Agent not responding or showing an error
Step-by-step fixes when your agent is offline, slow, stuck or showing an error.
In this tutorial
If your agent has gone quiet, is very slow, or shows an error, work down this list in order. Most problems are fixed by step 2 or 3, and none of these steps delete anything.
Step 1: Check the status on the Agents page
Click Agents in the left menu. Each agent has a status badge in the Status column.
| Status | What it means | What to do |
|---|---|---|
| running | The agent is on | Go to step 3 |
| sleeping | Resting to save resources; it wakes when you message it | Send a message and give it a moment |
| stopped | The agent is off | Go to step 2 |
| past due | A payment didn't go through | Open Billing and update your card |
Messages to Telegram still reach your agent while it's sleeping.
Step 2: Start or restart it
On the Agents page, use the icons at the end of your agent's row:
- If it's stopped, click Start agent.
- If it's running but not answering, click Restart agent.
You'll find the same options in the ... menu at the top of the agent's page. Give it a minute, then send a short test message like "Reply with OK".
Restarting doesn't touch your files, memory or chats. Only admins of a workspace see these buttons.
Step 3: Install the latest version
If you see an Update available pill at the top of the agent's page, or an Update button on the Agents page, click it and choose Update now. Updates bring fixes, and your memory, files and chats stay as they are.
Step 4: Check your AI allowance
Click Usage. If your monthly allowance and any extra credit are used up, your agent pauses AI replies until the 1st of the month. You can add a top-up with Add $10, Add $25 or Add $50 and it'll be back within a minute. See AI usage and top-ups.
While you're there, check Storage. An agent whose disk is full can fail in odd ways. Ask it to clear out files it no longer needs, or download and delete large files from Files.
Step 5: Start a new chat
Very long conversations make agents slow, forgetful and more likely to error. Click New chat in the left menu and try again with a short message. Your agent keeps its memory and files; only the conversation starts fresh. See long chats and starting fresh.
Step 6: Make the job smaller
If your agent is working but slow, it's usually busy, not broken:
- Big model or high effort. Try Default in the model picker and a lower effort level for routine tasks.
- A huge request. "Do everything" takes a long time and fails more often. Split it into two or three steps.
- Waiting on the web or an app. Searches, page reads and app actions take time. If it says it's working on something, give it a minute before asking again.
- Waiting for you. If it asked a question or for approval, it's paused until you answer. See approvals, privacy and safety.
Step 7: Open a support ticket
If none of that works, open a ticket. Choose a category, add your agent's name, and paste the exact error text. A screenshot helps. See how to get help for what to include.
Some members also have a Support tab on their agent, where a support assistant can check the agent's logs and restart it for you. If you don't see that tab, the ticket form is the way to reach us.
Agent says it's done, but nothing happened
That's a different problem: the agent is answering, but not doing the work. See how to talk to your agent for how to ask it to show proof, like the file it saved or the link it created.
Frequently asked questions
Will restarting my agent delete anything?
No. Restart agent, Start agent and Update keep your files, memory and chats.
My agent is "sleeping". Is that a problem?
No. A sleeping agent wakes up when you message it. The first reply may take a few seconds longer.
Why does my agent stop replying at the end of the month?
Your $15 monthly allowance may be used up. Check Usage. You can add a top-up or wait for the reset on the 1st.
Messages in Telegram or Discord aren't answered, but the dashboard chat works. Why?
The connection to that app needs a look. See connect Telegram or connect Discord.
What should I put in a support ticket?
What you expected, what happened instead, the exact error text, where it happened (dashboard chat, Telegram, Discord), and roughly when.