Common issues & fixes
Quick fixes for the things people hit most - stale data, missing integrations, limits and lockouts.
Most issues fall into a handful of buckets. Here's how to recognise and fix each one.
My data looks stale or out of date
Platform data refreshes on a schedule, not live on every click.
- Check when the last refresh ran and when the next is due.
- Trigger a manual refresh - note there's a short cooldown (about an hour) between manual refreshes.
Refresh controls live in Settings - Data & refresh. See Your workspace settings.
Refresh from the client's management page ("Refresh now"), and set the cadence in their settings. See Adding & managing clients.
A platform tab shows "connect this" instead of data
That platform isn't connected (or its access expired). Open Connections and connect or reconnect it. If you see a Reconnect prompt, access was revoked or timed out - re-running the connection fixes it. See How data connections work.
I hit a usage limit
AI-heavy features (reports, copywriting, AI search and so on) have a monthly allowance. When you reach it you'll get a clear message; the allowance resets at the start of each month.
Check your remaining allowance under Settings - Usage. If you regularly run out, a bring-your-own-key plan lifts the caps on AI-heavy features. See Plans, pricing & billing.
Per-feature limits are set on each client's settings page; raise them there if a client needs more headroom.
The dashboard shows a billing notice
If a payment failed or a trial ended, the dashboard is replaced by a billing notice until it's resolved. If a renewal failed, click "Update payment method" to open the secure billing portal and fix your card - access resumes automatically once it clears. You can also reach Settings - Plan and billing at any time to manage your subscription. Once it clears, your full dashboard and history return immediately. See Plans, pricing & billing.
Billing notices apply to self-serve-style client accounts whose payment needs attention. Your team's access is unaffected; the client sees the notice until payment is resolved.
I paid but I'm still locked out
- Symptom: you completed checkout, but the dashboard still shows "Choose a plan to activate your workspace".
- Why: activation is triggered when the payment confirmation reaches us. It usually lands in seconds, but it can lag - and the most common cause is paying with a different email than the one you signed up with, so the payment couldn't be matched to your workspace.
- Fix:
- On the paywall, click "Already sorted? Refresh access" (under the plan cards). If billing has gone through, it re-checks your live status and reloads you into the app.
- If it doesn't unlock, give it a minute and click it again - it re-checks each time.
- Still locked out? That action automatically flags it for our team. Reach out through your usual support channel with the email you paid with and the email you signed up with, and we'll link them and switch you on.
This is a self-serve client billing state. If a client says they paid but are still on the activation paywall, the usual cause is a payment made with a different email than their workspace sign-up - matching the two clears it.
I'm using my own AI key and things stopped working
If you're on a bring-your-own-key plan and your key is missing, invalid, or over its daily safety limit, AI features pause rather than silently fall back. Re-check the key in Settings - AI key. See Your workspace settings.
A report stopped halfway
Reports stream live; if the connection drops you'll see partial content with a retry option. Just generate again.
Still stuck?
If none of the above fits, reach out through your usual support channel - or, if you're an agency, contact your platform account team.