onboarding · auth · billing
Quickstart: from account creation to first model response
Register, verify email, add billing on Free tier, generate API key, and run your first completion.
Open guideHelp center
Troubleshoot faster.
Ship without blockers.
End-to-end support resources for onboarding, auth, billing, API integration, model routing, team collaboration, and production incidents.
Platform status: Operational
Knowledge base
6 resource(s) found
login · 2fa · security
Authentication and security
Password policy, MFA setup, session management, email verification, and secure account recovery.
Open guideapi · integration · headers
API integration guide
Token auth vs API keys, endpoint scope, request formatting, streaming, and error handling patterns.
Open guidebilling · quota · usage
Billing and usage controls
Plan limits, token accounting, billing-required access rules, and invoice-friendly usage exports.
Open guidemodels · provider · router
Models and provider routing
How model access is resolved by plan and user settings, and why a model can be unavailable.
Open guideteam · workspace · invites
Team and collaboration
Workspaces, invites, roles, membership lifecycle, and collaboration notification preferences.
Open guideComprehensive troubleshooting runbooks
Follow these diagnostic sequences in order. Each runbook includes checks, fixes, and escalation criteria.
Incident runbook
Cannot sign in
Login fails with invalid credentials, unverified email, or 2FA mismatch.
Checks
- Confirm email/password are correct and keyboard layout/caps lock are not causing mismatch.
- If error is email_not_verified, complete email verification from your inbox or request another link.
- If 2FA is enabled, ensure device time is synced and code is from the active authenticator profile.
- Check account lockout message after repeated failed attempts and wait for lock duration to expire.
Fix steps
- Use password reset flow if credentials are uncertain.
- Request email verification again from login/register pages.
- From Settings > Security, disable/reconfigure 2FA if codes are permanently out of sync.
Escalation
If login is still blocked, contact support with the time of attempts and any request IDs.
Incident runbook
Billing required before model access
Requests fail with billing_required or playground appears inaccessible.
Checks
- Confirm current plan and billing status in Dashboard > Billing.
- For Free tier, billing profile must be configured before model endpoints are usable.
- Verify API controls in Settings > API controls are enabled and at least one model is allowed.
Fix steps
- Add/update billing profile and retry request.
- Re-enable API/model access in settings if previously disabled.
- Use an allowed model from /v1/models if current model is not permitted.
Escalation
Share the failing endpoint, model name, and request ID with support.
Incident runbook
Model not available
API returns model_not_available or deployment not found style failures.
Checks
- Call GET /v1/models to fetch models available for your principal.
- Verify selected model is in your plan and also enabled in API controls.
- If using API key, ensure key scopes permit the target endpoint.
Fix steps
- Switch to an available model from /v1/models.
- Upgrade plan if needed for higher-tier models.
- Update provider/deployment configuration if this is a backend admin environment issue.
Escalation
Attach full sanitized error payload and timestamp if problem persists.
Incident runbook
Streaming response fails
SSE stream stops early or UI shows stream error.
Checks
- Confirm request uses stream=true and valid model payload.
- Inspect browser network tab for partial SSE frames and backend response code.
- Check Dashboard > Logs for matching request_id and provider status.
Fix steps
- Retry with non-stream request to isolate whether failure is stream transport or model run.
- Reduce prompt size and max tokens for large payload issues.
- Ensure network proxies are not buffering or terminating long-lived connections.
Escalation
Share request_id and whether non-stream request succeeds for same payload.
Incident runbook
Google OAuth issues
OAuth fails with redirect mismatch or invalid request.
Checks
- Ensure exact redirect URI matches backend callback URI configured in Google console.
- Check hostname consistency: localhost vs 127.0.0.1 are different.
- Verify no trailing slash mismatch in callback URI.
Fix steps
- Set authorized redirect URI to backend callback exactly.
- Re-initiate sign-in after config update.
- Use email/password flow as fallback until OAuth config is finalized.
Escalation
Provide OAuth error screen details and backend callback URL to support.
Incident runbook
Team data not loading
Team page shows unable to load team data or invite flows fail.
Checks
- Verify authenticated session is active and not revoked.
- Confirm workspace ownership/role has permission for invite and membership actions.
- Check invitation token validity and expiration window.
Fix steps
- Refresh session and retry.
- Resend invitation to regenerate token.
- Adjust role from owner/admin as required.
Escalation
Send workspace ID, invite email, and timestamp to support.
Contact support
Send a structured ticket directly to our admin support queue.
Escalation checklist
- Include exact error message and endpoint path.
- Add request ID from logs/runs when available.
- Mention whether issue is always reproducible or intermittent.
- Share plan, model name, and approximate timestamp with timezone.
Frequently asked questions
Need deeper platform docs?
REST API
Endpoint reference, request formats, auth models, and code examples.
Security
MFA, session controls, account hardening, and trust posture.
Runs and logs
Observe execution traces, diagnostics, and incident debugging signals.
Team
Workspace members, invites, roles, and collaboration flows.
Billing
Plan, quota, daily token usage, and payment profile management.
Playground
Run chat requests, stream output, and verify model behavior quickly.