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Troubleshoot Aivah

Recover from common sign-in, preparation, conversation, publishing, channel, memory, Insights, and payment problems.

Who this is forAnyone using or supervising an Aivah AI employee

You will achieveIdentify the affected workspace area, try the safest supported recovery, and prepare a useful support request if the problem remains.

Before you beginReview the requirements before changing anything.

Last reviewed 10 July 2026Owner: Product EducationCurrent guide
On this page
  1. Before you begin
  2. Steps
  3. 1. Confirm the scope
  4. 2. Preserve the visible evidence
  5. 3. Try the matching recovery below
  6. 4. Confirm the result in the relevant place
  7. 5. Contact support when the problem remains
  8. Expected result
  9. Status meanings
  10. Usage credit impact
  11. Information stored or shared
  12. Limits and permanent actions
  13. Common problems and recovery
  14. Next step

This guide is for anyone who encounters a problem in Aivah. You will isolate the affected area, try one safe recovery at a time, and capture enough non-sensitive detail for support if the issue remains.

Before you begin

Record:

  • The affected AI employee and workspace area.
  • The approximate date and time.
  • What you expected and what happened instead.
  • The smallest set of steps that reproduces the issue.
  • The visible status or error text, without copying secrets.

Do not repeatedly press a launch, run, generation, or payment action while its result is still pending. Repeated attempts can create duplicate work or make the original problem harder to diagnose.

Steps

1. Confirm the scope

Check that you are in the intended account, selected the correct Agent, and chose the correct date range, conversation, share, channel, or job.

2. Preserve the visible evidence

Write down the exact screen label, visible status, and approximate time. If you take a screenshot, remove private customer information and secret values.

3. Try the matching recovery below

Change one thing at a time. Refresh only after you have recorded the current state. For work that can send a message, make a payment, or change an outside system, use a controlled test.

4. Confirm the result in the relevant place

For example, confirm employee readiness in Agents, a conversation in the Playground, a lead or call in Insights, a job in Tasks, or a plan and balance in the account menu.

5. Contact support when the problem remains

Use the official Aivah contact page or email aivah@opinionai.ai. Include the non-sensitive details listed in Contact support.

Expected result

The affected feature returns to the expected visible state, or you have a reproducible issue report with the correct employee, workspace area, approximate time, and safe evidence.

Status meanings

For employee preparation:

  • Pending or Processing means Aivah is preparing the employee or its sources. Wait and refresh later.
  • Completed means the employee is ready for private testing, not automatically ready for public use.
  • Failed means the employee or a source needs attention. Open details and use the relevant retry action.

For payments, Verifying payment means you should wait rather than repeat the purchase. Treat the purchase as complete only after verification succeeds and the plan or balance is visible.

Usage credit impact

Some recovery tests, manual runs, voice or content activity, and channel activity may use supported usage credits. This guide does not define a formula. Review the current balance and avoid unnecessary duplicate tests.

Information stored or shared

Diagnostic details can contain conversation text, lead information, call details, account email, or connected-service information. Send only the minimum needed to reproduce the problem.

Never send passwords, payment details, private connection values, pairing images, reset links, or full customer records.

Limits and permanent actions

  • Employee, generation, payment, and connection states can take time to update.
  • Some downloads include only displayed or loaded records.
  • Running or deleting scheduled work can affect outside systems immediately.
  • Conversation and account deletion are permanent in the current guidance.
  • This article does not promise recovery of deleted data, a support response time, or an outcome for a third-party service.

Common problems and recovery

ProblemWhat to try
You cannot sign inConfirm the email, reset the password, complete email verification, and try again in the same browser.
Guided setup returns to the beginningConfirm all required choices are selected and avoid choosing Launch more than once. If an employee may already exist, check Agents before retrying.
Employee remains pending or processingWait for large sources, refresh, then open details to check whether one source needs attention.
A source failedConfirm access, size, and file condition; then retry that source or upload a clean replacement.
The employee gives a wrong or unsupported answerCheck whether the answer exists in approved sources, remove conflicting material, tighten instructions, and retest privately.
The employee guessesAdd an instruction to say when information is unavailable and define the human handoff.
The wrong employee answersStart a new conversation, select the intended Agent, and retest.
A file message failsSend one supported file with a written request and wait before sending another.
The microphone does not workAllow microphone access, close other apps using it, check the selected input, and refresh the conversation.
Voice connects but no sound playsCheck speaker volume, browser sound permission, the selected voice, and other active audio sessions.
An Avatar or Character does not appearOpen Preferences, select an appearance and scene, and wait for loading to finish.
Generated content is missingCheck the Productivity gallery, AI Drive, and the source conversation. Refresh before starting a duplicate.
Studio Podcast has only one hostEnd the episode and restart after checking both Characters, voices, and response choices.
A shared link failsConfirm the share exists, the employee is ready, and the correct link was copied. Test in a private browser window.
A lead is missingConfirm the correct employee and date range in Insights → Leads, then check other pages.
WhatsApp pairing expiredRefresh the pairing image and scan the newest one from Linked Devices.
Slack does not respondConfirm the connection is active, the assistant is in the intended channel, and the private values are current.
Phone does not answerConfirm the number, provider connection details, voice, and call instructions, then make a controlled test call.
Memory search misses a resultClear filters, search by meaning, review Sessions, and check another page.
A download has fewer records than expectedCheck the current filters and page; some downloads include only displayed or loaded records.
Usage credits look low or unchangedRefresh the balance, wait for recent activity to be recorded, and review billing before purchasing again.
Payment remains on verificationDo not pay again immediately. Refresh once, check the subscription or balance, then contact support with the approximate payment time.

Next step

If the problem remains, contact support with a safe, reproducible report. For wrong answers or failed sources, continue with Manage, test, and improve an AI employee.

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