Troubleshooting

Recover from common chat, credit, Wapp, file, download, integration, automation, and extension problems.

Chat is waiting for input

Check the strip above the composer: Waiting for your approval means an approval card in the conversation needs an answer, Waiting for your answer means Cheqq asked you a question, and Needs your input means Cheqq stopped for something only you can give. Reply to carry on.

Agent mode runs in Auto by default, so it only stops to ask when a tool needs you. If it asks before every tool call, approvals are set to Manual — switch back to Auto under Approvals in the mode menu, or pick Auto for this session to stop the asking for now without changing your saved choice.

In Manual, sending a new message while an approval is still pending automatically denies it — if the request is no longer correct, stop and send a narrower instruction instead of talking past the pending approval.

A task says Paused or Blocked

The strip above the composer gives the reason.

Paused means the task reached one of its limits — its two-hour window or its 1,000 steps. Select Resume or send a message to carry on. A task that ran out of credits shows its own card instead; see Out of AI credits.
Needs your input means Cheqq stopped to ask you for an answer, a yes, or a fix only you can make. Read its reason and reply; your reply carries the task on.
Blocked means the task can't continue as things stand — often because it stopped making progress. Read the reason, then send a message that points it somewhere more useful, or start a narrower request.

A dropped connection doesn't block a task straight away: it waits and tries again by itself, and only blocks, with a plain reason, if the connection keeps failing.

See Allowances and Resume.

Out of AI credits

The chat shows You're out of AI credits with the way to get more: Buy credit pack on a paid plan, or an upgrade on Free. It never retries on its own. If a task ran out partway through, the work it did stays and the card also offers Resume — select it once there are credits again. See When credits run out.

The chat says it lost connection

That message means the connection itself dropped mid-reply, so the answer above it may be incomplete — select Try again to replace it. Any other failure says what went wrong in its own words. An Agent-mode task keeps working on Cheqq either way; reopen the conversation to find it.

I closed the tab mid-task

Nothing is lost. Agent-mode tasks run on Cheqq, not in your browser, so open the conversation again — from the same device or another — and the task is there, still working or waiting for you. A task that finished while you were away shows its answer.

A tool is unavailable

Confirm that you are in Agent mode, the relevant integration is connected (not showing Reconnect), and you opened the Wapp or automation that owns the capability. Available tools depend on the current context.

A checkpoint is partial or unavailable

A partial checkpoint means the turn continued but Cheqq could not capture every supported local subject. Open its Restore confirmation to see what was captured and which state may be skipped. When the Wapp, workflow or App the conversation belongs to couldn't be captured, Restore is disabled; conversation Fork can still be available.

Artifacts the rewound turns changed go back to the version they were on. An artifact those turns created stays, and the confirmation lists it among what a restore leaves.

Do not assume Restore reverses external effects. Sent messages, completed payments, published content, finished workflow runs, and other external actions remain in place. Review the non-reversible effects listed in the confirmation.

Restore, Fork, or Undo restore is unavailable

Wait for the active stream, tool approval, browser handoff, or queued-message transition to finish. Undo restore is shown only for the latest applicable restore and disappears after it is used or a new user turn moves the conversation forward.

If forking a Wapp, workflow or App needs a new name or would exceed a plan limit, resolve that first.

Wapp or workflow Undo or Redo is unavailable

Undo needs a retained parent entry; Redo needs an active redo path. A new committed change after Undo clears that path, although the abandoned entry remains browsable until it expires.

History is collaborative. If someone or an agent saved a newer change, refresh the History drawer and review the new current entry before trying again. Cheqq rejects a stale history action rather than undoing an unexpected collaborator's work.

A restore completed with warnings

Review the affected and skipped subjects in the result. A workflow restored from Trash stays inactive if trigger registration cannot be reconciled safely. For Wapps, large comparisons may report that additional changes were truncated; that limits the displayed diff, not the retained version itself.

See History and recovery for the distinction between conversation recovery and Wapp and workflow history.

Connecting an integration doesn't finish

If the provider's sign-in popup is blocked, closed before you finished, or refused access, the integration's page says so above Connect. Allow popups for Cheqq and try again. If sign-in opened in a tab instead of a popup, that tab says whether it worked and what to do next.

An integration needs reconnecting

A connection shows Reconnect when its access expires or the provider revokes it. Open Integrations from your user menu, select the affected service, and select Reconnect. Complete the provider authorization, then return to Cheqq and verify its status.

A file will not upload

Each plan sets how large one file can be — 5 MB on Free, 25 MB on Pro, 100 MB on Business and Team — and the Files page shows your limit beside the upload button. A file over it is refused before any of it is sent, with the limit named. Chat attachments and skills have limits of their own; see Upload and attachment limits.

