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Troubleshooting

Start with the symptom. Most issues are access, project selection, or a missing approval, not a broken host.

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A page or action works for me but not for a customer

  1. Confirm you are in the right project.
  2. Preview as that role (do not test only as owner/admin).
  3. Open App Blueprint → Access for that role; fix Roles, page roles, tool roles, or model access.
  4. Remember: hiding a nav item does not revoke page access, and a visible nav link still fails if the page excludes the role.
See Roles and access control and Reviewing app access.

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An agent cannot complete an action

  • The end user’s role must be allowed on that action.
  • In Chat mode the capability must already exist; switch to Build to add it.
  • Narrower agent runs only get what you configured for them; they cannot invent new capabilities mid-flight.

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An automation did not run

  • Confirm it is enabled and the schedule is what you expect.
  • Open project Executions for errors.
  • Check that the automation’s actions are allowed to run in that project context.

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An event follow-up failed

  • Follow-ups should be safe to retry; the original action may have succeeded.
  • Read the error in Executions or logs, fix the follow-up, and re-trigger if needed.
  • Do not assume chat will “remember” to do the follow-up next time.

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A background job is stuck

  • Open Executions for status and errors.
  • Confirm results write to tables or project files as the job progresses.
  • For huge imports, prefer smaller batches over one unbounded job. Run the import in the background (not the two-minute Chat timeout). If a run times out, is cancelled, the sandbox has to stop it, or the worker process exits, Import history and Executions mark that job as failed so it does not stay Running. Lines the import already printed still show on the Executions row. Start the same import again only after that row shows an error or success.

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OAuth disconnected or scopes wrong

  • After changing scopes, users must Connect again.
  • Confirm the OAuth Redirect URL from App Settings → Connections → Integrations matches the provider console.
  • Never paste access tokens into chat.
See Connected accounts.

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Webhook or inbound route rejected

  • Open routes require a bearer token or signed webhook. Open endpoints with no secret are not available.
  • Verify the secret or signing configuration on both sides.

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Invite not received / portal login stuck

  • Check End-Users for the invite status and role.
  • Ask the user to check spam; confirm the email spelling.
  • Invite links last 7 days by default and never more than 30 days. If the invite shows Expired, use Resend.
  • Self-registered users must open the verification email before they can sign in. On the login page they can use Resend verification email. Invited users skip that step.
  • If a project does not allow public join, the login page still shows a generic Sign in to your account form. Members can sign in there; guests need an invite link.
  • If the UI cannot unblock it, email support@genieforge.ai with the app name and what you saw.

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Custom domain not verifying or SSL pending

  • CNAME and TXT must match Project Settings → Custom Domains.
  • At Namecheap, GoDaddy, and similar registrars, enter only the Host prefix (for example _genieforge-verify.app), not the full name. Providers that append your root domain will create the wrong record if you paste the FQDN.
  • Subdomains only for now (not apex yourcompany.com).
  • Project must be public for visitors on the custom domain.
  • Use Refresh while SSL is pending; contact support if you get a platform configuration error.
See Custom domains.

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Form rejects input or public intake fails

  • Format fields (email, phone, URL, date, UUID) must be valid, not only non-empty.
  • Public intake needs a dedicated submit action (not a direct create into a table), and is unavailable on HIPAA-enabled apps.
  • If the form says it has expired, or the guest hit Back, they should open the original link or QR again (the fill-in page is short-lived).
See Forms.

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Preview differs from what customers see

  • Preview as the same role and project.
  • Custom domains and registration settings only apply to the live portal path.
  • Collaborator (builder) login is not the end-user portal.

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Build used far more credits than expected

  • Check Credit Usage: Build vs Chat, active build time, spend by person.
  • Prefer smaller iterations; avoid rebuilding working surfaces.
  • Move bulk work off the interactive Build loop.
See Controlling credits.

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The AI changed something you did not want

  • Use sidebar Publish to roll back the blueprint.
  • Capture hard constraints in Build Rules and Documentation.
  • Prefer plan approval before large changes; use Fork chat to explore alternatives.

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Still stuck

Email support@genieforge.ai with app name, project, role, what you tried, and any error text. Privacy requests go to privacy@genieforge.ai.