# Troubleshooting (/docs/reference/troubleshooting) Start with the page that owns the customer task. Use the displayed state and next action. Do not expose secrets or raw third-party responses in a support request. ## Product connection problems [#product-connection-problems] ### Discovery cannot reach the endpoint [#discovery-cannot-reach-the-endpoint] * Confirm the URL and supported MCP or OpenAPI format. * Confirm the endpoint is reachable from the intended environment. * Check whether discovery requires a token or API key. * Use a JSON import only when direct discovery is not possible. Import does not prove runtime reachability. ### The connection needs a credential [#the-connection-needs-a-credential] Open Connection settings and complete the secure credential step. Use a credential scoped to the required actions. Rotate it in the source system if it may be expired or revoked. ### An action needs setup [#an-action-needs-setup] Open the action detail. Complete its missing confirmation, permission, retry, recovery, or verification information. Refreshing repeatedly does not fix an incomplete action definition. ## Agent problems [#agent-problems] ### No active agent can run [#no-active-agent-can-run] Open Agents. Activate an agent that passed compatibility, restore a paused agent, or connect suitable coverage. Review limitations against the journey requirements. ### Compatibility needs attention [#compatibility-needs-attention] Open the agent detail and identify the affected capability. A missing optional capability may reduce coverage. A missing required capability blocks the relevant run. ## Journey problems [#journey-problems] ### The journey is not runnable [#the-journey-is-not-runnable] Confirm that it is approved, has an approved test group, uses ready actions, has current coverage, and has at least one active compatible agent. ### The generated plan is wrong [#the-generated-plan-is-wrong] Edit the intent, success state, protected behavior, failure response, and coverage before approval. Keep one customer goal per journey. ## Run problems [#run-problems] ### The run remains queued [#the-run-remains-queued] Check workspace limits, concurrency, agent availability, and plan readiness. Do not create duplicate plans while the first one remains valid. ### The run is stuck in verifying [#the-run-is-stuck-in-verifying] Some product state changes are delayed. Wait for the saved verification window. If verification becomes unavailable or expires, fix the verification path and run again. ### The agent reported success but the result did not pass [#the-agent-reported-success-but-the-result-did-not-pass] Use the verified product state. Review failed or inconclusive checks and Activity. The agent's message cannot override objective evidence. ### Stop or cancel is pending [#stop-or-cancel-is-pending] Wait for the terminal state and required cleanup. A request to stop does not prove that all side effects ended immediately. ## Finding problems [#finding-problems] ### A finding needs evidence [#a-finding-needs-evidence] Open its supporting results and identify the missing or conflicting observation. Improve verification or rerun the journey under the relevant conditions. ### A finding returned after resolution [#a-finding-returned-after-resolution] Treat it as a recurrence. Compare the new product revision, journey version, agent environment, and evidence with the run that verified the earlier fix. ## Notification problems [#notification-problems] ### Email delivery failed [#email-delivery-failed] The in-product notification remains available. Review it there. An administrator can inspect delivery health and retry eligible failures. ## Access problems [#access-problems] ### A page or action is unavailable [#a-page-or-action-is-unavailable] Confirm the active workspace and role. Evidence may also require a purpose-bound grant. Ask for the smallest access needed for the customer task. ## Billing problems [#billing-problems] ### Checkout completed but the plan did not update [#checkout-completed-but-the-plan-did-not-update] Return to Billing and use refresh once. Compare the displayed subscription with the Stripe billing portal. Contact support if the states still differ. ## Export problems [#export-problems] ### An export failed or expired [#an-export-failed-or-expired] Resolve the displayed failure and request a replacement. Download ready exports before expiry. A revoked or restricted export cannot be revived to bypass current access policy. ## Contact support [#contact-support] Include: * The customer-facing page and action * The workspace name, without credentials * The approximate time * The public journey, run, or finding ID when visible in an approved diagnostic surface * What you expected and what happened * A privacy-safe screenshot when it helps Do not include tokens, API keys, cookies, raw request bodies, personal customer records, or exported evidence unless support explicitly provides an approved secure channel. CLI users should also see [CLI troubleshooting](/docs/cli/troubleshooting).