ParaCrux

Troubleshooting

When something goes wrong.

Find the message you are looking at. Each one is quoted exactly as the app or website shows it, with what it means and what to do next. Nothing here needs SOLIDWORKS open or uses a seat.

66 messages shown

Activating the app

Licensing request refused (…). Check credentials, seat availability and subscription.

Licensing, on the Solidworks Agent access card. The same message can appear in a design conversation when a paid request is refused

The licensing service said no. The app shows only the status code in brackets, never the service's own reason, so the code is your clue. 401 Unauthorized: the activation code is wrong or has expired. 403 Forbidden: the code belongs to another computer or, in a design conversation, there is no active paid subscription with a seat on this computer. 409 Conflict: every seat your company has bought is in use. 402 Payment Required: your AI credit cannot cover the request, or too many requests went in one minute.

  1. 401 Unauthorized: an activation code works for 15 minutes after it is generated. In My account, generate a new one and paste it straight away.
  2. 403 Forbidden while activating: a code binds to the first computer that uses it. Generate a new code for this computer.
  3. 403 Forbidden in a design conversation: CueCrux Credits needs an active paid subscription, not a trial, and a valid seat on this computer. Check that Licensing shows the seat as valid and My account shows the subscription as active.
  4. 409 Conflict: all seats are taken. Choose Return seat in Licensing on a computer that doesn't need one, or add a seat in My account. A checked-out seat stays taken until it is returned or its checkout ends.
  5. 402 Payment Required: refresh credit balance in Agent settings and top up in My account if it is low. If you sent many requests quickly, wait a minute and send again.

Related: Install the app and activate it, Work offline with a checked-out seat, How a job spends AI credit · Link to this

Invalid activation code for this product. Request a new code from your account or administrator.

Licensing, after you choose Activate

What was pasted is not an activation code for this product. Codes start with PCX1., each product has its own, and a code cut short when it was copied is rejected too.

  1. In My account, under Activation codes, generate a code for the Solidworks Agent.
  2. Copy the whole code in one go and paste it into Activation code for this product on the Solidworks Agent access card.
  3. Choose Activate Solidworks Agent within 15 minutes of generating the code.

Related: Install the app and activate it · Link to this

This computer is not enrolled.

Licensing, on the Solidworks Agent access card

This computer has not been activated yet. The Files preview works without a licence; the Agent needs activating first.

  1. In My account, generate an activation code.
  2. Paste it into Activation code for this product and choose Activate Solidworks Agent. Online access starts automatically when a seat is free.

Related: Install the app and activate it · Link to this

Licensing server changed. Restore the enrolled server before using or returning this seat.

Licensing, or when the app tries to use a seat

The app is pointed at a different licensing service from the one this computer was activated with, so it will not use or return the seat it holds.

  1. If you or your IT team changed the app's licensing server setting, change it back.
  2. Do not delete the app's local licensing data to get round this; that does not free the seat.
  3. If nothing was changed on purpose, ask support and include the message.

Link to this

Sign-in expired. Start again.

Licensing, after Sign in with your ParaCrux account

Nobody approved the request in the browser within 10 minutes, so it lapsed.

  1. Choose Sign in with your ParaCrux account again and approve the new code on paracrux.com within 10 minutes.

Related: Activate by signing in from the app · Link to this

Sign-in was declined in the browser.

Licensing, after Sign in with your ParaCrux account

Someone chose Deny on paracrux.com for this computer's code. A declined request cannot be approved later.

  1. If that was a mistake, start again from Licensing and approve the new code.
  2. If you did not deny it, check who else can sign in to your account.

Related: Activate by signing in from the app · Link to this

Approved, but this computer could not finish activating: …

Licensing, after you approve in the browser

The request was approved, but the computer could not complete activation. The reason follows the colon.

  1. Read the reason; if it names a seat or subscription problem, the matching entry on this page applies.
  2. Start sign-in again. If it fails the same way, ask support and include the message.

Related: Activate by signing in from the app · Link to this

Sign-in refused (…). Try again shortly.

Licensing, when you choose Sign in with your ParaCrux account

The licensing service turned the request down; the status code in brackets says why. 429 Too Many Requests means too many sign-ins were started from your network in a short time.

  1. Wait a few minutes and try again.
  2. If it keeps happening, paste an activation code instead, under Use an activation code instead.

Related: Activate by signing in from the app · Link to this

Licensing service unavailable. Check the internet connection, or activate offline.

