Troubleshoot unavailable models, quota, file processing, and session failures

Find the symptom, try the fix, and contact support if it does not clear.

What you need

• The chat where the problem happens, and the approximate time.

Steps

1. Match the symptom below.
2. Try the fix.
3. If it still fails, contact support.

Troubleshooting

Quota and credits

• The message box is disabled with "AI credits exhausted". Your allowance is used up. Wait for the reset date shown under Billing Cycle, or ask someone who manages billing about your plan. See Plans, credits, and billing.

Models

• The tier picker shows "No models configured". Refresh. If it stays, contact support.
• "The model provider is rate limiting requests right now." Wait a moment and try again.
• "The model provider hit an internal error". It usually clears on retry. In a long chat, start a new chat or choose another tier.
• "The model provider rejected this request". Rephrase, shorten the conversation, or choose another tier.
• "This conversation is too long". Start a new chat and paste in the key points.
• "The response was interrupted before it could finish". Use Retry or resend.

Files

• "Maximum 5 files allowed" or a size message. Use no more than five files, each 25 MB or less.
• "Invalid file type". Convert to PDF, Word, Excel, PowerPoint, text, or an image.
• A file "could not be converted to text". The assistant may not read it; try a PDF.
• Stuck on Analysing. Choose Send now to continue without the full analysis, or Wait for analysis.

Sessions

• You are sent to the sign-in page. Your sign-in expired. Sign in and resend.
• A reply shows an error with Retry. Choose Retry.
• A chat is missing. Switch to the workspace where it was created.