Troubleshooting
Each section below starts with the message you see, explains what it means, and tells you what to do. If something isn’t covered here, see Contact support.
Compatible model not found
Section titled “Compatible model not found”You see: “Compatible model not found: this agent needs a model. Connect a provider with that model, as a subscription or an API key, to add it.” An agent already in your Agents list may instead show Needs your attention: connect a provider for a model.
What it means: Atlato agents, and agents shared with you, each run on one particular AI model and keep it. Atlato ABC runs that model on your own AI connections, so you need an API key or a subscription that offers exactly that model. A newer version of the same model doesn’t count.
What to do:
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Note the model and provider the message names.
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Open Settings → AI providers and connect that provider, with an API key or a subscription. See AI providers.
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If you already have that provider connected, open it and check its model list. A key can be limited to some models; make sure the one the agent needs is included.
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Go back and add or run the agent again.
If your role can’t add AI providers, ask an admin. They can add a workspace key that includes the model and share it with you from Admin → AI providers. See Workspace AI providers.
Credit limit reached
Section titled “Credit limit reached”You see: “You’ve reached your credit limit for this period. Ask an admin to raise it.”
What it means: Your workspace’s admins can give each member, or each role, a credit limit for the billing period, so no one person uses up the workspace’s credits. You’ve used all of yours, so new work is refused until the limit starts again or is raised.
What to do:
- Open Settings → My usage to see your limit, what you’ve used and the date it starts again. It also says whether the limit was set for you or for your role.
- Ask a workspace admin to raise your limit. Admins change limits in Admin → Billing under Credit limits. See Member credit limits.
This workspace has used all its credits
Section titled “This workspace has used all its credits”You see: “This workspace has used all its credits for this period. Ask an admin to add more.”
What it means: The whole workspace has spent its credits for this billing period. New chats, agent runs and other work are refused until more credits are added or the next period starts.
What to do: Ask a workspace admin or the owner to top up. Top-ups can be bought at any time. See Credits and top-ups.
A related message, “This workspace’s background work has reached its credit limit for this period. Ask an admin to raise it.”, means the workspace’s unattended work, such as scheduled and triggered workflows, has its own limit and has reached it. An admin can raise it.
A connector needs reconnecting
Section titled “A connector needs reconnecting”You see: Reconnect on a connector in your Connectors list or the gallery, or “The sign-in for the app has expired. Reconnect to keep using it.”
What it means: Your sign-in to that app has run out and couldn’t be renewed. The AI can’t use the app until you sign in again.
What to do: Select Reconnect and sign in to the app again. Its tools come back straight away. See Connectors.
Your AI subscription’s sign-in expired
Section titled “Your AI subscription’s sign-in expired”You see: In Settings → AI providers, a subscription shows “Sign-in expired. Connect it again to keep using it.”
What it means: The sign-in to your AI subscription (for example ChatGPT or Claude) has ended, so chats can’t use it.
What to do: Open the subscription in Settings → AI providers and connect it again, signing in with the same account. See AI providers.
Connection stuck when connecting a subscription
Section titled “Connection stuck when connecting a subscription”You see: While connecting an AI subscription, the sign-in never finishes, or the wizard shows Connection stuck? (select Having trouble? to open it yourself).
What it means: The provider refused or never finished the sign-in. For ChatGPT, the usual cause is an account that has never used Codex: ChatGPT blocks the sign-in until a setting is turned on.
What to do: Follow the steps in the Connection stuck? panel. For ChatGPT:
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Open your ChatGPT security settings. The panel has a link straight to them.
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Scroll to the bottom and turn on device code sign-in for Codex.
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Come back and select Refresh and sign in again.
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Sign in again when you are asked.
For other providers, check you are signed in to the right account and that your plan is active and paid, then select Refresh and sign in again. If you fixed the setting while the attempt was still open, select Continue instead to check again without starting over. See Connect an AI model.
An invite link doesn’t work
Section titled “An invite link doesn’t work”You see one of these when you open an invitation:
| Message | What to do |
|---|---|
| This link has expired | Invite links stop working after a set time. Ask whoever shared it for a fresh link. |
| This link has been turned off | The workspace revoked it. Ask for a new one. |
| This link is fully used | Every place on the link has been taken. Ask for another link. |
| This invitation has expired | Ask whoever invited you for a fresh invitation. |
| This invitation is for a different address | Sign in with the email address the invitation was sent to. |
If you’re an admin, an expired invitation shows Expired in Admin → Members. Send a new one, or for a link, rotate it to create a working one. See Members.
This workspace is full
Section titled “This workspace is full”You see: “This workspace is full. It has reached its member limit.”
What it means: The workspace’s plan allows a set number of members, and it has reached it. The Free plan allows up to 5 members.
What to do: Ask the workspace owner or an admin to remove someone who no longer needs access, or to move to a plan with room for more people. See Plans.
Something is waiting for approval
Section titled “Something is waiting for approval”You see: Pending next to a skill, plugin, knowledge base or template, Pending approval on a connector, or Sent for approval after saving.
What it means: Your role uses IT Manager Approval for that area, so your new item, edit or delete is a request. It isn’t usable, or the change doesn’t apply, until an admin approves it. If they turn it down, the item shows Rejected.
What to do: Follow your requests, and read any note from the admin, in Admin → Approvals → My requests. If it is urgent, let an admin know. See Approvals.
A section or button is missing
Section titled “A section or button is missing”What it means: You only see the parts of Atlato ABC your role allows. Sections you can’t use are hidden rather than greyed out, and the + button disappears from areas where your role can’t add things.
What to do: Ask a workspace admin which role template you have and whether it can include what you need. See Role templates.
You didn’t get an email
Section titled “You didn’t get an email”Invitations, billing notices and some updates are also sent by email.
- Check your junk or spam folder, and any “Other” or “Promotions” tab.
- Make sure the person inviting you used the right address.
- Add Atlato’s emails to your safe senders list. Some company mail systems hold new senders for review, so your IT team may need to release them.
- Many of the same updates also appear in the app. See Notifications.