Licensing, when you choose Sign in with your ParaCrux account

The app could not reach paracrux.com.

  1. Check the connection, and that your company's proxy or firewall allows paracrux.com.
  2. If this computer is never online, use offline licence files instead.

Related: Activate by signing in from the app, Licence a computer with no internet · Link to this

Windows could not open the default browser (error …). Check the default app for HTTPS links and try again.

Licensing, after Sign in with your ParaCrux account

Windows has no working default app for web links. The app also shows the address to open yourself.

  1. Open the address the app shows in any browser and approve the code there.
  2. To fix it for next time, set a default browser in Windows Settings, Apps, Default apps.

Related: Activate by signing in from the app · Link to this

No pending sign-in has that code. Check the code in ParaCrux, or start again

paracrux.com/activate

The code was typed wrongly, or the request has expired, been used or been declined.

  1. Compare the code with the one in the app; letters only, the hyphen is optional.
  2. If the app says the sign-in expired, start again there.

Related: Activate by signing in from the app · Link to this

Seats and working offline

A valid connector seat is required. Open Licensing to activate or renew this computer. Inspection and saving existing work remain available.

A design conversation, or the result of a SOLIDWORKS action

This computer holds no valid seat right now. It may never have been activated, or its seat was returned, or a checkout ended. You can still look at models and save your work.

  1. Open Licensing and read the Solidworks Agent access card.
  2. If it says Product available, choose Use online seat, and switch on Use a seat automatically when online so it happens on its own next time.
  3. If it says the computer is not enrolled, activate it with a code from My account.

Related: Install the app and activate it, Work offline with a checked-out seat · Link to this

… · Product available. Use an online seat or check out for offline work.

Licensing, on the Solidworks Agent access card, after your company's name

Your subscription is fine, but this computer is not holding a seat. This is normal after Return seat, which also switches off taking a seat automatically.

  1. Choose Use online seat to work now.
  2. Switch on Use a seat automatically when online if you want the app to take a seat whenever it runs online.
  3. To work without a connection, expand Offline checkout and manual seat controls and choose Check out for offline use.

Related: Work offline with a checked-out seat · Link to this

… · No active product access. Check your subscription.

Licensing, on the Solidworks Agent access card, after your company's name

This computer is activated, but your company has no active Solidworks Agent subscription: it has ended, a payment has failed, or a new payment is still being confirmed.

  1. In My account, choose Refresh payment status and read the subscription status.
  2. If a payment failed, update the payment method under Billing & cancellation. Seats come back once the payment is collected.
  3. Then open Licensing again; with Use a seat automatically when online switched on, the seat is taken for you.

Related: Install the app and activate it, Cancel, or ask for a refund · Link to this

Your last payment did not go through, so seats are paused. Update your payment method under Billing & cancellation; seats return as soon as Paddle collects the payment.

My account

Paddle, who takes payments for us, could not collect the latest renewal. Until it does, your seats cannot be used.

  1. Open Billing & cancellation and update the payment method.
  2. Once Paddle collects the payment, choose Refresh payment status; the seats return on their own.
  3. For a question about the charge itself, use the help link on your Paddle receipt.

Related: Cancel, or ask for a refund · Link to this

System clock moved backwards. Correct it before using a seat.

Licensing, on the Solidworks Agent access card

The computer's clock is earlier than a time the app has already seen. Seats are time-limited, so the app will not use one until the clock is right.

  1. In Windows, open Date & time settings, switch on Set time automatically and choose Sync now.
  2. Open Licensing again.

Related: Work offline with a checked-out seat · Link to this

Seat retired locally. Retry Return seat to finish releasing it…

Licensing, on the Solidworks Agent access card

You chose Return seat and this computer has stopped using the seat, but the licensing service did not confirm it, usually because the connection dropped. Until it does, the seat still counts as taken for your company.

  1. When you are back online, choose Return seat again.
  2. If it still does not finish, ask support and include the message.

Related: Work offline with a checked-out seat · Link to this

Seat return requires reconciliation; retry Return

Licensing, after Return seat

The licensing service did not confirm the return. The same as above: the seat is retired on this computer but not yet freed for others.

  1. Choose Return seat again once you have a steady connection.

Related: Work offline with a checked-out seat · Link to this

Complete the pending seat return first

Licensing, when you activate, choose Use online seat or check out

A seat return on this computer has not finished. The app finishes it before taking another seat, so seats are never counted twice.

