Question 1

Does a wrong password lock me out permanently?

Accepted Answer

No. Repeated failures throttle you, then lock the account for a short period, and both clear on their own. Stop guessing and use Forgot password — every extra attempt extends the wait.

Question 2

My authenticator codes are always rejected. Why?

Accepted Answer

Almost always a device clock that is out of sync. Turn on automatic time on your phone and try again. Note that failed two-factor attempts count towards the same lockout as failed passwords.

Question 3

I got the reset confirmation but no email arrived.

Accepted Answer

The page shows the same confirmation whether or not an account exists on that address — that is deliberate, so nobody can use it to discover who has an account. Check spam, then check you are using the right address.

Question 4

How long is a password reset link valid?

Accepted Answer

About half an hour. Request a fresh one rather than reusing an older email.

Question 5

I signed in fine but the dashboard is empty.

Accepted Answer

You are in your own workspace rather than the team's. Open Dashboard → Accounts and switch. Accepting an invitation grants access but does not move you.

Question 6

One chatbot is silent and the others are fine. Why?

Accepted Answer

Credits are shared by the whole account, so a single silent chatbot is never a credit problem. Check that one for being paused, never trained, or reached through an out-of-date link or embed.

Question 7

Test chat answers but my website does not.

Accepted Answer

The chatbot is fine and the surface is the problem. Test chat skips the widget, the allowed-domains check, and the hosted-page route entirely, so it proves nothing about your embed.

Question 8

Does a thumbs-down stop the chatbot answering?

Accepted Answer

No. Feedback records quality and nothing else. Only an empty credit balance, pausing, and unfinished training stop answers from happening at all.

Question 9

Why do owners and visitors see different messages?

Accepted Answer

Deliberately. Visitors get a neutral message that says nothing about your account, while the owner in test chat gets the real reason and a link to fix it. Setup guidance must never leak to a customer.

Question 10

The chatbot says it does not know, but I uploaded that document.

Accepted Answer

Either training has not finished, or the wording in your content does not match how the visitor asked. Check the badge on the Knowledge page first, then add a short plainly-worded note that states the fact directly.

Question 11

How long should I wait before something is really stuck?

Accepted Answer

About an hour. A watchdog looks for sources that were queued but never picked up, or that stopped making progress, and re-queues them automatically. You can also retry yourself once the row is no longer processing.

Question 12

Should I pause the chatbot while it trains?

Accepted Answer

No. Pausing does not speed anything up, and it does break your hosted page and widget for real visitors. The chatbot keeps answering from what it already learned.

Question 13

Does failed training delete my file?

Accepted Answer

No. The row stays exactly where it is so you can read the reason, fix the source, and retry.

Question 14

Why is Retrain greyed out?

Accepted Answer

The item is currently being processed. Wait for it to leave that state, or stop it first.

Question 15

Should I delete everything and start over?

Accepted Answer

No. It rarely helps, loses content you will have to re-add, and puts you at the back of the same queue. Retry the specific failed rows instead.

Question 16

Is this a CORS problem I should ask a developer to disable?

Accepted Answer

No. The check happens on Agentency's side, not in the browser's permission model, so changing anything on your server has no effect. Add the hostname to the allowed-domains list.

Question 17

My allowed-domains list is empty. Does that allow everything?

Accepted Answer

The opposite. In production an empty list denies every site, deliberately. Add at least one hostname before you launch.

Question 18

Where do I see the real reason for the refusal?

Accepted Answer

The browser console only prints a general failure, because the widget runs as third-party code on your customers' pages. Open the Network tab and read the failed request's response body.

Question 19

Does a secret link on my hosted page unblock the widget?

Accepted Answer

No. Hosted-page access control and the widget's allowed-domains list are entirely separate mechanisms, and neither affects the other.

Question 20

Do I have to list every page of my site?

Accepted Answer

No. The check is on the hostname only, so one entry covers every page on that host. But subdomains are separate — use a wildcard if you have several.

Question 21

I upgraded my plan and chats are still blocked. Why?

