Troubleshooting

This page covers the most common issues users encounter and how to resolve them.

Site Connection Issues

"Could not fetch manifest from site"

Symptoms: Adding a site fails with a manifest fetch error.

Causes and solutions:

1. Wrong URL — verify the URL is correct and includes https://.
2. No manifest — the site may not have a manifest at the standard paths (/.well-known/servio.json, /servio.json, /api/servio/manifest). Contact the site administrator.
3. SSL error — the site's SSL certificate may be invalid or expired. Goldnat does not connect to HTTP-only sites.
4. Firewall blocking — the site may block requests from Goldnat's servers. Contact the site administrator to allow incoming requests.
5. Site down — try again later if the site is temporarily unreachable.

Token shows "Expired" status

Symptoms: The vault shows the token as expired; tool calls fail.

For Bearer tokens:

1. Obtain a new token from the site.
2. Go to Sites > click the site > Update Token.
3. Paste the new token and save.

For OAuth tokens:

1. The platform should refresh automatically. If it fails, the refresh token may have expired.
2. Remove the site from the vault.
3. Re-connect via the Directory using the OAuth flow.

Tools are not appearing in chat

1. Verify the site is selected in the session settings (click Change in the session header).
2. Check that the tools are not on the session's deny list.
3. Go to Sites and confirm the token status is Active.
4. If the token is active but tools are missing, the manifest may have changed. Remove and re-add the site.

OAuth redirect fails or loops

1. Ensure third-party cookies are not blocked in your browser.
2. Try using a different browser or incognito mode.
3. Clear your browser cookies for goldnat.ai.
4. The site's OAuth configuration may be incorrect — contact the site administrator.

Credit Issues

"No Credits" error when sending a message

Cause: Your credit balance is zero.

Solutions:

1. Go to Billing > Buy Credits and purchase a package.
2. Enable Auto Top-up to prevent future occurrences.
3. If you have a BYOK key, ensure it is active in Settings > API Key.

Credits not showing after purchase

1. Refresh the page (Ctrl+R / Cmd+R).
2. Check Billing > Transaction History — the purchase should appear with status "Completed."
3. If the transaction shows "Pending," wait a few minutes for Stripe to process.
4. If the transaction is not listed, the payment may have failed. Check your card statement.

Credit balance seems to decrease too fast

1. Check Analytics to see per-model credit usage.
2. Review active scheduled agents — they consume credits on each run.
3. Long conversations cost more per message because previous messages are included as input tokens.
4. Switch to a cheaper model for simple tasks (Claude Haiku 4.5).

Agent Issues

Agent stuck in "Pending" status

Cause: The agent worker process may be busy or down.

Solutions:

1. Wait a few minutes — runs are queued and processed sequentially.
2. If the run has been pending for more than 10 minutes, cancel it and try again.
3. This may indicate a platform-side issue. Check status.goldnat.ai for outage reports.

Agent run shows "Failed" status

1. Go to the run detail page.
2. Examine the timeline — find the step with type "Error."
3. Common errors:
   • Site unreachable — the external site returned an error or timed out. Check the site's status.
   • Token expired — update the token in the vault.
   • Model error — the AI provider returned an error. Try a different model.
   • No credits — the run was blocked due to insufficient balance.

Agent produces unexpected results

1. Review the run timeline step by step.
2. Check which tools were called and what parameters were sent.
3. Refine the system prompt:
   • Be more specific about what to do and what not to do.
   • Add examples of expected behavior.
   • Reduce ambiguity.
4. Test with a manual run after prompt changes.

Scheduled agent is not running

1. Verify the agent's Active toggle is on.
2. Check the schedule — confirm the cron expression is correct.
3. Ensure you are on the Harness plan or higher (scheduling requires it).
4. Check the runs list — the agent may have run but failed silently.

Chat Issues

Streaming response stops mid-sentence

Possible causes:

1. Network interruption — refresh the page and check if the response was saved.
2. 90-second timeout — the AI took too long to respond. Try a simpler prompt or a faster model.
3. Browser tab suspended — some browsers suspend background tabs. Keep the tab active during streaming.

"Session expired" error

The chat session has expired. Click New Session to create a fresh one. Your conversation history is preserved — you can continue from where you left off.

Tool call shows an error

1. Check the error message in the tool result block.
2. Common causes:
   • Rate limited — you are sending too many tool calls too fast. Wait and retry.
   • Site error — the external site returned a 4xx or 5xx error. The site may be down or the endpoint may have changed.
   • Permission denied — your token may not have sufficient permissions for this operation on the site.

Payment Issues

"No payment method" error

Add a card on the Billing page before purchasing credits or enabling auto top-up.

Payment declined

1. Verify your card details are correct.
2. Ensure the card has sufficient funds.
3. Contact your card issuer — they may be blocking the charge.
4. Try a different card.

Subscription shows "Past Due"

Your payment failed. Update your payment method within 7 days to avoid being downgraded to Free:

1. Go to Billing > Payment Method.
2. Add a new card or update the existing one.
3. The system will retry the charge automatically.

General Issues

Page shows a loading spinner indefinitely

1. Refresh the page.
2. Clear browser cache and cookies for goldnat.ai.
3. Try a different browser.
4. Check your internet connection.

Changes not saving

1. Look for error notifications (red toasts) at the top of the page.
2. Check browser console (F12 > Console) for errors.
3. Try refreshing and re-applying the change.

Need more help?

Contact support@goldnat.ai with:

• Your account email
• The action you were trying to perform
• Any error messages you received
• Browser and device information