> For the complete documentation index, see [llms.txt](https://docs.ebrain.ai/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.ebrain.ai/help/troubleshooting.md).
# Troubleshooting
Most eBrain hiccups come down to a connection that needs refreshing, a setting that is off, or an approval that is waiting on you. Use the sections below to find your problem, the likely cause, and what to do.
{% hint style="info" %}
A good first step for anything mail, calendar, or assistant related: open **Settings > Integrations** and check the status of your connected accounts. An account that says **Action needed**, **Needs reconnect**, or **Needs attention** is the cause of most "Tim can't see my..." problems.
{% endhint %}
## Tim can't see my new email or calendar event
**Likely cause:** the relevant account lost its authorization, or that account isn't connected yet.
**What to do:**
{% stepper %}
{% step %}
## Check the account status
Go to **Settings > Integrations**. Find the mail or calendar account in question. If it shows **Needs reconnect** or **Action needed**, that connection has stopped syncing.
{% endstep %}
{% step %}
## Reconnect it
Click **Reconnect** on the account card and complete the provider sign-in again. Your settings are kept; you are just re-authorizing access. Disconnecting and reconnecting never deletes your data.
{% endstep %}
{% step %}
## Confirm it is connected
A healthy account shows a status such as **Working as expected** or **Synced today**. Tim reads your data live, so once the account is healthy he can see it again right away.
{% endstep %}
{% endstepper %}
{% hint style="warning" %}
If your **default** mailbox is broken, Tim will surface the problem and ask you to reconnect it rather than silently sending from another account. Reconnect it in **Settings > Integrations**.
{% endhint %}
See [Connecting your accounts](/account-and-settings/integrations.md) for the full reconnect flow.
## Mail or calendar looks out of date
**Likely cause:** the view hasn't pulled the very latest changes yet.
**What to do:** eBrain shows mail and calendar live, but you can force a refresh. On the **Mail** page use **Refresh**; on the **Calendar** page use **Sync** (a **Last synced** time is shown, and a red **Sync error** banner appears with the reason if it fails). If the sync error mentions reconnecting, fix the account in **Settings > Integrations** first.
## WhatsApp won't verify
You connect WhatsApp by sending the `EBRAIN-XXXXXX` code shown in the **Connect WhatsApp** dialog to eBrain's number. Here is what to do when it doesn't work.
"This code has expired"
Codes are valid for **10 minutes**. If yours lapsed, choose **Try again** to request a new one, then send the new code promptly. You can also use **Resume verification** to continue a still-live attempt.
"Too many codes requested"
There are hourly and daily caps on new codes. Wait a while and try again later.
"This WhatsApp number is already linked to another eBrain account"
The number is in use by a different account. Contact support to resolve it.
"Linked to another company"
A phone number can only be connected to one workspace at a time. Switch to the workspace where it is currently linked (top-right company menu), disconnect WhatsApp there, then come back and reconnect from this workspace. The chat history starts fresh after reconnecting.
I messaged the eBrain number but nothing happens
If you message from a number that isn't linked yet, you get a one-time reply telling you the number isn't connected and pointing you to Settings. Connect first via **Settings > Integrations > WhatsApp**, then message again.
For the full setup, see [Using eBrain on WhatsApp](/ebrain-on-whatsapp/getting-started.md).
## Donna didn't join my meeting
**Likely causes and fixes:**
| Symptom | Likely cause | What to do |
| --------------------------------------------------- | ---------------------------------------------------------------------------------- | ----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| Donna never showed up | Auto-join is off, or the event's calendar isn't being tracked | Turn on auto-join in the Notetaker settings, or add Donna's address (`donna@ebrain.ai`) as a guest on the event. Check the calendar is enabled under **Connected calendars** in settings. |
| She joined a different meeting type | The link wasn't a supported platform | Donna works with Google Meet, Microsoft Teams, and Zoom links. All-day events and events with no online link are skipped. |
| Donna was added by someone outside eBrain | Guest detection only works if the meeting is on a connected eBrain user's calendar | The meeting must appear on an opted-in user's connected calendar for Donna to be triggered. |
| Status shows **Failed** with "Donna could not join" | A join-time problem | Open the meeting and use **Rejoin meeting** on the meeting information card (offered only for join failures, not transcript or analysis failures). |
{% hint style="danger" %}
Never email `donna@ebrain.ai` directly. The address only works when you add it as a **guest** on a calendar event. Emailing it does nothing.
{% endhint %}
More detail in [How Donna joins your meetings](/meetings-donna/how-donna-joins.md).
## An approval card is stuck or expired
When Tim wants to write something (send email, create an event, change a task), he shows an approval card and waits for you.
* **The chat input is locked** with "Approve or reject the action first." This is expected. Approve or reject the pending card to keep typing.
* **The card says "Expired."** A pending action times out if left unanswered for too long (around half an hour). You can no longer approve it. Just ask Tim again and he will produce a fresh card.
* **The card says "Failed."** You approved, but the action couldn't complete. The card explains why in plain language (for example, the account needs reconnecting). Fix the cause, then ask Tim to try again. A failed action did not take effect.
* **You approved on one device and it looks unanswered on another.** Approvals sync across web and WhatsApp, and an action only ever runs once. A second tap is safely ignored.
