Troubleshooting

This page covers common problems in Intelligence, with the message you’re likely to see and what to do about it. Find your symptom, follow the fix, and if that doesn’t solve it, report a bug.

Jump to: sign-in and email codes, a missing module or page, credits, AI errors, uploads, social publishing, dates, language and display.

Sign-in and email codes

“Invalid login or password.”

The address or the password is wrong. Check the address for a typo first. If it’s right, use Forgot password? on the sign-in page to set a new password. The reset email links to a page where you choose a new one. The link works once; if it has expired or was already used, ask for a new one from the same page.

The sign-in code never arrives

If your organization asks for a code by email after your password, the sign-in page says Your organization asks for a second step when you sign in and shows the address the 6-digit code went to.

1. Check the address shown. It’s the one you sign in with.
2. Look in your spam or junk folder.
3. Wait a minute, then click Send another code. The page says A new code is on its way. The previous one no longer works.

A code is valid for 10 minutes and works once. You can ask for a new one twice per sign-in, three codes in all, with a short wait between requests. After five wrong codes, or after a code expires, the page asks you to sign in again from the start.

Tip: Leave Trust this browser for 30 days, so it only asks for my password. ticked on a computer you use every day. That browser then skips the code for 30 days. You can review trusted browsers in Settings > Security > Sign-in code. If a trusted browser starts asking for the code again, the 30 days are up, the browser’s cookies were cleared, or the browser was dropped from that list.

The sign-up code never arrives

When you create an account, the code is valid for 20 minutes. Check your spam folder. If the address already has an account, you get an email saying so instead of a code: sign in, or reset your password.

Temporary mailboxes can’t open an account. You’ll see Temporary mailboxes cannot open an account. Please use your work or personal address.

“This account has been suspended. Contact your administrator.”

An administrator of your organization deactivated your login. Your account and your work are kept; only the sign-in is closed. Ask your administrator to reactivate it.

“Access for your organization is currently paused. Please contact your administrator.”

This one isn’t about you: access is paused for your whole organization. Your administrator needs to sort it out with the BearingBridge team.

You’re sent back to the sign-in page

Your session ran out, which happens after a while even if the tab stays open. Sign in again and you’ll land back on the page you were trying to open.

A module, page, or button is missing

A module isn’t in your menu

A module (Social, Sales, Search and so on) is switched on at three levels, and you only see it when all three say yes:

The brand level is easy to miss. If a brand has a module switched off, that module disappears from the menu while that brand is the active one in the brand picker at the top of the left menu. Switch to another brand and it comes back.

Your role can also hide parts of a module. Revenue Follow Up, for example, is closed to roles that aren’t graded to see it. See capabilities and modules and roles and rights.

A link sends you to the dashboard

Open an address you don’t have access to and the app won’t show an error. It quietly takes you to the dashboard instead. Usually the module is switched off for your organization or for you, or your role can’t open that page.

“Your role (viewer) is read-only.”

The viewer role can read but can’t create, change, or run paid actions. Ask your administrator for the editor role, or for rights on that area.

You can’t see a brand, or its data

You only see brands you’ve been given access to, and Ask Intelligence and the agents only read those brands’ data. Ask your administrator for access. See brands.

Credits and costs

AI features stopped: out of credits or allowance

AI runs and data calls are paid from prepaid credits. When the balance hits zero, AI features stop until someone buys more, but the rest of the app keeps working: you can still read, edit, and organize.

What you see depends on where your credits come from:

One credit is one US dollar, and you can buy from $10 to $1,000 at a time. To avoid running dry in the middle of a long run, set up automatic top-up. See buy credits and shared credits.

Note: Administrators get an email when the organization’s balance drops under $5, so they can top it up before people are blocked.

A run cost more than you expected

Each AI run shows what it cost when it finishes. Text models charge by the amount they read and write, so a long brief or a long answer costs more on the same model. The model picker next to each run button shows every model’s price per million tokens read and written, so you can pick a cheaper one. Your own history is in Settings > Activity log. See what costs credits.

AI results and errors

If the problem isn’t money but the answer itself, or an error in place of one, start here.

