Troubleshooting
Common situations and what to do — unverified email, PDFs with no text, no model, out of credits, seats full, broken links.
Signing in
"Email not verified" at sign-in — click Send a new verification link on that screen and check spam. Old links expire after a while.
The reset link says "This link is incomplete" — the link was cut when copied. Open it straight from the email or request a new one.
The app shows Create your workspace although you had one — you are no longer a member of any workspace (you were removed). Create one or ask for an invitation.
Documents
A PDF goes failed right after parsing — almost certainly a scanned PDF with no text layer.
Run OCR elsewhere and re-upload. See Upload documents.
"The X method cannot read filename" — the chunking method does not accept that format. Change Chunk this batch as or convert the file (XLSX → CSV, PPTX → PDF).
New knowledge base is locked — plan limit reached. See Features by plan.
The Embedding model dropdown is empty — the workspace has no usable embedding model. See Models; if the catalogue says no provider key, contact the deployment administrator.
Chat and agents
"No provider is configured" — the deployment has no model provider yet. Cannot be fixed at workspace level.
An answer has no citations — the conversation is on No retrieval, or no passage cleared Min. relevance. Pick a knowledge base, lower the threshold, or try Exact words when asking by codes / proper names.
Answers pull in unrelated passages — raise Min. relevance, lower Passages, or narrow the file scope.
Red balance, "Too low for another answer" — top up (Starter and up) or wait for the refill.
An agent sits at awaiting_input — it is waiting for Approve / Decline or the Ask a
person form. Open the run from History.
A tool says "Needs the X connection" — connect it under Connected accounts or Your APIs.
A trigger never fires — the agent must be active, the trigger Enabled, and the plan must include Webhooks and triggers.
Members and billing
Cannot invite, "seats full" — pending invitations hold seats too. Cancel old ones under Pending invitations or upgrade.
Back from Stripe with ?checkout=cancelled — nothing was paid, nothing changed. Try again
from Billing.
A webhook is "switched off after failures" — your endpoint failed 20 times in a row. Fix the server, read Deliveries to see what it answered, then switch Enabled back on.
When contacting support
Include the requestId from the error, the workspace name and the time — the Failures tab on Usage often already holds the answer.