Agent chat
Troubleshooting
Chat messages you might see, and what to do about each.
Chat errors say what happened in plain words. They appear as a pop-up, in the message box, or on a line above the box.
Credits, plans and limits
| Message | Cause | What to do |
|---|---|---|
| "AI usage is exhausted. Please top up credits." or "Usage limit reached…" | Workspace credit is at $0.00 | An admin clicks Top up |
| "Your free trial has ended…" or "Free trial ended…" | The trial has closed | An admin clicks Upgrade |
| "Your workspace admin set a spend limit…" or "Spend limit reached…" | You hit your daily or monthly limit | Ask an admin to raise it |
| "Subscription payment overdue…" | A payment failed, so chat is paused | An admin clicks Manage billing |
| "This turn hit its per-turn cost limit and was stopped" | One turn has a cost ceiling | Send a smaller, more specific ask |
Admins can also fix any of these in Settings → Billing. If credit runs out mid-turn, the work saved so far is kept. See Billing.
A spend limit is yours alone, so the workspace may still have credit. An admin raises it on your row in Settings → Organization → AI usage. See AI usage.
The per-turn ceiling stops a runaway job from running up a large bill. Your next message carries on from saved work.
The model or the connection
Saved work is kept in each case below.
| Message | What to do |
|---|---|
| "The AI model this turn was using is out of capacity for now…" | Pick another model and resend |
| "The AI provider is temporarily unavailable…" | Wait a few minutes and resend |
| "Couldn't reach Agent Hero…" | Check your network or company filter, then click Send again |
| "Agent Hero is updating…" | Nothing. It sends on its own |
| "This chat needs a newer version of the page…" | Reload the page and resend |
| "Sandbox offline…" | Wait a few seconds and resend |
| "Still finishing the last turn…" | Wait, or Stop the running turn |
"Still finishing" means the agent is mid-turn, perhaps from a schedule or another device. One agent runs one turn at a time.
Turns that stop part-way
| Message | What to do |
|---|---|
| "…Recovering automatically (attempt 1 of 2)…" | Nothing. Agent Hero is retrying for you |
| "The last turn ended before it finished…" | Click Continue. It costs a normal turn |
| "Approval timed out" | Send your message again |
| "This file looks password-protected or is an old Word/Excel/PowerPoint format…" | Save as an unprotected .docx, .xlsx or .pptx and reattach |
Agent Hero retries a temporary break up to twice before offering Continue. An approval card times out after about ten minutes, and its action isn't done.
Situations, not messages
The turn seems stuck
Look for an unanswered approval card. The tab reads (1) Approval needed while one waits. If the turn has truly stalled, Stop it and resend.
The chat has gone wrong
If the chat is stuck retrying, or so long the agent loses the thread, choose Clear chat and reset conversation in turn settings. The agent forgets the conversation, but its documents, skills, shares and connections stay.
The answer ignored your document
@-mention the exact document, and check it's in this agent. See What your agent sees.
A file won't attach
The skipped file shows a reason. See Attachments.
The result is wrong
Say so in your next message, such as "row 12 double-counts the deposit". The agent fixes the existing document. See Editing.
Something else
Reload the page first. Then tell your workspace admin or Agent Hero support what you were doing. Recent quirks are often noted in the Updates agent. See Agents.