SStructera

Support

Last updated: 20 May 2026

Need a hand with Structera? Most questions are covered in the FAQ below. For anything else, email us at [email protected].

Get in touch

Send us a message below, or email [email protected] directly. Either way, include your account email and — if your question is about a specific run — the workspace name, so we can look up the right context.

We reply to the address you give here. You can also email [email protected] directly.

Other inboxes for specific topics:

  • Privacy & data requests (UK GDPR / EU GDPR / CCPA): [email protected] — see our Privacy Policy for the full process.
  • Billing questions: include either the email address on the Stripe receipt or the Structera account email and we'll connect the dots.

Frequently asked questions

How does the free sample work?

Sign up, create a company workspace, upload your transactions, and Structera generates a Level 1 / Level 2 / Level 3 spend taxonomy and classifies a statistically representative sample for free. You only pay when you apply the validated taxonomy to your full dataset or export it.

How many free trials does my account get?

One free sample classification per data type per account — three in total: suppliers, materials, and services. The trial is consumed by the first workspace that classifies a sample of that type. A second workspace of the same type requires payment regardless of dataset size. Re-running the sample on the SAME workspace after editing the taxonomy does not consume another trial.

How is pricing calculated?

Pay-as-you-go, tiered by row count, with a GBP 25 minimum. The first 5,000 rows cost GBP 20 per 1,000; rows 5,001-50,000 cost GBP 15 per 1,000; rows 50,001+ cost GBP 10 per 1,000. Sample classification is always free.

Why was my classification only partially successful?

Most rows are classified by our AI engine, but if it fails to return a confident answer for a record after several retries, Structera falls back to a deterministic keyword match. Those rows are marked with method keyword_fallback in the export. You can review and correct them in the review step before applying to the full dataset.

Can I edit a category after generation?

Yes. Rename a category and the change propagates to every child node. Deleting a category removes its descendants too. Whenever the taxonomy changes, any classifications that referenced the affected categories are cleared so the dashboard can't show stale labels.

How do I delete my data or close my account?

Inside a workspace, the Delete company control on the Companies card permanently removes the company, its transactions, its taxonomy, its classifications, and any associated payment job history. To delete your account entirely, email [email protected] from the address on the account.

I forgot my password — what now?

Password reset isn't wired into the UI yet. Email [email protected] from the address on the account and we'll issue a manual reset.

I got Too many attempts on the login page.

That's the brute-force protection on the auth endpoints. Wait a minute and try again. If you're sharing an office IP and legitimately need a higher limit, get in touch.

The classification is taking a long time. Is it stuck?

Classification runs in the background and the progress bar polls every couple of seconds. Large samples can take several minutes depending on AI provider throughput. The page is safe to leave open or close — closing it doesn't cancel the run, and reopening the dashboard later will pick up the result.

What file formats do you accept for upload?

CSV, XLSX, or XLS, up to 25 MB per upload. The expected columns depend on the data mode (suppliers, materials, or services) — download a template from the upload step to see the exact headers.

What’s in the Excel export beyond the classified rows?

Every paid export ships with a procurement-consultant insight pack: an executive summary, Level 1 category analysis with strategic recommendations, top suppliers with action notes, supplier rationalisation candidates with estimated savings ranges, a tail-spend analysis, and a prioritised quick-wins playbook. Included in the pay-as-you-go price.

How do I change cookie choices?

Open the consent banner again via the Cookie settings link in any page footer. See the Cookie Policy for details on each category.

Still stuck?

Email us at [email protected] with as much detail as you can — what you were trying to do, what you expected, what happened instead, and a screenshot if the UI was involved. We'll get back to you.

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