  1. Choose Return seat and wait for it to finish.
  2. Then try again.

Related: Work offline with a checked-out seat · Link to this

Borrow days must be 1–30 and within company policy

Licensing, under Offline checkout and manual seat controls

The number in Offline days is outside what the app accepts. Your company's policy can set a lower limit, and a checkout never runs past your billing period.

  1. Set Offline days to a whole number from 1 to 30, then choose Check out for offline use again.

Related: Work offline with a checked-out seat · Link to this

The offline request is more than 7 days old. Create a new one in ParaCrux

paracrux.com/offline, after you upload a request

Requests are valid for 7 days.

  1. On the offline computer, choose Create request file again and upload the new file.

Related: Licence a computer with no internet · Link to this

This offline request has already been used. Create a new one in ParaCrux

paracrux.com/offline, after you upload a request

Each request can be answered once. If you lost the licence it produced, the seat it took stays in use until that licence ends.

  1. Create a new request on the offline computer and upload that.

Related: Licence a computer with no internet · Link to this

This licence answers a different or already imported request. Create a new request file and use the licence issued for it.

Licensing, after Import licence file

The licence was issued for an older request, or it has already been imported. A newer request replaces an older unanswered one.

  1. Import the licence issued for this computer's latest request.
  2. If in doubt, create a new request and issue a fresh licence from it.

Related: Licence a computer with no internet · Link to this

This licence belongs to another computer

Licensing, after Import licence file

A licence works only on the computer that made the request.

  1. Import it on the computer that created the request, or create a request on this one.

Related: Licence a computer with no internet · Link to this

The licence file has been altered

Licensing, after Import licence file

The file's signature no longer matches its contents, for example after it was edited.

  1. If the page that issued it is still open, choose Download again and copy the new file across without editing it.
  2. Otherwise create a new request on the offline computer and issue a new licence.

Related: Licence a computer with no internet · Link to this

The licence is not valid on this computer now. Check the licence file and the system clock.

Licensing, after Import licence file

The licence has expired, or this computer's clock is outside the dates it covers.

  1. Check the Windows date and time.
  2. If the licence has expired, create a new request and issue a new licence.

Related: Licence a computer with no internet · Link to this

This computer was activated offline. Use Return seat to a file under This computer has no internet.

Licensing, after Return seat

A seat from a licence file can only be returned with a return file.

  1. Under This computer has no internet, choose Return seat to a file and upload the file at paracrux.com/offline.

Related: Licence a computer with no internet · Link to this

This computer was activated offline. Sign in to use online services.

Agent settings, a design conversation with CueCrux Credits, or Get help

Online services such as CueCrux Credits and support requests need a computer activated online.

  1. If this computer can go online, sign in from Licensing to use them.
  2. To run the Agent without internet, connect a local model in Agent settings.

Related: Licence a computer with no internet, Run the Agent with a local model · Link to this

Connecting to SOLIDWORKS

SolidWorks is not running on this computer. Start SolidWorks, open a document, and retry.

A design conversation, a worksheet inspection or a SOLIDWORKS action

The Agent works through the SOLIDWORKS on this computer, and it is not open.

  1. Start SOLIDWORKS. You can click the SOLIDWORKS status in the app bar when it says not running.
  2. Open the part you want to work on, then ask again.

Related: Ask about the open model · Link to this

No document is open in SolidWorks.

A design conversation or a worksheet inspection

SOLIDWORKS is running, but no part or assembly is open, so there is nothing to read.

  1. Open the document in SOLIDWORKS and make it the active window, then ask again.

Related: Ask about the open model, Change a dimension on a copy · Link to this

SolidWorks is running (process …) but has not offered its API yet. It may still be starting, or a dialog may be open; wait for it to finish, close any dialogs, and retry.

A design conversation, a worksheet inspection or a SOLIDWORKS action

SOLIDWORKS is open but not ready to take requests. It is usually still starting, or waiting for you to answer a dialog.

  1. Let SOLIDWORKS finish starting.
  2. Close any open dialog in SOLIDWORKS, including ones behind other windows.
  3. Ask again.

Related: Ask about the open model · Link to this

SolidWorks is running (process …) but its API is not reachable, and ParaCrux is running as administrator. Windows keeps elevated and normal programs apart: start ParaCrux and SolidWorks the same way (both normal, or both as administrator).

A design conversation, a worksheet inspection or a SOLIDWORKS action

One program was started as administrator and the other was not, and Windows will not let them talk to each other.

