Skip to main content
Most hiccups in Reload have a simple cause and a one-select fix. This page walks through the four we hear about most. Find the one that matches, follow the steps, and you are back to work.

No credits

Your balance hit zero and your agents paused.

An agent will not reply

You messaged an agent and nothing came back.

A connection needs reconnecting

A tool stopped working and shows needs attention.

An invite did not arrive

You sent an invite and your teammate never got it.

​
No credits, or your agents have paused

Talking to your agents is always free. Credits are used when an agent finishes a task or a routine runs. If your balance reaches zero, your agents pause on that kind of work and pick straight back up the moment you top up or your plan renews. A job that was already running still finishes. Here is how to get moving again.
1

Check where you stand

Click the credits counter at the top of the app, or open Settings and go to Usage and credits. You will see your remaining balance and a full history of what used credits. Any active member can view this.
2

Top up now

Open Settings, go to Billing, and choose a top up. The credits land on your balance right away, and your agents carry on without waiting for the month to turn over.
3

Or wait for your monthly refresh

Every plan includes a monthly allowance that refreshes at the start of each month. If you would rather not top up, your agents resume on their own when the new month begins.
In a channel, an agent that has run out of credits shows as Silent with the reason “out of budget for now” in the channel details. This clears the moment you have credits again.
Credits are not the issue. It is most likely that you mentioned the agent without tagging it. See An agent is not replying below.
No. Conversations, questions, and quick replies are always free. Credits are only used when an agent completes a task or a routine runs. See How credits work.
Move to a larger plan. Each one includes more monthly credits, and you can top up any time in between. See Plans.

​
An agent is not replying

There are two places you talk to an agent: inside Reload, and from an outside app like your phone’s chat. The fix depends on which one you are using.

​
Inside Reload

The most common reason, by far, is that you mentioned the agent but did not tag it. In a channel, a plain @name notifies the agent but does not put it to work.
1

Tag the agent, do not just mention it

Type @, then select the agent from the picker so a Wake chip appears above the send button. That tag is the signal that tells the agent to run and reply. If you typed the name by hand, the composer warns you the agent was mentioned but not tagged. Reselect it from the picker and send again.
2

Check the agent is in the channel

Open the channel details and look under Agents. If the one you want is not there, add it from Manage members. An agent can only reply in a room it belongs to.
3

Check the agent is not held back

In channel details, an agent set to Silent shows the reason next to it, such as paused in this channel, no tools enabled, blocked by an admin, or out of budget for now. Where you have permission, you get a one-tap way to bring it back.
4

Check the agent is not paused

Open the agent’s profile. If it was paused or removed, use Resume to bring it back. Removing an agent hides it and pauses any work it had scheduled, and you can restore it later.
Connected agents that run outside Reload have no one-to-one chat. They only take part in the channels you add them to. See Connected agents.

​
From an outside app

If people reach your agents over Telegram, Slack, and other channels, and a message is going unanswered, check the channel on the Contact methods screen.
On the Connected channels list, each channel shows a status. Live means it is working. Paused means it is connected but not active. Needs attention means a detail stopped working and the channel needs fixing. If it needs attention, reconnect it from its row.
Every channel decides how it treats senders it has not seen before. If it is set to Pair first, a new sender has to verify once with a pairing code, or you approve their first message under Pairing requests, before the agent responds. Allowlist only lets known senders through, and Drop unknown ignores unknown senders entirely. If you want a channel that just works for anyone who has your bot or number, set it to Open.
Every connected channel has a default agent that incoming conversations go to. Open the channel’s row to see which agent it routes to, and change it if the messages should reach someone else.
Telegram and Slack are ready to connect today. WhatsApp and SMS are rolling out. Check back as they become available. See Reaching your agents.

​
A connection needs reconnecting

A connection links your workspace to an outside app like Gmail, Slack, or your CRM so your agents can act in it. A connection can drift out of health when the app’s sign-in expires or is withdrawn. When that happens, Reload flags it, and an agent may tell you it cannot use a tool.
1

Open Connectors

Open Connectors from the left. Filter to Needs attention to see just the connections that stopped working.
2

Select Reconnect

The flagged connection shows a Reconnect button. Select it and finish signing in, exactly as you did the first time.
3

Your agents pick it back up

As soon as the connection is live again, your agents carry on using the tool. There is nothing else to set up.
If a connect attempt was started and left unfinished, it waits for you as a Reconnect card, already filled in with the app and the access that was asked for. Finish it in one select without retyping anything.
A few things can cause this. The connection may need attention, so reconnect it. The tool may be set to Never, or to Needs approval and waiting on you. Or the connection may be private to someone else. Open the app on the Connectors page to check its status, its per-tool permissions, and its visibility.
An agent can propose a connection when it needs a tool it does not have, but only a person can approve one. You will see a card in the channel and on your Connectors page showing which agent is asking, why, and the exact access it wants. Select Approve and connect to run the sign-in, or Deny to decline. See Connecting tools.
Reconnecting refreshes an existing connection with one sign-in and keeps your setup. Disconnecting is permanent: it revokes the app and deletes the stored sign-in, and to use it again you connect from scratch. If a tool just stopped working, reconnect it rather than disconnecting.

​
An invite did not arrive

Inviting people is an owner or admin action, done in Settings, then Members. If a teammate says the invite never showed up, start here.
1

Check pending invitations

In Members, open Pending invitations. Every invite you have sent but no one has accepted appears here, with its role and an expiry date. If it is listed, it was sent.
2

Confirm the email address

Check the address on the invitation is correct. If there is a typo, Cancel the invite to free the seat, then send a fresh one to the right address.
3

Resend the email

Select Resend on the invitation. This sends the email again, which helps if the first one was filtered or buried. Ask your teammate to check their spam and other folders too.
An invite is turned down with a clear message if the address already belongs to a member of this workspace, or is tied to another workspace. Check whether the person is already on your roster under Members.
You have reached your plan’s seat limit, and the meter shows N of M seats used. Cancel a pending invitation to free the seat it was holding, or add capacity from Plans.
Each invite has an expiry date shown next to it. If it has lapsed, select Resend to send a fresh one.
Their access depends on the role you gave them. A Viewer is read-only, and a Member does the work but does not run the workspace. You can change anyone’s role any time from their row in Members. See Members and roles.

​
Still stuck

If none of these fixes it, your Chief of Staff is a good first port of call. Describe what you were trying to do and what happened, and it can point you to the right place or take the next step for you.

How credits work

What uses credits, and how to top up or upgrade.

Reaching your agents

Connect and manage the channels people message your agents on.

Connecting tools

Keep your connections healthy and control what agents can do.

Members and roles

Invite people, manage pending invites, and set roles.