Troubleshooting

Most problems in Zoe come down to one of four things: who you signed in as, whether your organization has a workspace, whether a system is connected, or how current the underlying data is. Work through the section that matches what you see on screen.

You cannot sign in

1. Confirm you are using your Microsoft work account, not a personal Microsoft account. Zoe has no separate password of its own.
2. Try a private or incognito window. A stale session from a different account is the most common cause of a sign-in loop.
3. If you see Your session has expired or you don't have access to this workspace. Please sign in again, sign out from the menu behind your initial at the top right, then sign in again.
4. If your organization requires multi-factor authentication, complete it on the device your organization expects — a pending approval on a phone you do not have will stall the sign-in silently.
5. If sign-in fails before you ever reach AINOW, the problem is on your organization's identity side; your IT team owns that.

No organization found

If you land on an error rather than the assistant, read the wording — it identifies the cause.

• We couldn't find your organization's workspace — the address is wrong, or your organization does not have an AINOW workspace on this environment. Check the link you used.
• You don't have access to this organization's workspace. Ask an administrator to add you — the workspace exists, but you are not a member yet. An administrator adds you in the Customer Portal.
• Your workspace is being updated. Please try again in a few minutes — a maintenance window. Wait and retry.
• No AI model has been configured for your organization yet — setup is incomplete; your administrator finishes it in the Customer Portal.

If you belong to more than one organization, you may simply be signed in with the wrong account. Sign out and sign in again with the account for the organization you want — see Getting started.

Zoe cannot reach a system

• Connect your account to continue, with a Connect button. Some systems act as you, so they need your own credentials once. Select the button and complete the consent window. If nothing opens, your browser blocked the popup — Zoe shows Your browser blocked the consent window with an Open the consent page link that works without a popup.
• This action isn't available for this integration — the connected system does not offer that capability. Nothing you can change from the chat.
• This feature isn't included in your organization's plan — the module is not enabled. Ask your administrator.
• Your organization's AI usage allowance has been reached for this period — usage is capped for the billing period; an administrator can raise the limit. You may see a warning at a percentage threshold before it stops.
• We can't reach the service right now in the history rail, on Dashboards or on the Skills page — a temporary connection problem. Your data is intact and reappears once the connection is restored.

If a system was working and now is not, an administrator can check its health on the connectors page in the Customer Portal.

Answers seem out of date

Each source of an answer refreshes differently, so identify which one you are looking at:

• Records in a connected system are read live at the moment you ask. If a record looks stale, ask Zoe to check it again in a fresh message — and confirm you are looking at the right record number.
• Document repositories reflect the files as uploaded. A policy revised last week is not in Zoe until an administrator uploads the new version; the old file keeps answering until then. Check the file name in the Sources panel — it tells you exactly which document answered.
• Web results only exist if your organization has enabled web search, and are subject to a daily limit. See Web search.
• What Zoe remembers about you persists until you change it. Open the Memory page and edit or Forget anything no longer true.
• A long conversation can drift toward its earlier context. Start a New conversation for a fresh question.

An approval card reading Expired is not stale data — a draft lapses after 24 hours. Ask Zoe to prepare the change again.

How to get help

Start with your own organization's administrator: membership, plan, connected systems, guardrails, document repositories and enterprise skills are all theirs to change, and most of what looks like a fault in Zoe is a setting on that side.

When the problem is with AINOW itself, open a case in this support portal — open a support case — and include:

1. What you asked Zoe, as close to word for word as you can.
2. What you expected, and what happened instead.
3. Any message shown on screen, quoted exactly.
4. The approximate time, and the record or document involved.

An administrator of your organization can also attach evidence from the Explain panel or the audit replay, which usually shortens the investigation considerably.