  1. Close the ParaCrux app.
  2. Start it the same way as SOLIDWORKS. Normally that means neither as administrator: check Run as administrator is not ticked on either shortcut.
  3. Ask again.

Related: Ask about the open model · Link to this

SolidWorks is running but not reachable yet. It may still be starting, or it runs as a different Windows user or elevation from ParaCrux.

The SOLIDWORKS status in the app bar, when it says SolidWorks starting or unreachable

The app can see SOLIDWORKS running but cannot connect to it. Either it is still starting, or it was started by a different Windows user or with different administrator rights.

  1. Wait for SOLIDWORKS to finish starting.
  2. If it stays like this, close SOLIDWORKS and start it again as the same Windows user as the ParaCrux app, and the same way: both as administrator or neither.

Related: Ask about the open model · Link to this

SolidWorks is not installed on this computer, or its application registration is missing.

The SOLIDWORKS status in the app bar, when it says SolidWorks not found

The app cannot find SOLIDWORKS on this computer. The Agent needs your own, separately licensed SOLIDWORKS installed on the same computer.

  1. Check SOLIDWORKS is installed on this computer, not only on a server or another computer.
  2. If it is, repair the SOLIDWORKS installation, which restores its registration, then restart the ParaCrux app.

Related: Install the app and activate it · Link to this

SolidWorks API interop library was not found: no running SolidWorks, no SOLIDWORKS 20xx\Setup registry entry and no default 2024-2026 installation folder has api\redist\SolidWorks.Interop.sldworks.dll.

A design conversation, a worksheet inspection or a SOLIDWORKS action

The app could not find the files it uses to talk to SOLIDWORKS. It looks in the running SOLIDWORKS first, then the installation's registry entry, then the default folders for SOLIDWORKS 2024 to 2026.

  1. Start SOLIDWORKS, open a document and try again; a running SOLIDWORKS is the first place the app looks.
  2. If it still fails, ask support with your SOLIDWORKS version and where it is installed. Compatibility with each version is still being qualified.

Related: Ask about the open model · Link to this

SolidWorks did not respond within … seconds. Inspect the action record and any saved outputs before another attempt.

A design conversation, a worksheet run or a SOLIDWORKS action

SOLIDWORKS took too long to answer, so the app stopped waiting. The action may have finished, partly finished or not run at all, which is why the app does not try again on its own.

  1. Look at the action in the conversation and at any copy or file it was writing.
  2. Check SOLIDWORKS for an open dialog or a long rebuild, and let it finish.
  3. Only then ask again, so the change is not made twice.

Related: Change a dimension on a copy, When the Agent stops or asks · Link to this

AI connection and credit

Activate a paid seat and refresh credit balance in Agent settings.

Under Send in a design conversation, with CueCrux Credits selected

Send is off because CueCrux Credits needs a valid paid seat on this computer and an available balance above £0.

  1. Check Licensing shows a valid seat.
  2. In Agent settings, refresh credit balance. If Available credit is £0.00, top up in My account or wait for your included credit to refill on the 1st.

Related: How a job spends AI credit · Link to this

Activate or renew a Solidworks Agent seat at paracrux.com first

Agent settings, or a design conversation, with CueCrux Credits selected

CueCrux Credits was used without a live seat on this computer.

  1. Open Licensing and take a seat with Use online seat, or activate the computer if it is not enrolled.
  2. Refresh credit balance in Agent settings and send again.

Related: How a job spends AI credit · Link to this

Enable design-context sharing in Agent settings first

A design conversation, with CueCrux Credits selected

Nothing is sent to the AI model until you allow it, and sending is off.

  1. Tick Allow sending design context to OpenAI when I press Send in Agent settings. It explains exactly what is sent.
  2. Send again.

Related: Decide what the Agent can send · Link to this

Managed design context exceeds 11 KB; the remaining budget is reserved for tool evidence. Start a new conversation or shorten the design context.

A design conversation, with CueCrux Credits selected

The starting conversation and design context exceed their 11 KB budget. The rest of the 16 KB request limit is reserved for tool evidence.

  1. Start a new conversation for the next task.
  2. Or trim the design intent and instructions to what this job needs.

Related: Write design intent and instructions, Decide what the Agent can send · Link to this

Managed inference stopped: …. Usage and any unresolved hold remain recorded.

A design conversation, with CueCrux Credits selected

The AI service stopped the job and names the reason after the colon. "budget_exhausted" means the job reached its £2 spending ceiling, or your balance could not cover the next step. Usage so far is charged, and held credit that was not used is returned.

