The agent is taking a long time. What should I do?

While a turn runs, the work steps show under the last message and the Stop button is in place. The turn runs on the server, so you can close the app: the answer stays in the chat. One step of work (a model reply or a run of tools) lasts up to 45 min: a longer step stops the turn with Failed, and the work done before it stays. Press Retry or ask the agent to split the long operation into parts.

What does Failed above the input mean?

The turn failed. The plate says why and has a Retry button. If the same error repeats, an "Occurred N times" counter appears. Copy request ID copies the turn's number: send it to support and we will find exactly that turn.

What does Waiting to send under a message mean?

The message is queued behind another one that goes first, and it will send on its own. Cancel it if you changed your mind. "Will send when the connection returns" means there is no network: the message goes out once it is back.

When something doesn't work

First look at the status page: if it shows an outage, we are already fixing it, and there is no need to repeat what you did.

Below are the messages the app shows when something goes wrong and what to do about each. Find the word from the section heading on your screen and follow the steps. If that does not help, write to us.

Three steps first

Look at the plate above the input

When a turn fails, the reason is written there, not in the feed. The plate usually carries the button that fixes it: Retry, Clear chat or a way to the setting.

Check the connection

If Reconnecting… shows above the chat list, the app lost its connection to the server. Press Retry next to it.

Ask the agent

Write "what went wrong?" in the chat. The agent answers about its own work too: which step failed and what the service replied.

The agent does not answer or seems stuck

While the agent works, its work steps appear under the last message and the send button becomes Stop. A long answer does not mean it is stuck: it may be reading a large file, waiting for a service or building a spreadsheet.

The turn runs on the server. You can close the app or switch to another chat: the answer appears in this chat when it is ready.
One step of work lasts up to 45 min. A step is a model reply or a run of tools, and a reply takes many. A longer step stops the turn with Failed, and the work done before it stays in the chat. What to do is in Failed and the Retry button below.
Waiting for the service, Waiting for the computer, Payment needed. The turn is paused: it waits for the service, your computer with the app open, or payment. Once that is in place, it continues.
The agent is waiting for you. If the chat shows a question card or an action to approve, the agent does nothing until you answer. See Approving actions.
You want to stop it. Press Stop. What is written stays, and your next message is taken as a new task.

Big work that does not fit into one reply is better handed over as a task.

The answer is gone

If The answer didn't arrive shows above the input, the turn ended with an error and has no answer. It was not stopped: press Retry on the plate.

If the answer is gone and there is no plate, write to us with a link to the chat.

Waiting to send and other labels under a message

A label under your message can tell how it is being sent. You see this most on a phone, where the connection drops more often.

Label	What it means	What to do
Waiting to send	The message is queued behind another one that goes first.	Nothing: it sends on its own. Changed your mind, press Cancel.
Will send when the connection returns	There is no network; the message is kept on the device.	Wait for the connection, it goes out on its own.
Not sent	The server did not accept the message.	Press Send again. Delete it from the "⋯" menu.
Couldn't confirm delivery	The message may have gone out, but the server did not reply.	Check whether it is already in the chat before sending again.

The app is stuck on Reconnecting…

Reconnecting… above the chat list or under the feed means the connection to the server is lost. The chat list and the labels on its rows do not update meanwhile, while the agent's work on the server goes on.

Press Retry next to it: the app tries to connect right away instead of waiting its turn.
Check the device's internet. VPNs and corporate networks sometimes cut long-lived connections: try without them.
If the label stays for several minutes, restart the app or reload the page.

A chat will not load

Failed to load and Retry. The chat did not finish loading from the server. Press Retry.
Chat unavailable. The chat does not exist or you have no access to it. This happens with a link to someone else's chat: ask its owner to share it or add you to a group chat.
Chat deleted. It was deleted. If the screen has a Restore button, the chat can be brought back.
Something went wrong. The screen did not render. Your data is safe. Press Reload; if it repeats, press Copy details and send them to us.

Failed and the Retry button

When a turn fails, a plate appears above the input: the heading Failed, the reason under it, buttons and a close cross.

Retry sends the same request again. It helps most often when the cause was a service or network glitch.
Occurred 3 times means the same refusal came several times in a row. Retrying further is pointless: read the reason and change the request or the setting.
Copy request ID copies the number of this turn. Attach it to your message to support and we will find exactly that turn.
The cross closes the plate. The turn and what the agent wrote stay in the chat.

Some refusals have no Retry, because a retry would fail the same way. The plate then shows what helps instead: for example Clear chat when the conversation got too long, or a hint to rephrase when the model declined the request.

Interrupted

Interrupted under an answer means the agent hit a limit: time, number of steps or service calls. Sometimes the reason is named next to it, for example "Interrupted: time ran out". It is not an error: what was done before the limit stays in the chat.

Press Continue under the answer or write "continue". The agent picks up where it stopped.
If the turn keeps getting interrupted, the work is too big for one reply. Split it ("first 50 orders first") or hand it over as a task.

If you pressed Stop yourself, the answer simply ends without a label.

The chat no longer fits the model's window

The conversation or the message itself does not fit into the model's window. The agent usually compacts a long conversation on its own, but when a request is too large, the turn stops with “The chat no longer fits the model's window. Clear it from the chat menu in the app: the agent starts from a clean slate and keeps what it has remembered. If the message itself is too large, send a shorter one.”

Press Clear chat on the plate or send /clear. The agent starts from a clean slate and keeps what it has remembered.
If the message itself is too large, send a shorter one and attach a big export as a file.

A service answered "no access"

If the agent writes No access to the service or "Insufficient permissions for this operation", the service closed the action with permissions. A retry will not grant them.

Permissions are granted in the service itself: to the key or to the user the connection was created under. Open the service's account and check that user's role or the key's rights.
The connection asks to be reconnected. If Integrations shows Reconnection required for the service, press Reconnect and sign in again.
The agent does not see the data. Check that the service is named in the request with @ and the right account is chosen. See Connected services.

A task failed or did not run

Open the task: its card shows the recent runs, their reports and a hint when the task is paused.

Paused with a hint. The task stopped itself: after 3 errors in a row, without a working connection, without an active plan, or because a run needs your action. Do what the hint says and press Resume.
The run failed. Read the run's report, fix the task text and press Run now to check.
One run lasts up to 60 min. A longer run is stopped and the work done is kept. Cap the volume of one run in the task text.

How to write a task that does not fail: Scheduled tasks.

Nothing arrived in Telegram

If a task report did not reach the messenger, the task card shows Not delivered and the reason in the Last delivery row.

Reason	What to do
"the bot dialog was stopped"	Open the chat with the bot and press Start or send any message. No need to reconnect the messenger.
"the bot was removed", "no right to post", "the bot has no access"	Add the bot back to the group or channel and let it post.
"chat not found", "chat not connected"	Connect the chat again under Settings → Notifications & messengers and pick it in the task.

The Telegram bot does not send or accept files over 20 MB: that is Telegram's own limit. If the bot in a group only replies with text and does not see your services, that is by design: see Group chat. Everything about bots: Telegram, MAX and other messengers.

A file does not open

Failed to load on an image or file. The file did not finish loading. Press Retry.
No preview. Video, audio, PDF and some formats may not preview in the browser. Press Download and open the file on your device.
The file will not attach. Most likely it is over the size limit or the message has too many files. All limits: Limits.
The agent sent the wrong or a broken file. Say what is wrong and ask it to rebuild the file. See Files and results.

How to report a problem

The /feedback command in the chat, email, Telegram and what to attach to a request: How to reach us.