Frequently Asked Questions

Frequently Asked Questions

Quick answers to the questions we hear most about Ask Sage — accounts, tokens, security, models, and troubleshooting.

Table of Contents
  1. Getting Started
  2. Subscriptions & Billing
  3. Security & Data Privacy
  4. Datasets & Data Management
  5. Tokens & Usage
  6. Account & Login
  7. Models & Features
  8. Troubleshooting

Getting Started

Sign-up, access, and connection options

How do I sign up for Ask Sage?
Visit https://chat.asksage.ai/login or contact our sales team. All information fields are required to create a new account.
Can I interface with Ask Sage through an API?
Yes, Ask Sage has an API that allows you to interact with the platform programmatically. You can use the API to ingest data, generate inferences, and more. See the API documentation for more information.
What URLs can I use to access Ask Sage?

Subscriptions & Billing

Trials, plan changes, and token purchases

Is Ask Sage free to use?
New accounts receive a free 30-day trial with up to 200k Inference tokens and 200k Training tokens. After the trial expires, you'll need to start a subscription or be added to an enterprise account to regain access.
How do I manage my subscription?

Purchase/Modify: Click the "Manage Subscription" link in the Tokens tab of your Settings, or email billing@asksage.ai.

Upgrade: You can upgrade your plan anytime.

Cancel: Email billing@asksage.ai before your next billing cycle. No refunds are issued for cancellations mid-cycle.

How can I purchase more tokens?
Email billing@asksage.ai to purchase additional tokens. If you're on an enterprise account, contact your enterprise account administrator.

Security & Data Privacy

How your data is protected and segmented

How does Ask Sage protect my data from being used to train models?

Ask Sage utilizes "fire and forget" APIs to ensure your data is never used for training:

Infrastructure: We leverage Azure OpenAI APIs on Azure commercial FedRAMP high cloud (fully managed by Microsoft). Our vector database storing CUI is hosted in Ask Sage's Azure GovCloud at IL5.

Embeddings, Not Fine-Tuning: We embed information to maintain model agnosticism rather than fine-tuning models. This allows us to use your data with any model in the future.

Fire and Forget Queries: At query time, we only pass 3-6 relevant results to the Azure OpenAI model. Once a response is generated, the query data is not retained or stored.

This approach, combined with our secure infrastructure, guarantees that user data remains protected and is never used to train models.

Is my data accessible to other users?
No. Ask Sage utilizes label-based access control. Only you have access to the data you ingest unless you explicitly grant access to other users within your organization.
What does "Gov" designation mean for models?
Models with "Gov" designation are hosted on government cloud infrastructure with the same security standards as other CUI-compliant models where data is not used for training.
How do I limit my organization to CUI-compliant models only?
Email support@asksage.ai to request that they limit the models available to your Enterprise Account to CUI-compliant only. You will receive confirmation when the models have been provisioned.

Datasets & Data Management

Storing, sharing, and ingesting your data

What is a dataset?
A dataset is a collection of data you can ingest into Ask Sage. It functions like a folder where you can store and organize data based on specific use cases or projects. Datasets can include various formats such as text, images, and audio, and they enhance the quality and relevance of model-generated outcomes by merging your prompts with the ingested information.
Can I share my datasets with other users?
Yes, you can share datasets with other users within your organization. However, the dataset owner will need to give elevated permissions to other users so they can modify the shared dataset (ingest data, share dataset, etc.).
What types of documents can I ingest?
You can ingest almost any file type. If you encounter issues with a specific file or document, contact us and we'll help you ingest it into Ask Sage.

Tokens & Usage

How tokens work, when they reset, and where to check them

What are Ask Sage tokens?

Ask Sage tokens are model-agnostic and serve as the central currency for the platform. One token is roughly equivalent to 3.7 English characters.

Inference Tokens: Used to make predictions or generate responses. Consumed when you submit prompts, use plugins/agents, or interact with models.

Training Tokens: Used for creating and populating datasets. Consumed when uploading data as it's processed into embeddings and stored in the vector database.

For a deeper walkthrough, see Ask Sage Tokens.

