Troubleshooting and support

• Signup link expired: use the contact form for an owner signup invitation. For a team invitation, ask the organisation owner or admin to revoke and resend it.
• Email does not match: invitations are tied to one email. Ask for a corrected invitation rather than registering another address.
• Cannot reach the application: verify the email and check Billing. A lapsed owner subscription restricts the account to billing recovery.
• Two-factor code fails: confirm the device clock is automatic and current, try the next TOTP code, or use an unused recovery code.
• Passkey is unavailable: use password sign-in and remove the lost passkey from Security after access is restored.

When contacting support, provide the invited email, organisation name, approximate time, and the exact message shown. Never send a password, recovery code, full card number, or authenticator secret.

• No Search Console site: confirm the Google account is a verified owner or permitted user for the required property, then reconnect.
• No GA4 property: confirm the Google account can read the property and that the property belongs to the expected Analytics account.
• Wrong selection: return to Data Sources and choose the correct site or property.
• Permission or token error: select Reconnect and grant every requested read-only scope.
• GA4 report collection fails: confirm the Google Analytics Data API is enabled and the selected property has data for the analysis period.
• Reports are empty: check the date range, website tracking, filters, and whether traffic or search activity existed in that period.

After correcting a connection, reopen the editable analysis and re-get its connected reports.

• Start autopilot is disabled: wait for active evidence collection or report generation to finish, or check whether the analysis has already been approved.
• Desktop step does not begin: confirm the desktop AI has the UX Robot MCP connection, copy the current run instruction again, and let it resume from the checkpoint returned by the server.
• The run reports connection.status: refresh_required: the exact desktop AI session has not loaded the complete current tool catalogue. If it already holds a leased task, let it checkpoint or submit that task first when possible; it must not claim another task. Then reconnect or refresh the existing ux-robot server, start a new chat, and copy the run instruction again. Keep the existing bearer credential; do not create another desktop connection. UX Robot verifies the refreshed session automatically before it leases more fieldwork.
• The desktop agent says it cannot put a local screenshot into the MCP call: it should not copy the image into MCP. It saves the observation with the capture marked pending, asks UX Robot for the one-use upload command, replaces the file placeholder with the absolute local path, and runs that binary upload in its shell. Continue only after the HTTP response confirms capture_attached: true. The task will not finish while the capture remains pending.
• The local MCP connection has a certificate or wrong-scheme error: create a trusted HTTPS MAMP virtual host that points to the same application and set UX_ROBOT_AUTOPILOT_MCP_URL to its full MCP endpoint. Keep APP_URL and GOOGLE_REDIRECT_URI on the hostname already registered with Google.
• Connection or run instruction does not copy: try the button again after allowing clipboard access. If the red copy warning appears, select the visible text in the handoff and copy it manually.
• Planning the journey test takes longer than expected: temporary AI-provider or network errors are retried automatically in the background. Do not start a second autopilot run; reopen the analysis later and continue from its saved stage.
• Evidence is ready but the report did not start: confirm GA4 reports exist, the owner has active access and an available analysis unit, then select Retry report preparation. Saved evidence is not discarded.
• Date cannot be changed: started journeys and journeys with collected reports lock their evidence period. Add a new analysis for another period.
• Report is queued or processing: leave the page open for live progress or return later. Server-side report generation continues in the background.
• Run fails: read the error callout, correct the source or evidence problem, and run again when ready. A failed run releases its reserved unit.
• Stakeholder email action is disabled: approve the report, wait for the stakeholder summary to be ready, and mark at least one stakeholder to receive reports.
• Traffic looks inflated or engagement looks unusually poor: check the GA4 geography report for countries that should not be in the evidence population, then add them to Evidence scope and collect the reports again.
• Sessions dropped sharply between analyses: confirm whether a country filter was added. Excluded traffic leaves the totals from the next collection onward, which is a change in what is measured rather than a change in real visits.

• Checkout returns but access is inactive: wait briefly and refresh Billing while Stripe confirms the webhook.
• Payment action required: use Resolve billing issue to update the payment method or complete the payment in Stripe.
• Purchased units are missing: wait for the payment webhook, then refresh Billing. Do not repeat checkout unless Stripe shows no successful payment.
• You are a team member: contact the account owner shown on Billing; only that owner can repair the subscription or buy units.

If the problem remains, use the contact form. Choose the closest topic and include:

• the organisation and account email;
• the page and action involved;
• the exact visible error message;
• the approximate time and timezone; and
• for Stripe problems, a non-sensitive invoice, checkout, or payment reference if available.

Do not include passwords, session cookies, two-factor secrets, recovery codes, full payment-card details, or unnecessary personal data.