The model is unavailable, busy, or having trouble

Three messages mean the problem is on the model provider’s side, not yours:

• The model is busy right now. Nothing was charged. Please try again in a minute.
• The model provider is having trouble right now. Nothing was charged. Please try again shortly.
• This model is unavailable right now. Nothing was charged, and our team has been alerted. Please try again shortly.

In all three cases, wait a minute and run it again, or pick another model in the model picker.

The model refused the request

Models sometimes turn a prompt down, for safety reasons or because they can’t take one of the options you set. You then see the model’s own explanation, or The model refused this request. Try rewording it. Reword the brief or drop what the message points at. Another model may also accept it.

Web search is greyed out in Ask Intelligence

The switch stays on screen and says why it can’t be used. This model has no web search of its own. means the model you picked can’t search: choose one that does. Web search is off for your organization. means your administrator keeps Ask Intelligence on your own data. They can allow web search on the AI Models page.

Ask Intelligence doesn’t know something

Ask Intelligence answers from your organization’s data, not from general knowledge on the internet, unless web search is on. Start with the brands you picked for the conversation. Then open Data included in the page header: you may have left part of your data out. If both look right, check that you have access to that module and brand. See what Ask can read.

Uploads

A file is too large

Each upload place has its own ceiling, and the app checks the file as soon as you pick it:

The message names the file and the limit, for example “report.pdf is 62.0 MB; the limit is 50 MB per file.” Compress the file or split it.

An image, clip, or sound file is refused by a video or image engine

Each engine has its own rules for files, and the form checks yours the moment you attach it. The message names the file, says what’s wrong with it, and gives what the engine accepts: the formats it reads, the largest file, the shortest and longest clip, or the smallest and largest frame. A clip that runs too long, for instance, gets a message ending in “Trim it and attach the shorter file.” Convert, trim or resize the file, or pick an engine that takes it. See video and images.

Social publishing

A post says “Did not go out”

The post shows the reason next to the account that failed and, when another try is planned, Next attempt with its time. What to do depends on the message:

Temporary failures are retried automatically, up to three attempts, spaced 5 minutes, 30 minutes and 2 hours apart. Try again now doesn’t wait. A refused post costs nothing, including on X.

A social account needs to be connected again

On My Connections (in the menu under your picture), each account shows its state. Connect it again within N days warns you ahead of time; Connect it again to publish means it can’t publish until you do. Click Connect again and approve access on the network. In the post editor, an expired account carries a Reconnect tag. See my connections.

Display and screens

The last few are small things that can look like bugs. Some are the app working as designed.

A job seems to take forever

Long runs (images, videos, drafts, reports) keep working in the background, even if you leave the page. The Activity button in the header lists what’s generating right now, anywhere in the app, and a small alert appears in the corner when a job finishes. Check there before starting the same run again, since a second run is paid too.

A Save button turned amber

That’s on purpose. A card with a manual Save turns its button amber as soon as you change something, and it stays amber until you save. If you leave without saving, the change is lost.

Dates and times look wrong

Every date and time follows your own settings. Go to Settings > Date and time and check Time zone, Date format, and Time format. With Follow this device, the time zone is the one of the computer or phone you’re using, so it changes when you travel. A moment, like the time a post goes out, follows your time zone. A date that is only a day, like a due date, stays the same day everywhere. See date, time, language and theme.

The interface isn’t in your language

The interface is offered in English, French and Chinese, but your organization decides which of them you can pick. If Settings > Language says Your organization offers the interface in English only, ask your administrator to add the other languages on Admin > Organization.

Two more things to know. The language switcher under your picture in the header changes the language for that browser only, while Settings > Language saves it on your account. And only the interface is translated: your own data, your texts and what your brands publish stay in the language they were written in. If you find an interface sentence left in English, report it with Report a bug.

The screen is too dark or too light

Go to Settings > Appearance and pick System, Light, or Dark. The choice belongs to the browser, not to your account, so a phone and a laptop can differ.

Still stuck?

Check the FAQ, then write to the team with Report a bug for something broken or Contact us for anything else. Include the exact message you see.