  1. Read what the job finished before it stopped; nothing is retried on its own.
  2. For budget_exhausted, refresh credit balance in Agent settings, top up if needed, and split the work into smaller jobs.
  3. For anything else, ask support and include the message.

Related: When the Agent stops or asks, How a job spends AI credit · Link to this

Provider returned HTTP …. No automatic retry.

A design conversation, with OpenAI API selected

The API returned an HTTP error for the request made with your own key. 401 usually indicates a key or access problem; 429 indicates a rate or quota limit. A server error may leave usage or completion uncertain.

  1. Check the key, its billing and its limits in your OpenAI account.
  2. If you replaced the key, save the new one in Agent settings.
  3. Inspect the action record and any saved outputs before deciding whether to send again. The app does not retry on its own.

Related: How a job spends AI credit · Link to this

OpenAI sign-in did not complete. Try Connect again.

Agent settings, with OpenAI Subs selected

Signing in to your ChatGPT account was cancelled, timed out or failed in the browser.

  1. Choose Connect ChatGPT again and finish signing in in the browser window it opens.

Related: How a job spends AI credit · Link to this

Connect ChatGPT in Agent settings first

A design conversation, with OpenAI Subs selected

OpenAI Subs uses your own ChatGPT account, and it is not connected on this computer.

  1. In Agent settings, choose Connect ChatGPT and sign in.
  2. Send again.

Related: How a job spends AI credit · Link to this

Codex turn did not complete; account usage may have occurred. No automatic retry.

A design conversation, with OpenAI Subs selected

The request through your ChatGPT account failed part-way. It may still count against your ChatGPT usage, and a usage limit on your plan is one possible cause.

  1. Check what the turn finished before sending again.
  2. If your ChatGPT plan's limit is reached, wait for it to reset or switch to CueCrux Credits.

Related: How a job spends AI credit · Link to this

Selected model is unavailable. Refresh models and choose another.

Agent settings or a design conversation, with OpenAI Subs selected

The model chosen for your ChatGPT account is no longer offered to it.

  1. In Agent settings, choose Refresh models, pick one from the list and send again.

Related: How a job spends AI credit · Link to this

A refund affects credit already spent or reserved. AI spending is paused; contact support to reconcile your balance.

My account, beside your AI credit

A refund took back credit that had already been used or held for a job. CueCrux Credits is paused until support settles the balance; your card is never charged to cover it.

  1. Ask support, mentioning the refund and its Paddle receipt.

Related: How a job spends AI credit, Cancel, or ask for a refund · Link to this

The local model did not answer. Check that its server is running and the endpoint is right.

A design conversation, with Local model selected

Nothing answered at the endpoint.

  1. Check your model server is running and loaded the model.
  2. Compare the Endpoint in Agent settings with the server's address, including the /v1 part.

Related: Run the Agent with a local model · Link to this

The local model must run on this computer or your own network (localhost, 127.x, 10.x, 172.16-31.x or 192.168.x), over http or https, without credentials in the address.

Agent settings, when you save a local model

For your design context's sake, the app talks only to model servers on your own computer or private network.

  1. Enter the server's local address, for example http://127.0.0.1:11434/v1, with no user name or password in it.

Related: Run the Agent with a local model · Link to this

The local model server returned HTTP …. Check the model name.

A design conversation, with Local model selected

Your model server refused the request, most often because no model has the name entered.

  1. In Agent settings, enter the Model exactly as your server lists it, then Save connection.

Related: Run the Agent with a local model · Link to this

The local model server's reply is not Chat Completions JSON

A design conversation, with Local model selected

The endpoint answered, but not with an OpenAI-compatible Chat Completions reply.

  1. Point the Endpoint at your server's OpenAI-compatible address, usually ending in /v1.

Related: Run the Agent with a local model · Link to this

Design context and library

This design has nothing to cite yet. Save its design intent or agent instructions, add a private library entry, or close a review decision, then propose from it.

Design context, Company knowledge, after Propose from this design

Every entry must cite text this design already holds, and this design has none yet.

  1. Write and save the design intent or agent instructions that record the practice, or add a This design only library entry.
  2. Then choose Propose from this design again.

Related: Teach the Agent your company's practice · Link to this

Cite at least one source from this design.

Propose company knowledge, after Propose

No source is ticked under Cite from this design.

