Troubleshooting & FAQ

Common issues and fixes, organized by feature area.

Troubleshooting & FAQ

Common issues and their fixes, organized by area. If your problem isn't here, contact support.

Sign-up & Login

"Sign-ups are closed"

Your admin has disabled public signups on this environment.

Fix: Contact your admin for an invite link, or use the URL they provided.

"Email not verified"

You signed up but didn't click the verification link, or the link expired.

Fix:

  1. Go to /login and try to log in — the error gives you a "Verify now" link.
  2. Click it to resend the verification email.
  3. Click the link in the new email within 30 minutes.

"Incorrect email or password"

Either the email is wrong, the password is wrong, or both.

Fix:

  1. Double-check the email (no typos, no extra spaces).
  2. If the email is correct, click "Forgot password?" to reset.

"Session expired" mid-use

Your session cookie expired (default ~7 days, longer with "Remember me").

Fix: Log in again. If it happens repeatedly, check your browser's cookie settings (cookies must be allowed for allorc.com).

"Cannot find verification email"

The email might be in spam, or there's a typo in the address.

Fix:

  1. Check your spam/junk folder.
  2. Wait 60 seconds — sometimes delivery is slow.
  3. Use the Resend button on /verify-email (30s cooldown).

Subscription & Billing

"Price shows in the wrong currency"

The country detection picked the wrong region (e.g. you're in India but the price is in USD).

Fix:

  • Disable any VPN and reload the page.
  • If the issue persists, contact support.

"Card was charged but I don't have access"

A rare race condition between Stripe and the provisioning job.

Fix:

  1. Wait 30 seconds.
  2. Refresh the page.
  3. If still no access, the Stripe receipt number handy, and email support.

"Subscribe to Starter" is greyed out

This can happen if your account is in a recovery state (past_due, unpaid, paused).

Fix: The button label should change to "Update payment method" or similar. If it doesn't, hard refresh the page (Cmd/Ctrl+Shift+R).

"I want a refund"

Email support with your Stripe receipt number. Refunds are case-by-case, prorated for unused time.

"I was charged twice"

This is usually two separate events (initial subscription + immediate upgrade) but can look like a duplicate.

Fix: Email support with both Stripe receipt numbers. We'll investigate and refund any duplicate.

Worker & Onboarding

"Email prefix already taken"

Someone (maybe you on a previous attempt) registered that prefix.

Fix: Pick a different prefix. Try variations: nora, nora-atlas, nora-sales, etc.

"Onboarding is stuck on step 2"

Step 2 (email setup) is failing — usually a temporary issue. Try again.

Fix:

  1. Wait 30 seconds and click Retry on the failed step.
  2. If it keeps failing, refresh the page; the resume flow will pick up.

Wait — the email setup step happens after your account is created. The verification email is sent on signup (separate from the worker email).

Fix: Check your email for two things:

  • The signup verification email (subject: "Verify your Allorc email").
  • The worker's mailbox (<prefix>@ai.allorc.com) only receives mail after onboarding completes.

"Can I change the worker's email prefix?"

No. The email prefix is permanent because it's a real mailbox that others may have replied to.

Fix: If you absolutely need a new prefix, create a new account.

"Can I rename the worker?"

Yes. Settings → Agent → edit the name. Takes effect immediately across chat and email signatures.

Chat

"Worker response is empty or stuck"

Possible causes: model error, network drop, or the worker is waiting on a tool.

Fix:

  1. Look for a status text above the empty bubble ("Thinking…", "Searching leads…").
  2. Wait 10 seconds — long tool calls can be silent.
  3. If still stuck, click Stop (if available) and re-send.

"Worker used the wrong context / forgot a project"

The worker pulls context from the active project (the one in the chat breadcrumb).

Fix:

  1. Check the breadcrumb at the top of the chat — is it the right project?
  2. If not, click the breadcrumb and pick the right project.
  3. Re-send your message.

"Tool call is showing as failed"

The worker tried to use a tool and got an error. The error is usually from the third-party (e.g. ReachStream is down).

Fix:

  1. Read the error in the tool card — it usually says which API failed.
  2. If it's a third-party outage, wait and retry.
  3. If it's persistent, contact support with the tool name and error.

"I see the worker citing something I didn't upload"

The worker has long-term memory of the project's files. If a previous conversation attached a file, the worker may remember it.

Fix:

  • This is expected behavior, not a bug. To clear project memory, delete the project (extreme) or just send your message again with explicit context.

"Openloop shows items I don't recognize"

The worker can act on its own (e.g. send a follow-up email from a previous chat request). Openloop is the full activity log.

Fix: Click the item to see details. If something looks wrong (e.g. an email you didn't ask for), use the Reply/Archive actions in the Mail tab.

"I ran out of AI credits"

Your cycle's quota is exhausted. New requests are blocked.

Fix: Wait for the next cycle (date is in Settings → Usage & Billing) or upgrade to a higher tier. Background tasks queue and resume when credits refresh.

Mail

"I sent an email but it didn't arrive"

Possible causes: spam folder on the recipient side, mail rate limit, or the worker hit its outbound quota.

Fix:

  1. Check the Sent folder — was it sent?
  2. If yes, ask the recipient to check spam.
  3. If you hit the outbound limit, the Sent entry has an error tag. Wait for the cycle to reset or upgrade.

"I can't reply to an inbound email"

The Reply button is disabled. This happens when:

  • The thread is archived.
  • The email was sent to a different agent (not yours).
  • Your outbound quota is exhausted.

Fix: Check Settings → Mail Outbound for quota. If archived, un-archive the thread first.

"Email attachments aren't uploading"

The file might be too large or in an unsupported format.

