# Where to start > When something isn't working, start here: first six checks that solve many cases, then the page for your problem. Page: https://supportfast.ai/en/guide/help/troubleshooting/ · Section: Troubleshooting · Updated on 30 October 2026 ## General checks ### Is the element active? Agents, automations and campaigns work only when they are active. You can see the status in the workspace Overview and at the top of the element's page. | Element | What you see when it's stopped | What happens | | --- | --- | --- | | Chat agent | “Paused” | It doesn't reply on any channel, and the widget doesn't show on the website. | | Voice agent | “Paused” | It rejects inbound calls, which show as “Unsuccessful” in Calls. | | Automation | “Draft” or “Paused” | It doesn't start. | | Campaign | “Draft” or “Paused” | It doesn't send messages or make calls. | What the customer sees with a paused agent is in [The chat agent](https://supportfast.ai/en/guide/chat-agent/overview.md) and [The voice agent](https://supportfast.ai/en/guide/voice-agent/overview.md). If you see the Forced pause badge next to the status, the plan stopped the element: see [Forced pause](https://supportfast.ai/en/guide/account/plans-and-usage.md#forced-pause). ### Have you used up this month's quotas? AI messages, call minutes, automation runs and campaign sends are monthly quotas. When one runs out, you see one of these signs: - on the website, the widget shows “You've reached the monthly message limit.”: see [Website widget](https://supportfast.ai/en/guide/help/widget-issues.md#the-visitor-reads-youve-reached-the-monthly-message-limit-or-you-can-no-longer-write-in-this-conversation); - in Calls you find “Unsuccessful” calls with “Voice minutes exhausted”; - in an automation's runs you read “Monthly executions used up: the automation did not run.”; - a campaign goes “Paused” on its own, and the account owner gets a warning email. This month's usage is in Account › Subscription. What restarts with a pack and what doesn't: [A monthly quota has run out](https://supportfast.ai/en/guide/help/campaign-automation-issues.md#a-monthly-quota-has-run-out-what-stops-and-how-to-restart). How usage is counted: [How usage is counted](https://supportfast.ai/en/guide/account/plans-and-usage.md#how-usage-is-counted). ### Do you have the right permission? If you work in someone else's account, you only see what your role allows. You're missing a permission when: - a menu item doesn't show, for example Contacts; - a button or a panel isn't there, like the “OpenAI key” panel or the Test Chat button; - when you open a link, you read “Access not authorised”, with the name of the missing permission. A lock, on the other hand, means a plan limit, not a permission: see [The lock and the limit window](https://supportfast.ai/en/guide/account/plans-and-usage.md#the-padlock-and-the-limit-window). To get a permission, ask the account owner, who has them all, or someone with the “Team and permissions” permission. Console messages call them “Administrator”. The list is in [Team, roles and permissions](https://supportfast.ai/en/guide/account/team.md#the-14-permissions). **If the “OpenAI key” panel is missing.** You set the OpenAI key in three places: Account › Subscription, Workspace › Settings › General and, for a chat agent, Agent profile › General. An “OpenAI key” panel is missing for one of these reasons: - **You don't have the “Billing” permission.** This applies to all three panels: without that permission they don't show, and there's no lock. The account owner always has it. - **Your plan doesn't include your own key.** This applies to the panel in Account › Subscription, which then doesn't show, again with no lock. What your plan includes: [Plans, quotas and usage](https://supportfast.ai/en/guide/account/plans-and-usage.md). - **You're on a reseller's portal.** The SupportFast Subscription page isn't there. See [OpenAI key](https://supportfast.ai/en/guide/developers/openai-key.md). ### Is your screen wide enough? The console is meant for a computer. On a smartphone, or in a browser window that's too narrow, “Screen resolution not supported” appears. - On a smartphone, press Copy console link and open the link on a computer. - On a computer, widen the browser window. If the zoom is high, reduce it with `Ctrl` and `-` (on a Mac, `Cmd` and `-`). ### Did you sign in from another device? If the console signs you out with “You signed in from another device”, someone opened your user elsewhere: each user has only one session. If it's a teammate, give them their own user from [Team](https://supportfast.ai/en/guide/account/team.md); if you don't know who it is, change your password. ### Did you save and publish? In the chat agent's Playground and in the automations' Playground, customers see your changes only after Publish: see [Testing and publishing](https://supportfast.ai/en/guide/chat-agent/test-and-publish.md) and [Saving, publishing, fixing](https://supportfast.ai/en/guide/automations/publish.md). The Agent profile tabs, instead, are saved one at a time with the bar at the bottom. ## Choose your problem If the problem is still there after these checks, find what you see here and open the page shown. | What you see | Where to look | | --- | --- | | The widget doesn't show on the website, or shows a limit | [Website widget](https://supportfast.ai/en/guide/help/widget-issues.md) | | The chat agent makes up answers or gets them wrong, or training doesn't complete | [Chat agent and knowledge](https://supportfast.ai/en/guide/help/chat-agent-issues.md) | | On WhatsApp, Instagram or Messenger the agent doesn't reply, the channel shows “Connection broken” or a template is rejected | [WhatsApp, Instagram, Messenger](https://supportfast.ai/en/guide/help/meta-issues.md) | | The voice agent doesn't answer, a call shows as “Unsuccessful” or the transfer doesn't work | [Voice agent and calls](https://supportfast.ai/en/guide/help/voice-agent-issues.md) | | A number order is stuck or rejected, or call forwarding or the SIP line doesn't work | [Numbers, forwarding and SIP](https://supportfast.ai/en/guide/help/phone-issues.md) | | A campaign doesn't start or has stopped, an automation doesn't run | [Campaigns and automations](https://supportfast.ai/en/guide/help/campaign-automation-issues.md) | | You can't sign in, the code doesn't arrive, a payment fails | [Sign-in, account and payments](https://supportfast.ai/en/guide/help/account-issues.md) | ## Can't find your case? Search for a word from the message with the search box at the top. If the problem is still there, write to us: [How to report a problem](https://supportfast.ai/en/guide/help/report-a-problem.md) tells you what to include to get a faster answer. ## See also - [Support and contacts](https://supportfast.ai/en/guide/help/support.md): How to ask for help and who to contact. - [Frequently asked questions](https://supportfast.ai/en/guide/help/faq.md): Short answers to the most common questions.