Troubleshooting

Find what you're seeing in the tables below, then follow the steps. Messages in quotes are the exact words Yori shows. Each section links to the guide with the full details.

Check these first

Most problems come down to one of a few things. Check them before anything else:

1. Are you in the right workspace? Select your name at the bottom of the sidebar. The current workspace has a tick. Projects, Knowledge, credits and notifications all belong to one workspace. See Organisations and workspaces.
2. Is it yours? Projects and chats belong to the person who created them, and teammates can't open them. See Permissions, ownership, and sharing.
3. Do you have credits? Select the wallet in the top bar to see what's left. See Credits and billing.
4. Does it need a role, a plan or a setting? Admin controls and Business features only appear for some people.
5. Refresh the page. Many loading errors clear after a refresh or after selecting Try again.

Signing in and invitations

What you see	What to do
"This code has expired."	Codes last 10 minutes. Select Send a new code.
"That code didn't work. Check the latest email from Yori."	Check the digits, and use the code from the newest email Yori sent.
No code arrives	Check your spam folder. After 30 seconds, select Resend code. If you typed the wrong address, select Use a different email. If your company filters email, see Make sure Yori emails arrive.
"You already have an account with this email."	Select Sign in instead, and sign in with the method you used when you signed up.
"Use at least 8 characters for your password."	Choose a longer password on the Nearly there screen.
"This invitation is no longer available. Ask the workspace admin to send a new one."	The invitation has expired or been revoked. Ask an admin of that workspace to invite you again.
A teammate's invitation doesn't appear	Make sure you signed in with the email address they invited. If you already use Yori, look for Invited in the workspace menu and select Join. If the email never arrived, see Make sure Yori emails arrive.
"We couldn't open Yori. Check your connection and try again."	Select Try again. If you left sign-up part way through, Yori takes you back to that step next time you sign in.
"Account changed. Switch to the account you want, then reload and retry."	You signed in to another account in a different tab. Switch back, then reload the page.
Partner workspace invite has expired	Partner admin invites last 7 days. Ask your Enterprise contact to resend it.

See Getting started and Account settings.

I can't see something

What's missing	Why, and what to do
A teammate's project or chat	Projects and chats are private to the person who created them, and there's no way to share them. Ask your teammate to export the document or download the chat with Download conversation.
A teammate's Brand Profile, Audience or Service	It's only visible once its owner shares it with the organisation, and sharing needs the Business plan. Ask the owner to share it.
A Brand Profile, Audience or Service that used to be there	The owner may have made it private or deleted it. In Project defaults, you'll see "A saved default is no longer available." Save the form to clear it, or choose another.
Saved Brand Profile (not found) in project context	The profile was deleted or you lost access. Remove it and pick another.
People in Settings	Only organisation admins see it. Others see "Only organisation admins can view people and credit usage."
Enterprise in the sidebar	It only appears when your workspace is on an Enterprise plan and you have an Enterprise role. Partner workspaces never see it.
A Service or Solutions library from your Enterprise	Your Enterprise shares content through tags. Ask your Enterprise contact to check your workspace's tags.
Organisation view in Services shows a lock	Organisation Services need the Business plan.
A control is greyed out	You may be a member rather than an admin, looking at your own row in People, or using a feature your plan doesn't include. Hover over it for a reason.
Settings look different on another computer	Theme and layout are saved per browser.

See People and roles and Plans and features.

Chat and messages

What you see	What to do
"Yori couldn't finish this reply. Please try again."	Select Retry response, or send your message again.
"We couldn't reconnect to the response that was in progress. Send your message again to continue."	Send your message again.
"This chat can't continue. Start a new chat to keep going."	Select New chat in the project sidebar's Chats list. Your project context and documents carry over.
"Queue paused after a failed message. Review the error, then resume."	Read the error on the failed message, then select Resume.
"Attachments aren't available in chat yet. Remove the file to send this prompt."	Import the file into a project with Import documents, then mention it with @.
Earlier messages summarized	The chat is long, so Yori works from a summary of older messages. Repeat important details, or start a new chat and mention key documents with @.
Yori ignores your brand or audience	Open Project context and check the Brand Profiles and Audience. Changes apply from your next message.
Yori didn't use a connected app	Check the app is connected and the tool Yori needs is switched on in Connectors.
A step says "Couldn't", such as Couldn't read document	Yori carries on where it can. Check the document exists, then ask again.
"Microphone access is blocked. Allow it in your browser settings to dictate."	Allow microphone access for Yori in your browser, then try again.
"We didn't catch any speech. Try again." or "We didn't pick up any audio. Check your microphone and try again."	Check the right microphone is connected and not muted, then dictate again.
"That recording is too long. Try a shorter one."	Dictate in shorter pieces.

See Chat and messages.

Out of credits

AI work stops before it starts when there aren't enough credits, so a blocked action doesn't use any. You can still open, read and edit your work.

