Troubleshooting

Quick answers to the issues users hit most. Still stuck? Email support. Team plans include priority email support, Scale gets 4-hour response times.

Sign-in problems

I forgot my password. Use the reset link on the login page. You'll get a reset email. If the email doesn't arrive, check spam, then contact your company admin.

My account says it's inactive. Your company's subscription may have lapsed or your seat may have been removed. Your company admin can check both on the Usage & Billing page.

Agent issues

The agent seems stuck. Open the session tab and check the live activity feed. Long steps (installing dependencies, big test suites) can genuinely take a while. If a step is waiting on an approval, the run pauses until you approve or reject it; look for the approval prompt in the session.

The agent can't modify files. Check the active mode: Research & Analysis, Teacher, and Code Reviewer modes are read-only by design. Switch to Developer mode for changes. See The Agent.

A multi-node task only ran on one node. If the task is locked to a project folder, fan-out intentionally collapses to a single node so parallel agents can't corrupt the project. This is the folder-lock safety described in Fleet & nodes.

Node issues

A node shows offline. Tasks automatically route to your other online nodes, so work continues. If a specific node stays offline, contact support. Node recovery is handled on the platform side.

API issues

401 Invalid API key. The key is missing, mistyped, or your company status isn't active. Send it exactly as X-API-Key: <key>. Header name matters. See API access.

403 on an admin endpoint. Admin endpoints require an admin role, and platform-level endpoints additionally require admin mode to be active in the dashboard session.

Hitting my monthly API quota. Quotas are per plan (100k on Team, 500k on Scale). Check consumption on Usage & Billing; upgrade or contact sales for more.

Agent AI capacity

Runs stopping due to AI provider limits. Add your own funded provider key (BYOK) from the Agent page's API Keys manager. Your DeepSeek key is used first, keeping runs alive on your own quota. See API access.