Frequently Asked Questions

Quick answers to the most common questions.

General questions

Is Pollo Assistance really free?

Yes. The FREE plan is free forever, with credit-based quotas (200K credits/day, 3M/month). For most users that's well above 100 messages per day. You only pay if you want larger quotas, and it's a single $25 payment, not a monthly subscription.

What's the catch?

No catch. Operating costs are covered by:

• Premium users who pay the one-time fee.
• The extension marketplace (Pollo Assistance keeps a share).
• The AuraEON educational version (its costs are subsidized when it pays back).

The platform is designed to scale without monthly subscriptions.

Do you sell my data?

No. Your data lives in Firestore (Google Cloud Europe) and stays there. We don't train models with your conversations. We don't share with third parties for advertising. If you delete your account, your data is deleted immediately; internal backups may hold remnants for up to 30 days, as the privacy policy states.

Why so many different AIs?

Each AI has strengths and weaknesses: gpt-oss-120b is great for code, and the Gemini Flash models swallow huge documents that won't fit in others. The brain picks the best one for each task automatically, so you don't have to know which is which. The full list changes every few weeks, depending on which models come out and which free quotas exist: the current one is in AI models.

Account & access

I forgot my password

On the login screen, click "Forgot password?" and you'll get an email to reset it.

Can I have multiple accounts?

Yes, with different emails. But Premium is per-account, not transferable.

How do I delete my account?

Settings → “Delete account”. It will ask you to identify yourself again (your password, or Google if that’s how you signed in) and to type the word DELETE to confirm. There is no grace period and no undo: it is removed right away — your chats, your files, your installed extensions and the account itself. (Internal backups may hold remnants for up to 30 days; that is what the privacy policy states.) You can also do it without entering the app, from this page.

Technical issues

The AI is responding very slowly

Possible causes:

• The chosen model is overloaded (rate-limited by the provider). The brain will use another one in the next message.
• You're on Summum tier with a complex request. Try Luces, the difference in speed is significant.
• Your internet connection is unstable.

The AI invents things ("hallucinates")

It happens with all AIs, especially in Palos (smaller models). Tips:

• Use Summum for tasks where precision is critical.
• If the AI says "I already did X" but nothing actually changed, it's a hallucination — ask it again to actually execute.
• For code: always check what was committed in your repo before assuming the AI did it.

I get errors when uploading large files

The per-file ceiling in Pollo FILES is about 760 KB, the same on every plan: each file is stored inside a database document, and those can’t exceed 1 MiB. For larger files use Pollo CODE with GitHub or Drive, which don’t go through it.

Pollo CODE

Why does the AI need access to my repo?

It doesn't go to Pollo Assistance's servers. The AI works directly in your repo with the tools fs_listDir, fs_readFile, fs_writeFile. We never download or store your code on Pollo Assistance. You see every commit in your own GitHub.

Can I revoke access?

Yes, at any time:

• GitHub: github.com/settings/applications → revoke "Pollo CODE".
• Drive: Google permissions → revoke "Pollo Assistance".

Do my conversations get saved?

Yes, and in different places depending on where you talk:

• On the web: in your account, so they show up in the sidebar and follow you from one computer to another.
• In Pollo CODE (the terminal): in a .pollo/sesion.json file inside the project's own folder, on your computer. It is never uploaded, because it carries pieces of your files inside it.

Contact

If your question isn't here, write to support@polloassistance.com. You can also click the 💬 Support button in the top bar (only visible when logged in) to open the contact form directly.