If the file is within the limit, check your storage in Settings → Billing: uploads count toward it, and one that wouldn't fit is refused with an upgrade prompt. Otherwise retry from the Files page and wait for the current upload to finish before starting another.

A download can't be made

When a PDF, Word, PowerPoint or other download of an artifact can't be made, Cheqq says why, and whether trying again will help. When it says Try again, the file couldn't be made just then and a second attempt usually works. When it says the artifact couldn't be opened or took too long to load, open the artifact itself to check it loads before you try again.

A document says it's no longer available

This file is no longer available means the document's stored file is gone, so there is nothing left to show or download. Ask Cheqq to make it again. A spreadsheet that opens with This workbook could not be read can still be downloaded and opened in a spreadsheet app.

An automation did not run

Open the automation and check that its configuration was saved — Run stays disabled with a tooltip while required fields are unresolved.

Confirm required integrations are connected.

For triggered workflows, confirm both the workflow and the specific trigger are active — pausing either one blocks future firings without cancelling anything already running.

For schedule triggers, check the cron expression and timezone; invalid values are rejected with an inline error rather than silently skipped.

For webhook triggers, confirm the incoming payload matches any schema you configured — a mismatch returns an error to the caller and never starts a run.

Use Run now or Dry run to separate workflow configuration errors from trigger-delivery problems.

Review the latest run's output for the failing step — a step with Power Mode enabled shows an amber warning badge and a "Last Run Error" card with a suggested fix.

If you're running many workflows at once, note that concurrent runs are capped per account — an unusually busy account may need to wait for one run to finish before another starts.

An automation's email says Cheqq held it

Cheqq held this email means the step sent as many emails as Cheqq sends without anyone's approval: 3 an hour to one address, or 30 an hour across your workspace. Nothing was sent. Add a Wait for approval step before the email and keep the automation on Ask me first, send through your own mail server, or try again later. An approval that goes ahead on its own isn't anyone's yes, so it doesn't lift the limit. Mail to your own team isn't counted. See Send email.

An automation went ahead without asking

Its Ask me first switch is off, so its Wait for approval steps go ahead on their own. The run's page marks the step Went ahead on its own, without asking, shows what it went ahead with, and says who turned asking off and when. To be asked again, open the automation, select Runs on its own in its header, and turn Ask me first back on. The next run asks. See Ask me first.

A browser automation is waiting rather than running

A workflow that needs the Companion extension waits when the machine running it is asleep, instead of failing. It starts by itself once that machine is back, so often the fix is simply to open the laptop.

Two things to check if it keeps waiting:

Open Settings → Browser Devices and use Check on the device to confirm it is reachable right now.

Open Settings → Advanced → Active hours. If a window is set, browser automations wait outside it — the preview says whether the window is open at this moment, in your account's timezone.

If a workflow is skipped three times in a row, Cheqq notifies you. That usually means its schedule no longer coincides with the machine being awake: move the schedule, widen the active-hours window, or run the workflow on a machine that stays on.

Setting up a template stopped partway

The setup screen says which part didn't finish, and what's done so far is safe. Remove the Wapp and install it again; Report this sends what happened to the Cheqq team. See Set up a business system.

A client can't see their records in the portal

A portal shows each person only the records that carry their email. Check that:

Their email is on the portal's Invited guests list. Without it, they see You don't have access to this app.

They signed in with a Cheqq account under that same address.

Their record has that address too: the client's or resident's email, which Cheqq copies onto their projects, leases or appointments. A clinic's appointment request reaches the portal once you confirm it.

See Portals.

A form stopped taking submissions

A Public or Invited App takes up to 500 new records a day. Past that, it tells visitors to try again tomorrow, and it takes submissions again the next day.

A Mailhook isn't firing

Confirm the address is active in Settings → Mailhooks, and that any Only from / Never from / Subject contains filters on the trigger actually match the mail you're sending. Mail to a deleted or mistyped address is silently ignored, not bounced — double-check the exact address.

The Companion extension shows as offline

Open Settings → Browser Devices and confirm your browser is listed. If it shows offline, sign in to the Cheqq web app again in the same browser — pairing re-syncs automatically and doesn't need a separate code. If the device is no longer one you use, remove it from the same page.

A message asking you to wake the machine means the opposite problem: the extension is installed and paired, but the computer it lives on is asleep. Nothing needs reinstalling — open that machine.

The document editor won't let me close without saving

Unsaved · backed up in the save status means your edits are captured in version history, not that the live document has your changes. Select Save (or Cmd/Ctrl+S), or choose Save & close when Cheqq asks about unsaved changes. Pressing Back with unsaved changes asks the same question before the editor closes.

A page or workspace looks stale

Navigate away and back once to refresh the current view. If the issue continues, preserve the error text and the action that produced it before contacting Support.