What you see	What to do
"You're out of credits. Upgrade to Pro to keep using AI actions."	Your Free trial credits are used up or expired. An admin upgrades in Plans & credits.
"You're out of credits. Wait until included monthly credits reset, add optional recurring credits, or buy a top-up."	An admin buys a top-up or adds extra monthly credits, or you wait for the reset date.
"You're out of credits. You've reached your monthly cap. Ask an organisation admin to raise or remove your cap."	An admin changes your cap in People.
"This workspace has no credits available right now. Billing needs to be set up before AI actions can continue."	An admin opens Plans & credits and chooses a plan or adds credits.
"Workspace access is paused. Please contact your workspace administrator to reactivate access."	Contact your workspace admin. In a partner workspace, see Partner workspace status.
"You're out of credits. This workspace has reached its monthly credit cap. Ask your enterprise admin to raise the cap."	A partner admin uses Request more credits in Plans & credits, or you wait for the monthly reset.
An Automation run shows Ran out of credits	Add credits. The Automation tries again at its next scheduled time, or select Try again.
"To get more credits, ask a billing admin to buy them for the workspace."	Members can't buy credits. Ask a workspace admin.
A purchase hasn't appeared	Wait a few seconds. If it takes longer than a minute, refresh the page. Your checkout is saved.

See Out of credits.

Files, imports and Canvas

What you see	What to do
"This document is too large for Yori to read. Try splitting it into smaller documents or reducing its size."	Split the file or reduce its size. PDFs can be up to 30 MB, PowerPoint 20 MB, Word and similar 50 MB, and text files 100 MB.
"Yori took too long to read this document. Try again, or use a smaller document."	Try again, or import a smaller file.
"Something stopped this document from importing. Try again."	Check the file type is supported, then import it again.
An image won't import	Images can't be imported as project documents. Use Image and video for images.
"Something with that name is already here."	Choose a different name for the document or folder.
"This document is still syncing. Try again in a moment."	Wait for the save to finish, then try again.
Save failed or "Your latest changes haven't synced yet."	Select Retry. Wait for Saved in Document details before you close the project.
"This document changed somewhere else. Choose which version to keep."	Choose Keep my version or Load latest version.
You can't type in a document	Yori is writing into it and the status reads Generating…. Editing opens again when Yori finishes.
You want an earlier wording back	Open Document history, then Copy section from selected version or Restore this version.
"Couldn't export PDF" or "Couldn't export Word document"	Try again, or export as Markdown.

See Files and imports and Canvas.

Knowledge

What you see	What to do
"This profile is saved, but Yori couldn't start reading the website."	Select Continue setup. Check you have credits.
A Brand Profile shows Couldn't finish, or "Couldn't finish this profile."	Select Try again on the row or on the profile.
An Audience shows Couldn't finish, or "Couldn't finish this audience."	Select Try again to reopen the create window with your details.
Business required when sharing	Sharing Brand Profiles, Audiences and Services needs the Business plan. An admin can upgrade.
"You can't edit this audience. Only the person who created this audience can change it."	Ask the owner to make the change, or create your own Audience.
"That rule didn't save. Your words are still here."	Select Try again.
"You can keep up to 100 rules"	Delete a rule you no longer need.
Yori doesn't remember something	Check Memory is on. If the fact isn't listed, ask Yori in a chat to remember it. For something that must always apply, add a Rule.
You've reached your Service limit	Free trial and Pro allow up to 3 private Services per person. Business has no limit.
"Service refresh failed" or "Service action failed"	Select Retry or Reload, then try again.

See Knowledge overview.

Connectors, Automations and images

What you see	What to do
Nothing opens when you select Add on a Connector	Your browser may have blocked the sign-in tab. Allow pop-ups for Yori and try again.
"Yori could not connect this app"	The sign-in wasn't completed. Select Add and try again.
"Connection finished. Yori is updating its status."	Wait a moment. The status updates on its own.
An account shows Disconnected or Needs attention	Add the account again.
Yori can't take an action in a connected app	New connections start with every tool switched off. Open the app in Connectors and switch on the tools you need.
"Tool settings could not be saved"	Flip the switch again.
"Connectors aren't set up yet. Ask a Yori administrator to finish setup."	Connectors aren't available here yet.
An Automation run didn't finish	Open the Automation, read the reason, fix it, then select Try again.
"No image models are turned on. Ask a workspace admin to enable one."	There's no model to generate with yet.
Generation failed on an image	Read the reason, change the prompt if needed, then select Retry on the card.

See Connectors, Automations and Image and video.

Workspace, notifications and feedback

What you see	What to do
"Workspace not changed"	Wait for your workspaces to finish loading, then try again.
"Workspace URL is already taken." or "Workspace URL is reserved."	Choose a different workspace URL.
"Logo not updated"	Use a PNG, JPEG or WebP image up to 4 MB.
Links to your workspace stopped working	The workspace URL was changed. Use the new address.
"An update is available" in the bottom corner	A newer version of Yori is ready. Select Reload to get it, or close the message and keep working. It comes back after the next update. It shows only while you're signed in to the app and closes when you leave it.
A notification you expected is missing	Notifications belong to one workspace. Switch to the right one.
"Feedback not sent"	Check your connection and try again. Your message stays in the box.
"Screenshot not uploaded"	Use a PNG, JPEG or WEBP image up to 5 MB, or send without one.
A red banner says your Enterprise has suspended or archived your access	Your partner workspace isn't active. Contact your workspace admin or your Enterprise. See Partner workspace status.

Still stuck

Open Settings, choose Send feedback and describe what you were doing, what you expected and what happened. Add a screenshot if it helps. See Help and feedback.

Related guides

• Frequently asked questions
• Permissions, ownership, and sharing
• Out of credits
• Help and feedback
• Make sure Yori emails arrive