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Troubleshooting

Updated 2026-04-18

Most breakages boil down to identity, roles, plan caps, or browser state. Walk the matching section below, note what you tried, then contact us with timestamps if the product still misbehaves.

Permission errors

Symptoms: buttons disabled, “not allowed”, or silent no-ops.

  1. Confirm your role actually includes the action—viewers rarely execute tools.
  2. Check project scope: a scoped editor cannot see assets outside approved projects.
  3. Ask an owner to validate billing standing; expired subscriptions sometimes lock execution even when read access remains.

Role required: Billing mutations are owner-only; non-owner roles are read-only in billing.

Invitation issues

Symptoms: pending forever, “email already used”, redirect loops.

  • Accept invites with the exact email address that received them—aliases or shared inboxes frequently cause mismatches.
  • Request a fresh invite after long delays; older links expire for safety.
  • Still stuck? Sign up & sign in covers session hygiene (sign-out-everywhere, password vault conflicts).

Credits or plan limits

Symptoms: cannot start runs, cannot create projects, surprise throttles.

  1. Open Billing on the organization (/org/your-slug/billing) and confirm balance plus seat counts.
  2. Review whether the action needs additional credits or an upgrade path—messaging differs by plan.
  3. Compare in-app totals with receipts; if they diverge, include invoice numbers when you escalate.

Heavy model usage may exceed the simplified “credits per run” callout—cross-check AI model credit rates when finance teams audit video or premium text runs.

Subscription or invoice mismatches

Reconcile billing emails and receipts with in-app Billing totals. Legal policies on Billing policy govern refunds, renewals, and taxation statements.

Interface looks stale

Perform a normal hard refresh first. Developers running local previews should restart the dev server once, clear service workers if installed, and reload—hot reload occasionally desyncs client caches.

Files and image access issues

If images/files fail to load intermittently:

  1. Confirm you are accessing assets through app-generated URLs (signed/private-safe), not old direct object links.
  2. Refresh the page to regenerate short-lived signed read URLs when needed.
  3. Re-open from the workspace route to ensure org/project auth context is present.

Reliability checks

For owners/admins diagnosing repeated run failures:

  1. Inspect run status transitions (queued/running/failed) in workspace history.
  2. Retry a single run first to rule out transient issues.
  3. Use available recovery controls before bulk reruns.
  4. Escalate with org slug, project name, tool name, and UTC timestamps.

Still blocked?

Collect organization slug, project, tool ID, approximate UTC time, and any error codes rendered in the UI. Screenshots help, but structured data gets you a faster answer.

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