Troubleshooting

Most issues can be resolved without losing your work. Start with the simple recovery steps below and stay in the same Direct chat or Heavy project whenever possible.

A response stopped or is taking too long

1. If generation is still running and you want to change direction, use the stop control.
2. In the same conversation or project, write Continue.
3. If needed, add a short direction such as “Continue from the last section and keep it under 500 words.”

Do not create a new project just because a response stopped. Continuing in the existing place preserves the useful context and is usually the fastest solution.

Continue from the last completed section.

Keep the existing structure, finish the recommendations, and list any assumptions that still need verification.

The answer is incomplete or not what I wanted

Use a follow-up instruction instead of starting again. State what is missing and what the revised result should look like.

This is too general. Keep the first two sections, but add specific examples for a small business in the UK. Put the risks in a table and remove anything not supported by the attached document.

A file was not used as expected

Check that the file is attached to the message or project. Then name the file and state the task clearly.

• Good: “Use the attached Q2-report.pdf to extract revenue, margin, and the three biggest changes.”
• Less useful: “Look at this.”

If an upload fails, confirm that the file is a supported PDF, image, TXT, or Markdown file. Try the upload again after checking your connection.

Web Search is unavailable

Web Search is available in Direct only with Auto and compatible models. Open the model selector or tools control, choose a compatible option, and enable Web Search again.

For a request that does not need current information, you can continue without web search.

I cannot send a new request

Check your remaining usage percentage in Billing. When capacity reaches 0%, new work is paused until the next monthly refresh or until you increase your plan.

Also check whether a response is still generating. Stop it first if you need to send a new instruction.

A model or tool is missing

Open Tools and check whether the capability is enabled. If it is disabled, turn it on and try your request again. Some features are only available with compatible models or account plans.

Report a bug

If an issue keeps happening, use Report a Bug from the top-right area of the app. This is the preferred support route for technical problems.

Include:

• what you were trying to do;
• the Direct chat or Heavy project step where it happened;
• what you expected;
• what actually happened;
• any error message you saw.

If you cannot use the in-app report, contact support using the support option in the app.

Important Notice

Do not include sensitive information in a bug report

Remove passwords, payment details, private keys, and confidential information unless support specifically provides a secure channel for it.