Troubleshooting and support

• Team invitation expired: ask the organisation owner or admin to revoke and resend it.
• Email does not match: team invitations are tied to one email. Ask for a corrected invitation, or select Start free to create an account of your own.
• We could not confirm that you are a person: sign-up is checked by Google reCAPTCHA. Try again in a normal browser window, allow google.com for the sign-up page if an extension blocks it, or use the contact form if it keeps happening.
• Too many accounts from your network: one network address can create five accounts an hour. Wait for the time shown, or ask a colleague to invite you to their organisation instead.
• Cannot upgrade or invite your team: confirm your email address first, with the link sent when you signed up. Select Send the link again on the banner if it has not arrived, and check spam and quarantine folders.
• Set-up is waiting for your agent: the step moves on once your agent calls UX Robot with its new connection. Make sure the app added UX Robot and that you selected Connect on UX Robot’s sign-in page, then reconnect it or start a new chat. You can also skip the step and connect the agent later on Desktop connections.
• A feature shows Pro or Enterprise: the account’s plan does not include it. Its owner can select Upgrade; a team member is told who the owner is.
• Two-factor code fails: confirm the device clock is automatic and current, try the next TOTP code, or use an unused recovery code.
• Passkey is unavailable: use password sign-in and remove the lost passkey from Security after access is restored.

When contacting support, provide your email, the organisation name, the approximate time, and the exact message shown. Never send a password, recovery code, full card number, or authenticator secret.

• No Search Console site: confirm the Google account is a verified owner or permitted user for the required property, then reconnect.
• No GA4 property: confirm the Google account can read the property and that the property belongs to the expected Analytics account.
• Wrong selection: return to Data Sources and choose the correct site or property.
• Permission or token error: select Reconnect and grant every requested read-only scope.
• GA4 report collection fails: confirm the Google Analytics Data API is enabled and the selected property has data for the analysis period.
• Reports are empty: check the date range, website tracking, filters, and whether traffic or search activity existed in that period.

After correcting a connection, reopen the editable analysis and re-get its connected reports.

• Start autopilot is disabled: wait for active evidence collection or report generation to finish, or check whether the analysis has already been approved.
• Your agent does not start: check UX Robot is connected in your AI app (it shows under Settings → Desktop connections once your agent has used it), select Get the instruction on the journey or audit, and paste it into a new chat. Your agent carries on from where it saved its place.
• Your agent asks you to approve every step: set UX Robot’s tools to Always allow in your AI app. In Claude, open Customize → Connectors → UX Robot and set Write/delete tools to Always allow. UX Robot’s tools only change your work in UX Robot and never delete anything.
• The page says your AI app needs to reload UX Robot, or your agent says it needs UX Robot’s current tools: your AI app has an older list of UX Robot’s tools than the run needs, which can happen after UX Robot adds or changes a tool. A run that has started keeps going with the list it started with, unless a change would make it fail; a new run needs the current list. The run’s Your turn window gives the steps for your app: quit Codex or the Claude app completely and open it again, or in Claude Code type /mcp and reconnect ux-robot. Then start a new chat and paste the instruction again; your agent carries on from where it saved its place. Keep the same connection: there is no need to delete it or add a new one. Agents see this as connection.status: refresh_required.
• You are not sure whether your agent is waiting for you: whenever it stops until you act, such as signing in to Clarity, doing your team’s step or allowing a browser permission, the run’s page opens a Your turn window saying what to do, in the same words your agent writes in chat, and every other page in UX Robot shows Your agent is waiting for you at the top with a link to it. Both close by themselves once your agent carries on.
• Your agent says it cannot put a local screenshot into the MCP call: it should not copy the image into MCP. It saves the observation with the capture marked pending, asks UX Robot for the one-use upload command, replaces the file placeholder with the absolute local path, and runs that binary upload in its shell. Continue only after the HTTP response confirms capture_attached: true. The task will not finish while the capture remains pending.
• The instruction does not copy: try the button again after allowing clipboard access. If the copy warning appears, select the instruction’s text and copy it yourself.
• Planning the journey test takes longer than expected: temporary AI-provider or network errors are retried automatically in the background. Do not start a second autopilot run; reopen the analysis later and continue from its saved stage.
• Evidence is ready but the report did not start: confirm GA4 reports exist, the owner has active access and an available analysis unit, then select Retry report preparation. Saved evidence is not discarded.
• Date cannot be changed: started journeys and journeys with collected reports lock their evidence period. Add a new analysis for another period.
• Report is queued or processing: leave the page open for live progress or return later. Server-side report generation continues in the background.
• Run fails: read the error callout, correct the source or evidence problem, and run again when ready. A failed report keeps the journey’s unit for the retry, and the unit is returned if the journey then stops or is abandoned.
• Stakeholder email action is disabled: approve the report, wait for the stakeholder summary to be ready, and mark at least one stakeholder to receive reports.
• Traffic looks inflated or engagement looks unusually poor: check the GA4 geography report for countries that should not be in the evidence population, then add them to Evidence scope and collect the reports again.
• Sessions dropped sharply between analyses: confirm whether a country filter was added. Excluded traffic leaves the totals from the next collection onward, which is a change in what is measured rather than a change in real visits.