  1. Tick the design intent, agent instructions or library entry that records the practice, then choose Propose.

Related: Teach the Agent your company's practice · Link to this

The citation of … is for revision … but the design is at revision …; reload and cite it again

Propose company knowledge, after Propose

The design was saved again while the dialog was open, so the text you ticked is no longer its current version.

  1. Close the dialog, reopen Company knowledge and propose again, so the citation is of the design as it is now.

Related: Teach the Agent your company's practice · Link to this

The cited … has changed since it was read; reload and cite it again

Propose company knowledge, after Propose

The text you ticked was edited after the dialog read it.

  1. Close the dialog and propose again from the design as it is now.

Related: Teach the Agent your company's practice · Link to this

Cited design … / … was not found

Propose company knowledge, after Propose

The design you are citing was renamed, moved or deleted while the dialog was open.

  1. Open the design again and propose from it.

Related: Teach the Agent your company's practice · Link to this

Materials and profiles

Could not replace ParaCrux Materials.sldmat (…). If SolidWorks has it open, close SolidWorks and export again.

The Materials tab, after Export to SolidWorks

The materials file could not be overwritten, usually because SOLIDWORKS has it open.

  1. Close SOLIDWORKS.
  2. Choose Export to SolidWorks again, then open SOLIDWORKS.

Related: Put cited materials into SOLIDWORKS · Link to this

Open SolidWorks, then export again to add the ParaCrux folder to its material databases.

The Materials tab, after Export to SolidWorks

The file was written, but SOLIDWORKS was closed, so its folder could not be added to SOLIDWORKS' material databases.

  1. Open SOLIDWORKS.
  2. Choose Export to SolidWorks again. This is needed once per computer and SOLIDWORKS version.
  3. Restart SOLIDWORKS to see ParaCrux Materials in Edit Material.

Related: Put cited materials into SOLIDWORKS · Link to this

…: folder not registered yet. Export again to add it.

The Materials tab, in the SOLIDWORKS line under the export

The named SOLIDWORKS version does not list the ParaCrux materials folder yet.

  1. With SOLIDWORKS open, choose Export to SolidWorks again.
  2. Restart SOLIDWORKS afterwards.

Related: Put cited materials into SOLIDWORKS · Link to this

Open SolidWorks, then export again. SolidWorks writes the profile files itself.

The Profiles tab, after export

Weldment profiles are written by SOLIDWORKS, so the export needs SOLIDWORKS open. Nothing was written.

  1. Open SOLIDWORKS and export again. The first export of the whole library takes a while; later ones keep unchanged profiles.

Related: Install standard sections as weldment profiles · Link to this

Updates and getting help

Version … · Could not check for updates. Try again when connected.

Settings, General, App updates

The app could not reach the update service. Your installed version keeps working.

  1. When you are online, choose Check for updates.
  2. If your company uses a proxy or firewall, ask IT to allow paracrux.com.

Related: Update, and read what changed first · Link to this

The update could not be installed. Your current version is still available. Try again.

Settings, General, App updates

The download, its signature check or the install failed. Nothing changed: you are still on your current version.

  1. Save your work and choose Install update and restart again.
  2. If it fails again, download the installer from the download page and run it, or ask support.

Related: Update, and read what changed first · Link to this

Connect this computer for support. Activate the Solidworks Agent in Licensing, or paste a support connection code from your dashboard.

Get help, in the app's status bar

Support needs to know whose request this is. An activated computer connects by itself; this one is not activated.

  1. Activate the computer in Licensing, or
  2. In My account, choose Connect a computer, create a support connection code and paste it into Get help within 15 minutes.

Related: Get help from support · Link to this

Not sent: support is unreachable. Your request is saved on this computer and will be retried.

Get help, after Send request

There was no connection to support. Your request is kept on this computer, not lost.

  1. When you are back online, open Get help; saved requests are sent again from there.

Related: Get help from support · Link to this

This ticket is closed. Open a new ticket and mention its reference

Get help or My account, Support, when you reply

Closed requests take no more replies. A resolved request closes after 14 days.

  1. Open a new request and give the old reference (it starts SUP-) so support can pick up the history.

Related: Get help from support · Link to this

Daily attachment limit reached. Try again tomorrow or describe the problem in text

Get help or My account, Support, when you attach a file

Your company has sent as many attachments, or as many megabytes of them, as support accepts in a day.

  1. Send the request without the attachment and describe what it shows, or add it tomorrow.

Related: Get help from support · Link to this

Still stuck?

Use Get help in the app's status bar, or the support page. Include the message exactly, your app version and what you were doing. Never send passwords or activation codes.