Get unstuck
When something looks wrong, start here
Match the symptom you can see to the next calm check. Repeating an upload, a payment, or a save rarely fixes the thing the screen is already telling you.
Missing workspace, bot, or controls
| Symptom | Check and next action |
|---|---|
| Bot or lead missing | Check the organization selector, selected bot, and conversation status filter. Look in chat history before assuming a record was deleted. |
| Invite or billing controls unavailable | Check your organization role. Ask an Owner for billing access or an Owner/Admin for membership management. Signing in does not grant those permissions. |
| New organization has no trial | The admin may already have claimed their one trial. Check Subscription rather than repeatedly creating organizations. |
| Cannot add an organization | Check your organization allowance and account access. Open Add organization from the selector, complete all required details, and review any validation message before retrying. |
| Key disappeared after closing its dialog | Plaintext keys are shown once. Generate and install a replacement if you did not save it, then revoke the old key when safe. |
Upload or training failed
| Symptom | Check and next action |
|---|---|
| Unsupported file | Use PDF, DOCX, CSV, TXT, Markdown, or HTML. Convert legacy DOC and spreadsheet workbooks to a supported format. |
| File too large | Keep dashboard training files below 10 MB and select at most 10 at a time. The plan’s per-file ceiling, shared storage, and extraction limits still apply. |
| PDF has no usable text | OCR is disabled. Convert the scan to a text-based document and inspect its readability before retrying. |
| CSV parsing error | Use UTF-8, unique non-empty headers, consistent column counts, and proper quoting. Split an oversized field. |
| URL rejected or returns no content | Use a simple public HTML page URL. Avoid login-only pages, script-only content, and download links. Upload a document file directly when appropriate. |
| URL already exists | The source is already attached to this bot. Remove and re-add it only when deliberately refreshing the page. |
| Training already in progress | Wait for queued/running jobs to finish. Do not repeatedly submit or remove an active source. |
| Remove or retry button disabled | Check for an active job or loading state, then review the submission terms. The current screen requires agreement for these controls as well as Train Bot. |
| Training error information is visible | Open it and read the latest stage, suggested action, and resolved state. Retry this source after correcting the cause; old error history may remain after success. |
| 100% progress but answers missing | Check the Failed count and per-source status. Completion includes failures. Test that the question’s answer actually exists in a trained source. |
| Training allowance exhausted | Distinguish active corpus capacity from this-cycle training usage. Removing sources does not refund completed training work. |
An answer is wrong, stale, or uncertain
- 1
Check the correct bot and session
Confirm the website uses the intended bot/key, and use a fresh session after configuration changes.
- 2
Check the source
Look for the precise answer, intake/date, conditions, and programme in approved material. Resolve contradictory versions.
- 3
Check training
Confirm the intended version is Trained. Adding or uploading a source is not the same as training it.
- 4
Check references and hand off
Compare cited evidence with the actual claim. For consequential or individual decisions, have staff confirm the answer.
Widget, messages, or live updates do not connect
| Symptom | Check and next action |
|---|---|
| Widget does not appear | Verify the deployed script URL and loading order, an active bot-specific API key, route visibility settings, and that initialization runs once. Copy the installation code again from API Setup if its configuration has changed. |
| Authentication failed | Check that the key is active, saved correctly, and associated with the intended bot. Do not use a provider secret or dashboard token as a widget key. |
| Identity or greeting appears stale | Start a new visitor session after saving changes. Existing chat sessions can retain earlier configuration. |
| Composer disabled | Complete a visible contact form. In the dashboard, check whether the conversation is closed or you have not joined it. |
| Chat says Connecting | Wait for the connection and verify the joined state before sending. Reload after connectivity recovers; notification refresh is a separate channel. |
| Live updates temporarily unavailable | Notifications still refresh about every 30 seconds. Reload the dashboard to reconnect instant updates, and check the conversation’s own connection state. |
| Busy / rate limited | Wait and retry after a short pause. Deployment traffic limits and concurrency safeguards can apply even when reply allowance remains. |
| Attachment rejected | Use the widget’s supported formats below 5 MB. Rename a duplicate filename and check remaining organization storage. |
Usage, payment, or invoice problems
| Symptom | Check and next action |
|---|---|
| Checkout pending | Use Refresh payment status. Do not repeatedly create payments while confirmation is unresolved. |
| Payment failed | Read the provider’s reason, correct the payment method, and use the offered retry flow. A checkout return is not proof of payment. |
| Upgraded plan not active | A renewal-plan change applies after the next successful collection. Check the pending plan and access dates. |
| Downgrade blocked | Reduce seats including eligible invitations, bots, files, oversized files, sources, and active knowledge to the smaller plan’s limits. |
| AI replies exhausted | On an eligible active paid plan, consider an appropriate reply pack. It adds replies only and does not renew expired access. |
| PDF invoice unavailable | Check whether two days have passed since payment. Open the Receipt record in the meantime. |
Give support the details that help
Use Feedback in the dashboard for a problem with the product. The support email inside a bot is your institute’s address for students. It is not automatically where platform issues go.
- Organization and bot name, the menu you were in, and a short note of what you expected and what happened.
- The exact message on screen, the time, the filename or page, or the conversation, and whether it happens every time.
- A screenshot with personal details, full keys, signing tokens, and payment details hidden. A student’s privacy matters in a bug report too.
- For a training failure, include the latest stage and the suggested action. For a payment, include the status you can see, not the card or the password.