On WhatsApp, approvals arrive as **Approve / Decline** buttons (with a 30-minute expiry). Typing "yes" does not confirm; you must tap the button. See [Approval flows explained](/chatting-with-tim/approval-flows.md).
## An email won't send
**Likely cause:** no mailbox is connected, or the sending account needs attention.
**What to do:**
* If **Send** is disabled with "No email accounts connected," connect a mailbox in **Settings > Integrations**.
* If the draft card shows a reason it is blocked (for example the account needs reconnecting), use the **Open Settings > Integrations** link on the card to reconnect.
* For a brand-new draft, **To, Subject, and Message body must all be filled in** before Send activates.
* **Outlook replies cannot include attachments.** If you need to attach a file to an Outlook reply, use **Compose** to send a new message instead.
See [Sending email and drafts](/mail/sending-and-drafts.md).
## Smart mail automation isn't creating drafts or labels
**Likely causes:**
* **It is a Gmail-only feature.** Outlook accounts show the settings, but auto-labeling and auto-drafting do not actually run on Outlook.
* **It is opt-in per account.** Turn on the toggles in the **Mail > Configuration** tab for the specific Gmail account.
* **It may not be enabled for your workspace yet.** The feature ships off and is rolled out gradually. If the toggles are on but nothing appears, the workspace-level switch may not be active for you yet.
* **The account needs reconnecting.** A Gmail account flagged "This account needs to be reconnected" won't run automation until you reconnect it.
{% hint style="info" %}
Auto-drafting deliberately skips newsletters, mailing lists, no-reply and automated senders, and your own outgoing mail, and won't make a second draft if a reply draft already exists. So seeing no draft on those messages is normal. Remember eBrain only ever creates drafts; it never sends on its own.
{% endhint %}
If drafts still don't appear after checking the above, contact your admin to confirm the feature is enabled. More in [Smart mail automation](/mail/smart-automation.md).
## Everything is read-only and I can't make changes
**Likely cause:** the workspace's subscription has lapsed (payment failed or canceled), which puts the company into a read-only state.
**What you will see:** a toast such as "Your organization is read-only. Update your payment method to make changes," plus a full-screen overlay.
**What to do:**
* **If you are an owner or admin:** use **Update payment method** on the overlay (or go to **Settings > Billing**) to open the secure customer portal and fix the payment method. Restoring payment lifts the lock automatically.
* **If you are a member or viewer:** contact your billing admin. Reading still works; only changes are blocked. You can always log out from the overlay.
See [Billing and plans](/account-and-settings/billing-and-plans.md).
## A proactive WhatsApp message or reminder arrived late
**Likely cause:** WhatsApp only lets eBrain send a free-form message within about 24 hours of your last message to Tim.
**What to do:** if your WhatsApp chat with Tim has gone quiet for more than \~24 hours, you may get one short nudge inviting you to continue, and the actual content is held until you reply. Send any message and the held content is delivered. To get nudges and reminders instantly, keep your WhatsApp chat with Tim active. Held content expires after 7 days. Details in [Proactive messages and reminders](/ebrain-on-whatsapp/proactive-and-reminders.md).
## My agent didn't run on schedule
**Likely causes:**
* The agent is **Paused** (it stops firing on its schedule). Resume it from the agent's detail page or its "..." menu. You can still use **Run now** on a paused agent.
* The agent is **On demand** (no schedule), so it only runs when you press **Run now**.
* A **project-targeted** agent needs a real, non-archived project selected, or it can't run.
* Scheduled runs can start slightly after the scheduled minute (a small spread is added to avoid everything firing at once). **Run now** skips that spread.
If a manual run seems blocked, you may see "This agent is already running" - that is the double-run protection. See [Scheduling, running, and results](/agents-autonomous/scheduling-and-runs.md).
## I can't change billing, invite people, or delete something
**Likely cause:** your role in this workspace doesn't allow that action.
**What to do:**
* **Billing** is only visible to owners and admins. Members and viewers see "Only the company owner or an admin can change billing settings."
* **Inviting, changing roles, and removing members** are owner/admin actions.
* **Viewers are read-only** everywhere (chats, tasks, agents, meeting notes).
* **Deleting content** generally requires member-level access or higher; viewers can't delete.
* Roles are per-workspace, so you might be an admin in one company and a viewer in another. Ask an owner or admin to adjust your role, or switch to the right workspace. See [Teammates and workspaces](/account-and-settings/teammates-and-companies.md).
## Tim asks me to narrow to one account
**Likely cause:** you have many mail or calendar accounts connected, and the unified read can't combine them all at once.
**What to do:** there is a cap on how many accounts are read together (the shipped default is 8). When you exceed it, filter to a single account using the account chips at the top of the Mail page (or pick a specific calendar) and try again.
## I can't find an old chat in search
**Likely cause:** chat search matches the conversation **title** only, not the words inside messages.
**What to do:** search by what the chat is named, or open the folder it lives in. For finding content inside uploaded documents, attach the files to a chat folder so Tim can search their contents.
## Still stuck?
Check the [Frequently asked questions](/help/faq.md) for more answers. If a connected service is misbehaving, the quickest fix is almost always to reconnect it in [Settings > Integrations](/account-and-settings/integrations.md).
---
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