Accepted Answer

The higher credit allowance starts at your next renewal, not today — every other limit applies immediately, but credits are the exception. Buy a credit pack as well if you need capacity now.

Question 22

Will Agentency warn me before this happens?

Accepted Answer

No email, no notification, nothing. The only warnings are the sidebar credits indicator and a banner on Billing once you drop below a fifth of your allowance. Put a reminder in your own calendar.

Question 23

Will running out delete anything?

Accepted Answer

No. Chatbots, knowledge, conversations, and customers are untouched, and answering resumes the moment credits are available again.

Question 24

How do I stop it happening again?

Accepted Answer

Buy a credit pack as a standing buffer. Packs never expire, so an unused one costs nothing and waits underneath your plan allowance for the bad month.

Question 25

Visitors say unavailable but Billing still shows credits.

Accepted Answer

Something else is wrong. Reload Billing as the owner first, then check whether the chatbot is paused, whether it ever finished training, and whether the widget is being refused on that page.

Question 26

They accepted the invitation. Why is their dashboard empty?

Accepted Answer

Accepting grants access; it does not move them. Everyone has their own workspace and lands there by default, so they must open Dashboard → Accounts and switch into yours.

Question 27

They can see the old chatbots but not the new one.

Accepted Answer

Their access is set to Selected chatbots, and chatbots you create later are never added to that list automatically. Open Edit access and tick it, or switch them to All chatbots.

Question 28

They switched and still see nothing at all.

Accepted Answer

Either their selected-chatbot list is empty, or they have a Custom role missing the view-chatbots permission. Both are visible on their row under Edit access — every preset role includes viewing.

Question 29

They built a chatbot and now nobody can find it.

Accepted Answer

It is in their own workspace. Nothing moves between workspaces, so it has to be rebuilt in yours. This is exactly why the switching step matters on day one.

Question 30

Their access vanished mid-session.

Accepted Answer

Check whether their row is still in the Members table. Removal takes effect immediately and drops them back into their own workspace, which looks a lot like everything disappearing.

Question 31

Is there a switch that disables the hosted page?

Accepted Answer

No. There is no such toggle, so stop looking for one you might have flipped. Only an unknown handle, a paused chatbot, or an owner account pending deletion produce a not-found.

Question 32

Does a protected page return a not-found without the access key?

Accepted Answer

No. Access control shows a gate screen asking for the key, password, or sign-in. A locked door and a missing page look completely different.

Question 33

I renamed the handle. Will the old link redirect?

Accepted Answer

No. The old address stops resolving immediately and there is no forwarding. Anything already printed or published against it breaks silently, which is why it is worth settling on a handle before you publish it.

Question 34

Should I pause a chatbot whose link is on a live campaign?

Accepted Answer

No. Pausing turns every published link into a dead one, and search engines that visit meanwhile treat the page as gone. Change its messages or put an access gate in front of it instead.

Question 35

All my hosted pages 404 at once.

Accepted Answer

Check whether the account owner scheduled the account for deletion. Every hosted page that owner controls goes dark for the duration, and signing back in cancels it.

Question 36

Is there a support form inside the dashboard?

Accepted Answer

No. The contact form lives on the public website at /contact, which is deliberate — the most urgent reason to write is that you cannot sign in. Stop hunting through Settings for a Help link.

Question 37

Will I get a ticket number?

Accepted Answer

No. The reply comes by email to the address you supply, so give one you can actually read. By default there is no automatic acknowledgement either — the on-screen confirmation is your receipt.

Question 38

What should I put in the message?

Accepted Answer

The account owner's email, the chatbot name, the surface that failed, the exact time with your timezone, the message you saw quoted word for word, and what you have already tried.

Question 39

What should I never send?

Accepted Answer

Passwords, two-factor or backup codes, API keys, full card numbers, and your customer list. Nobody at Agentency will ask for any of them, and sending one creates a second problem.

Question 40

Can support change a plan or buy credits on my behalf?

Accepted Answer

No. Billing is owner-only and cannot be bypassed for a member. If a purchase has to happen, the account owner makes it.

Troubleshooting FAQ