access has been blocked, you see a fixed screen instead of the app. Your data is kept.
How to resolve it:
- Click support@prudai.com on the screen, or contact your administrator. Only Prudai can extend or restore access.
- To continue with a different account, click Sign out.
More detail, including the Access cannot be determined screen: Troubleshooting & support.
Can the assistant be wrong?
Section titled “Can the assistant be wrong?”Yes. Treat output as a draft and verify anything critical (citations, deadlines, amounts, source references).
Why does the assistant sometimes seem to make things up in a long conversation?
Section titled “Why does the assistant sometimes seem to make things up in a long conversation?”The longer and fuller a chat becomes (many questions, many documents, several topics mixed together), the higher the chance the assistant mixes up details or “fills in” a passage that isn’t literally there. So start a new chat per topic or part of the case file and check citations against the source. More on this: Reliable answers.
Where can I find legal and security information?
Section titled “Where can I find legal and security information?”Use the official centers:
- Legal Center: legal.prudai.com for legal documentation: NLdigital Terms 2025 (with the Prudai supplement), Privacy Statement, Data Pro Statement (Data Processing Agreement), Service Level Agreement (SLA), and Fair Use Policy.
- Trust Center: trust.prudai.com for security and compliance information (such as controls, certifications, subprocessors, and FAQ).
A summary is on Privacy & security.
What drives answer quality?
Section titled “What drives answer quality?”Usually from this combination:
- your prompt (goal, role, constraints, desired format),
- the documents the assistant is allowed to use (dossier or project, personal, knowledge bases),
- which sources and capabilities are switched on on the Knowledge page,
- the thinking depth you choose.
Which knowledge sources does Prudai have?
Section titled “Which knowledge sources does Prudai have?”A complete overview of all sources (legislation, case law, registers, regulators, and curated knowledge bases per legal area) is at Knowledge sources, compiled from the source catalog. Which sources you see depends on your persona and your specialization.
What are the weekly feature tips and how do I turn them off?
Section titled “What are the weekly feature tips and how do I turn them off?”The feature tips are short weekly emails about features you have not used yet. If you do not want them by email, go to Settings → Notifications, switch off the Email channel for Feature tips, and click Save preferences. See Notifications.
How do I reference a document?
Section titled “How do I reference a document?”In chat you can mention documents with @:
- Type
@and pick from the list. - Document name with spaces? Use
@"..."(with quotes).
How do I reference a task?
Section titled “How do I reference a task?”In a chat inside a dossier or project you can mention tasks with #:
- Type
#and pick from the list. - Task name with spaces? Use
#"...".
Can I explore another route without losing the conversation?
Section titled “Can I explore another route without losing the conversation?”Yes. Hover over one of your own messages, click Edit, change the question, and choose Save & regenerate. The original question and answer are kept as a separate version. Use Previous version and Next version to move between them. See Chat.
What does “The response stalled. Please try again.” mean?
Section titled “What does “The response stalled. Please try again.” mean?”No new text arrived for a while and the chat stopped waiting. Send your question again. If it keeps happening, pick a lower thinking depth or ask for a long piece in parts. Long answers, including on Thorough and Ultra, stream in as they are written. See Troubleshooting & support.
Can I use voice?
Section titled “Can I use voice?”Yes, in three ways:
- Dictate in chat: click the microphone on the right of the input bar and speak your question. See Chat.
- Voice memo: record a longer memo with Voice memo in the sidebar, then choose which dossier or project it belongs to. It becomes a searchable transcript. See Projects.
- Upload audio: an existing recording (e.g.
.mp3or.m4a) is transcribed automatically during processing. See Files.
Can I turn a recorded meeting into a written report?
Section titled “Can I turn a recorded meeting into a written report?”Yes. Upload the audio file into your dossier or project or under My Files; transcription runs automatically. Then ask in chat, for example: “turn this recording into a meeting report”.
How do I get an answer into Word or PDF?
Section titled “How do I get an answer into Word or PDF?”Every answer has a button row with export to Word and PDF (with organization branding and citations preserved). In a dossier or project you can save the export straight away with Save Word to project files. See Export.
What does the prompt improver do?
Section titled “What does the prompt improver do?”The Prudai button in the input bar (the logo icon, with the tooltip Improve prompt with AI) rewrites your rough question into a complete, structured instruction, using the latest messages of the conversation as context. You review the rewritten prompt before sending. See Prompt library.
How do I verify what an answer is based on?
Section titled “How do I verify what an answer is based on?”Click a citation under or inside the answer: the source text (ruling, statute, or document) opens in a side panel so you can read the passage yourself before adopting it. See Citations & source availability (sign-in required).
How do I set my specialization?
Section titled “How do I set my specialization?”The first time you open the chat, the specialization stepper appears: you pick your role and your legal areas or fields. Later you change it on the Knowledge page, under Specialization. Your specialization determines which sources are switched on for you by default. See Knowledge (sign-in required).
What is Memory?
Section titled “What is Memory?”Memory is a personal layer where the assistant retains stable preferences about you. You manage your memories (view, add, edit, delete) in the web app under Settings → Memory. See Settings.
Dossiers, projects & documents
Section titled “Dossiers, projects & documents”Why wait for “Processed”?
Section titled “Why wait for “Processed”?”Because the assistant can only reliably search and cite a document after it has been read in and indexed. Until then you see statuses such as Pending and Processing.
Can I edit metadata?
Section titled “Can I edit metadata?”Yes. With Edit details you can change the title, tags, document date and notes, among other fields. That helps the assistant understand the context better.
Can we share firm-wide knowledge?
Section titled “Can we share firm-wide knowledge?”Yes. An owner of your organization can create an organizational knowledge base in the app and fill it with models, house-style clauses, and the office handbook; everyone at the firm then gets answers grounded in them. See Knowledge (sign-in required).
Add-ins for Word, Excel, and Outlook
Section titled “Add-ins for Word, Excel, and Outlook”Why does sign-in in Word open a separate window?
Section titled “Why does sign-in in Word open a separate window?”Because sign-in is not allowed to run inside the add-in’s task pane. The add-in therefore opens a secure Office sign-in dialog; after signing in you return to Word and the add-in picks up the session.
Are there add-ins for Excel and Outlook?
Section titled “Are there add-ins for Excel and Outlook?”Yes, both. See Prudai for Excel and Prudai for Outlook.
More on Word: Prudai For Word.