When do tokens replenish and do they roll over?
Inference and Training tokens reset on the 1st day of each calendar month, separate from the billing cycle. The reset happens at 00:00 UTC, not local midnight, so depending on your timezone it may look like the reset lands late on the 28th–31st or early on the 1st. Unused tokens do not roll over month-to-month.
Why do I see a different token count in the bottom right corner?

That badge opens the Conversation Context panel, which shows how much of the current model's context window your conversation is using. It is a per-conversation capacity set by the model — it resets to zero every time you start a new chat, and it varies by model.

It is not your Ask Sage token balance. To check your available tokens, go to the Tokens tab in your Settings.

For a full breakdown of the panel's fields, see Conversation Context.

Account & Login

Sign-in issues, CAC/PIV, and MFA

Why am I getting a "Login Failed" message?
This occurs when your credentials don't match. Reset your password to avoid having your account automatically banned after 3 consecutive failed login attempts.
How do I add my CAC/PIV to my account?

Before signing in with your CAC/PIV, you must manually associate it with your account:

  1. Sign in with your Email and Password (not "Sign in with CAC/PIV")
  2. Click the Settings cog in the bottom left corner
  3. Select the Account tab
  4. Scroll to "Register CAC/PIV to your account" and click it (ensure your CAC is in the reader)
  5. Log out and sign back in using your CAC/PIV
How do I update my CAC/PIV?
Email support@asksage.ai to have your old CAC removed. Once confirmed, you can associate your new CAC in the Account tab of your Settings.
How do I manage MFA (Multi-Factor Authentication)?

Enroll: Go to Account Settings after signing in with your email and password. We recommend using Microsoft Authenticator App.

Reset: Email support@asksage.ai to request an MFA reset. You'll receive confirmation and re-registration instructions.

Note for Admins: You cannot enforce MFA from the Admin Panel. Inform members to register MFA in their Account Settings and monitor MFA status in the Users tab of the Admin Panel.

Why is my account disabled?
Accounts can be disabled by an enterprise admin or after 3 consecutive failed login attempts. Contact your enterprise account admin or email support@asksage.ai for assistance. Note: If you're on an enterprise account, only admins can re-enable your account.

Models & Features

Personas, temperature, image models, and Live

What is a Persona?
A persona is a set of characteristics that define the model's behavior and knowledge focus. You can use pre-built personas or create custom ones using "Create a New Persona (advanced mode)". Only one persona can be active at a time, but you can switch between them as needed.
How do I share a persona?
After creating a persona, click the Private tab in the Persona selection window, then click the Share icon in the top right corner of the persona. You can only share with users in the same Organization/Enterprise Account who have Ask Sage accounts.
What is Temperature?
Temperature controls the randomness of the model. Lower temperatures make the model more deterministic and focused. Higher temperatures increase creativity but may produce less coherent results.
What models can generate images?
Models in Ask Sage with the "Image Generation" category can generate images.
What does the Live/Live+ function do?
The Live feature performs real-time web searches and returns up-to-date information in the model's responses.
Can I train a custom model?
No, Ask Sage does not support custom model training. Instead, we use embeddings and RAG (Retrieval-Augmented Generation) to maintain model agnosticism and ensure your data can work with any model.
Why does the model forget things I said earlier in a long chat?

Every model can only hold a limited amount of content in view at once — its context window. Models are stateless between turns, so your whole conversation is re-sent with each new message, and as a chat grows it fills that window. Once usage approaches 100%, the oldest messages are dropped to make room for new ones. Nothing is deleted from your saved chat history, but the model can no longer see the dropped messages.

Click the token badge in the bottom-right corner of the chat window to open the Conversation Context panel and see how full the window is. Starting a new chat when the topic changes is the simplest fix — see Conversation Context.

Troubleshooting

Common loading and chat issues

Why is Ask Sage stuck on "Thinking please wait"?
This occurs when the chat contains too much information. Start a new chat, as models have context limits and can get stuck when the chat becomes too large.
Why is Ask Sage stuck on "Getting Things Ready"?
This happens when you've attached a file that's too large and the system cannot load the UI. Email support@asksage.ai to have your most recent prompt deleted from your account.

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