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Troubleshooting

Agent won't load / spinning forever

Possible causes: Network issues, browser cache or extension conflicts, provisioning incomplete, service outage.

What to try:

  1. Refresh the page (Cmd+R on Mac, Ctrl+R on Windows)
  2. Clear your browser cache and cookies for the site
  3. Try a different browser or an incognito/private window
  4. Check your browser console for errors (F12 → Console tab) and include them when contacting support

If none of that works, email ai.support@amazee.io with details about when it started and what you've already tried.

Chat not responding

What to try:

  1. Check your usage meter — if it shows 100%, you've hit your token limit and need to purchase more credits
  2. Check that the agent status indicator shows "online"
  3. Refresh the page
  4. Send a simple test message: Hello
  5. If it still doesn't respond, contact ai.support@amazee.io

Can't log in

What to try:

  1. Double-check your email address (it's case-sensitive)
  2. Reset your password — click Forgot Password on the login screen
  3. Check your spam folder for the verification email if you just signed up
  4. Clear browser cache and cookies
  5. Try a different browser

Still stuck? Email ai.support@amazee.io with your email address.

Payment declined

What to try:

  1. Check with your bank or card issuer — they can usually tell you why it was declined
  2. Try a different payment method
  3. Make sure your billing address matches what's on file with your bank
  4. If your card was recently replaced, update the card number in your account settings

Stripe provides specific decline codes. If you see "Your card was declined," contact your bank first.

Reached usage limit unexpectedly

Long prompts, detailed responses, and back-and-forth refinements add up quickly. AI agents consume significantly more tokens than standard chatbots because they send tool definitions, workspace files, and full conversation history on every turn.

What to do:

  • Read the Optimizing Token Usage guide for detailed strategies
  • Switch to a cheaper model — Claude Haiku is ~3× cheaper than Sonnet; Qwen3 or Mistral Small are 20–30× cheaper
  • Start new sessions per topic with /new instead of continuing one long thread
  • Use /compact to compress long conversation history
  • Be more concise in prompts — shorter questions get shorter, faster answers
  • Wait for your allocation to reset, or purchase additional credits

When to contact support

Reach out when:

  • You've followed the troubleshooting steps and the problem persists
  • You're seeing error messages you don't understand
  • Your billing doesn't match what you expected
  • You need account recovery or data deletion
  • You have compliance or security questions

Email: ai.support@amazee.io

Include:

  • The email address you signed up with
  • A description of the problem
  • Steps you've already tried
  • Screenshots if relevant
  • Any error messages (copy/paste is fine)

We aim to respond within 1 business day.