Errors & troubleshooting
Understand common error messages and how to resolve them.
Authentication
| Message | Cause | Resolution |
|---|---|---|
| Invalid credentials | Wrong email or password. | Re-enter your password, or reset it. |
| Email not verified | The account has not confirmed its email. | Enter the code on the verification screen. |
| User is banned | The account has been suspended. | Contact support. |
| Invalid or expired code | The OTP is wrong or too old. | Request a new code. |
| Code already used | The OTP was already redeemed. | Request a new code. |
| Invalid captcha | The Turnstile check failed. | Reload the page and try again. |
| Too many failed attempts, please request a new code | Too many password-reset attempts. | Request a new code. |
| Two-factor authentication required / Invalid 2FA code | 2FA is enabled and the code is missing or wrong. | Enter the current 6-digit code from your authenticator. |
| Two-factor verification session expired. Please log in again. | The 2FA challenge expired. | Sign in again. |
| Session expired or invalid login attempt. Please try logging in again. | The social login callback failed. | Sign in again. |
Devices and agents
| Message | Cause | Resolution |
|---|---|---|
| User code is required | No code was entered on the register page. | Enter the device code. |
| Device code not found | The code is wrong or already used. | Use the current code from the app. |
| Device code expired | More than 30 minutes passed. | Restart the device for a new code. |
| Device authorization denied | The request was denied. | Approve the device again. |
| Agent limit reached for this organization | All agent slots are used. | Increase max_agents or delete an agent. |
| Organization has no active subscription | The subscription expired. | Renew the subscription. |
| No active organization context | No organization is selected. | Switch to an organization first. |
Team and invitations
| Message | Cause | Resolution |
|---|---|---|
| Member limit reached for this organization | All member seats are used. | Increase max_members or remove a member. |
| Invitation already exists for this email and organization | A pending invite is already sent. | Resend or cancel the existing invitation. |
| Invitation is not pending | It was already accepted or canceled. | Send a new invitation. |
| Cannot remove the last owner of the organization | The last owner cannot be removed. | Promote another member to owner first. |
Subscriptions and billing
| Message | Cause | Resolution |
|---|---|---|
| Subscriptions must have at least 1 agent | Attempted to purchase or configure a plan with 0 agents. | Set max_agents to 1 or higher. |
| Failed to save recording to cloud | Network dropped, or cloud storage is full. | Free storage with Remove from cloud, then retry. |
| Cloud save failed | The upload was interrupted. | Select Retry upload in the recording modal. |
Recording playback and streaming
| Message | Cause | Resolution |
|---|---|---|
| Data transfer limit exceeded for server streaming. Please upgrade your subscription plan. | Server streaming quota is exhausted. | Upgrade the plan or wait for the next period. |
| No active subscription found. An active subscription is required for server streaming. | The subscription expired. | Renew the subscription. |
| Station is currently offline. | The cloud cannot reach the station. | Start the desktop app. |
| Station timed out while preparing recording. | The station took too long. | Retry; check station diagnostics. |
| Recording not found. | The video was cleaned up. | Check retention settings; metadata may remain. |
| Missing or invalid stream ticket | The playback link expired. | Reopen the recording. |
| The cloud copy of this recording is unavailable. | The saved cloud clip was removed. | Delete the recording, or use the local station. |
| This recording is saved to cloud. Remove it from cloud storage before deleting it. | Evidence is in cloud storage. | Select Remove from cloud first. |
| Under dispute. It can be deleted once the dispute is resolved. | An open claim needs the evidence. | Resolve it on the Disputes page. |
Mobile companion
The phone companion is not available yet, so there are no messages to troubleshoot in this release. See Mobile companion.
Account and files
| Message | Cause | Resolution |
|---|---|---|
| Avatar size must be below 5MB | The image is too large. | Choose a smaller image. |
| Failed to start download. Please try again. | The download could not start. | Retry, or check your connection. |
| Incorrect password. Please try again. | Wrong password on a protected action. | Re-enter your password. |
Still stuck?
Include the time, the organization, and the station name when you contact support so we can find the event quickly.