• A ticket tool has no Connect button: that tool is not enabled for your workspace yet. Contact support.
• The Issues page asks you to reconnect: the tool stopped accepting UX Robot, usually because someone revoked it or the connecting account lost access. Select Reconnect and approve access again.
• A ticket was not created: check that a project, team or repository is chosen, and that the connected account can create issues there.
• An issue was not marked shipped after its ticket closed: ticket statuses are read every 15 minutes. The ticket must be moved to done.
• An alert channel says Slack or Teams no longer accepts the webhook: the webhook or workflow was deleted. Create a new one, remove the channel and add it again.
• The page timeline could not read a page: the website may block unknown bots, redirect to another website, or point to a private address. Allow the UXRobot/1.0 user agent, and check the page opens on your public website address.
• A page timeline entry shows very little text: the page is drawn by JavaScript after it loads. Spot checks and journey runs use a real browser and still see it.
• An issue stays Shipped, waiting for a check: shipping never marks an issue fixed. Create a deploy URL so each deploy queues a spot check, ask your coding agent to request one, or run the journey again. When the page timeline finds the proposed wording live, it queues one by itself. A queued spot check waits until you give its instruction to a browser agent from Spot checks waiting for a browser or the email UX Robot sends the organisation owner, or until an agent running the standing instruction on a schedule picks it up.
• A scheduled journey run was skipped: the email, the alert and the journey page say why. Approve the last run’s report, connect GA4, buy units or restore the subscription; the schedule stays on and runs on its next date. To run it sooner, select Run this journey again.
• A scheduled journey run is waiting: the evidence is collected, and the journey waits for your agent. Open the journey, select Give it to your agent and paste the instruction into a new chat.
• A deploy did not queue a spot check: the Deploys panel on the Issues page shows the last deploy UX Robot received and what it did. It checks only issues that are shipped and not already waiting, ignores failed and preview deploys, and a URL that was replaced or removed returns 404. Use the newest URL.

• Checkout returns but the account is still on Free: wait briefly and refresh Billing while Stripe confirms the webhook.
• Payment action required: use Resolve billing issue to update the payment method or complete the payment in Stripe.
• Purchased units are missing: wait for the payment webhook, then refresh Billing. Do not repeat checkout unless Stripe shows no successful payment.
• You are a team member: contact the account owner shown on Billing; only that owner can upgrade, repair the subscription or buy units.

If the problem remains, send a request from Support in UX Robot (see Ask UX Robot support); it carries your plan, organisation and the audit or journey you ask about for you. If you cannot sign in, use the contact form. Include:

• the organisation and account email;
• the page and action involved;
• the exact visible error message;
• the approximate time and timezone; and
• for Stripe problems, a non-sensitive invoice, checkout, or payment reference if available.

Do not include passwords, session cookies, two-factor secrets, recovery codes, full payment-card details, or unnecessary personal data.