Troubleshooting

I did not get the verification email#

1. Look in spam or junk. The subject is Verify your Cadrix account.

2. Check the address you typed. The Check your inbox screen shows it in bold.

3. Choose Resend the email. It becomes available again after a short countdown.

4. If the link no longer works, it has expired (links last 24 hours). Sign up again with the same email address. If the account was never verified, Cadrix sends a fresh link.

Sign-up and resend are limited to a few attempts an hour for each address. If you see Too many attempts, wait a while and try again. If an address belongs to a company mailbox with strict filtering, ask your IT team to allow mail from Cadrix.

The verification link says it failed#

The page shows Verification Failed when the link has expired or has already been used. Use the steps above to get a new one. If it was already used, just sign in.

I cannot sign in#

• Make sure you verified your email first.
• Use Forgot password? to reset. The reset link lasts 15 minutes and works once. Ask for a new one if it expires.
• If you were invited, use the invitation link first (it lasts 24 hours). Ask the person who invited you to send it again if needed.
• An administrator can set a person's status to Inactive, which blocks sign-in. Ask your workspace owner.

I reached a plan limit#

A message such as Your Starter plan includes 5 workflows, and you have reached it means you hit the limit for that item. You can:

• Free up room: delete a workflow, remove a person, or wait for the monthly run count to reset.
• Upgrade under Govern → Plan & billing.

See When you reach a limit.

A feature or page is missing#

• Pages depend on your role. Ask a workspace owner to check your role.
• Custom roles need the Team plan or above. Single sign-on and access history are Enterprise features.
• Some pages depend on being in the right workspace. Check the workspace name at the top of the left panel.

A run failed#

1. Open Operate → Runs, filter by Error, and open the run.

2. In the Execution trace, find the step marked as failed and select it. Read the error message and its input.

3. Fix the cause, save the workflow, and choose Retry from here on that step. The original failed run stays as it was, and the retry is a new, linked run.

Common causes:

Missing or expired connection

The step cannot sign in to a service. Open Library → Connections, and re-enter the key or choose Authenticate again.

Wrong value passed in

A step received an empty or unexpected value from an earlier step. Check the previous step's output in the trace, and use Edit & Re-run to try a corrected input.

Model problem

Your model provider returned an error, for example an invalid key, a quota or a rate limit on their side. Check the provider's account.

Timeout

The run took too long. Look for a step that waits on a slow service.

See Runs and tracing for more.

A knowledge base does not give answers#

• Check its status on Virtual databases. Not upserted means documents are processed but cannot be searched yet. Run Upsert All Chunks.
• Needs refresh means a source changed. Choose Refresh and upsert again.
• If a file produced no chunks, it may be a scan. Use Vision extraction on the Pdf File loader.
• Use Retrieval Query in More Actions to test a question and see what comes back.
• On the Agent step, make sure the database is attached under Knowledge (Document Stores) and has a clear description.

See Status meanings.

My trigger does not start the workflow#

• Is the workflow Active? Triggers only run while it is. Look for the Active label next to the workflow's name, or the switch in the list.
• Was it saved after your last change? The Active switch works on the saved version.
• Check Runs. If runs appear and fail, open one. If none appear, recheck the trigger's settings, such as the schedule time and Timezone, or the mailbox connection.

The embedded chat does not load#

• Check the domain: if Allowed Domains is set, the chat only works from those domains.
• Check that the workflow is not using an API key. A workflow with a key cannot be embedded.
• Confirm the workflow id in the snippet matches the workflow.
• If the chat answers with your rate-limit message, you hit Enable Rate Limit. Raise the limit or wait.

My API call fails#

401 or 403

The key is wrong, missing from the Authorization: Bearer header, or lacks permission. A 403 with PLAN_FEATURE_LOCKED means your plan does not include that feature.

402

You reached a plan limit. The body names the resource and your plan.

429

Too many requests. Slow down and retry.

Override ignored

You must enable each property under Settings → Chat experience → Security first. See Override settings per request.

Still stuck?#

Email hello@cadrixflow.com. If it is about a run, include the run id (use Copy run id) and what you expected to happen. Never include passwords or API keys.