Fix: Check the file size (max 25 MB) and format (PDF, DOCX, images, etc. — see 06-mail.md). For very large files, use a link to your cloud storage instead.

Schedule / Calendar

"I added a task but it disappeared"

Tasks move between buckets as time passes. "Today" → "This Week" → "Later" → "Completed" all happen automatically.

Fix: Look in the other buckets. Use the search bar to find the task by name.

"Worker created a task at the wrong time"

The worker may have interpreted your request literally. E.g. "tomorrow at 10am" without specifying a time zone uses the worker's default (UTC).

Fix: Re-ask with explicit time zone, or open the item detail and edit the time.

"I want to remove a completed task"

Open the item, click Delete. The task is removed permanently.

Lead Hub

"Find Leads returns 0 results"

Your filters are too narrow, or the B2B provider doesn't have data for that combination.

Fix:

  1. Loosen the most restrictive filter (e.g. remove the city filter, broaden the title).
  2. Try a different mode (Companies vs People).
  3. If still 0, the data may genuinely not exist.

"Upload mapping dialog says a required field is missing"

The "Name" field (or "First name" + "Last name") must be mapped to a column in your file.

Fix: Drag a column from the source list to the "Name" target field, or use the dropdown next to a target field to pick a source column.

"Leads added to a project are duplicates"

You added the same leads twice from different searches.

Fix: Open the project's Customers tab, sort by name, and delete duplicates. Or ask the worker in chat: "Find duplicate customers in <project> and remove them."

Toolhub / Apps

"App install fails at OAuth step"

The OAuth provider (Google, Slack, etc.) returned an error. Common causes:

  • You denied a required permission.
  • Your account at the provider doesn't have permission (e.g. a Workspace admin blocks app installs).
  • The provider is temporarily down.

Fix:

  1. Try again, and approve all the requested permissions.
  2. If your Workspace blocks third-party apps, ask the admin to allowlist Allorc.
  3. If the provider is down, wait and retry.

"App is installed but tools aren't working"

The connection is broken (token expired, scopes changed, etc.).

Fix:

  1. Open the app's detail view.
  2. Click Test connection.
  3. If it fails, click Reconnect and re-authorize.

"I uninstalled an app but its data is still in my project"

Uninstalling an app revokes the connection and disables its tools, but does not delete the data it pulled.

Fix: This is by design — to avoid data loss. If you want the data gone, delete it from your project manually.

Spaces & Projects

"Project environment is stuck in 'initializing'"

The Python sandbox is taking longer than usual to provision.

Fix:

  1. Wait 60 seconds — initialization can take up to 2 minutes for the first project.
  2. Click Retry on the status message.
  3. If it stays stuck after 3 retries, contact support.

"I deleted a project by accident"

Project deletion is immediate and irreversible.

Fix: There is no undo. If you have backups of important files outside Allorc, restore from those. Otherwise, recreate the project and re-upload files.

To prevent this: the delete dialog requires typing delete to confirm. Don't bypass it.

"I can't create a new project"

Your plan has a project limit (1 on trial, 5 on Starter).

Fix: Delete an unused project, or upgrade to a higher tier.

Browser & Performance

"The app is slow"

Possible causes: large file uploads, slow network, browser issues.

Fix:

  1. Hard refresh (Cmd/Ctrl+Shift+R).
  2. Clear browser cache (Settings → Privacy → Clear browsing data → Cached files).
  3. Try a different browser (Chrome, Firefox, Safari, Edge are all supported).
  4. If only one specific page is slow, that page might be loading large data. Navigate away and back.

"Push notifications aren't appearing"

You haven't granted notification permission, or your OS blocks them.

Fix:

  1. Check browser settings: allorc.com should be allowed to show notifications.
  2. On macOS: System Settings → Notifications → [Browser] → allow.
  3. On Windows: Settings → System → Notifications → [Browser] → allow.
  4. Re-trigger a notification in the app (e.g. have the worker send you an email) to test.

"Mobile view is broken"

The mobile layout is supported but has fewer features.

Fix: Use a desktop for full functionality. Mobile supports chat, mail, and schedule read; project creation and settings editing are desktop-only.

Openloop & Background Activity

"Openloop shows items I didn't initiate"

The worker can act on its own (e.g. send a follow-up email, schedule a meeting) when it has a pending task in the project.

Fix: This is by design. To control what the worker does autonomously, give it explicit instructions in chat: "Don't send any emails without my approval."

"An Openloop item failed — what now?"

The worker tried an action and got an error. The item shows the error message.

Fix: Read the error. Common causes:

  • Email failed: recipient bounced, rate limit, or quota exhausted.
  • Tool failed: third-party provider error.
  • Permission denied: the worker's scope doesn't allow the action.

If the error is recoverable (rate limit, temporary), the worker usually retries. If it's permanent, you can:

  • Take over the action manually.
  • Re-prompt the worker with more context.

Data & Account

"I want to export all my data"

For now, ask the worker in chat: "Export all my data as a JSON file." A formal export UI is on the roadmap.

"I want to delete my account"

Email support. 7-day soft-delete with a recovery window. See 11-account-security.md.

"Where is my data stored?"

All data is encrypted at rest and in transit across managed databases. Contact support if you need specific details about data residency.

Still Stuck?

  • Email support: samclastine.jesumuthu@allorc.com
  • In-app: Open the chat and ask the worker — it can often diagnose and resolve issues, or escalate to a human.

When contacting support, include:

  • Your account email
  • The page or feature with the issue
  • A screenshot or screen recording (if possible)
  • The exact error message (if any)
  • What you were doing when the issue happened