TROUBLESHOOTING · HELP

Get help with a specific problem

A short description of what failed helps us find the right place to look. Start with the page, action, and exact error you saw.

Check the relevant guide first

• A persona does not run: provider access, pause state, quotas, and billing.
• An integration or tool fails: saved connection, persona assignment, event scope, and permissions.
• Matrix and Element: device authorization, selected conversations, and connection status.
• Billing: subscription status, payment, usage, and plan changes.

Read the error on the affected settings page before deleting or recreating anything. A replacement connection may need a different identity or fresh authorization.

Collect a small useful report

Write down the workspace, the affected persona or integration, and approximately when the problem happened. Include your time zone. Describe the last action that worked and the first one that failed.

Page: Persona Settings for Planner
Action: Sent a short message through Open Chat
Expected: Planner replies
Observed: [Exact error text]
When: [Date, time, and time zone]
Scope: [One persona or several]
Already checked: [Provider status, pause state, relevant quota notice]

For a failed run, include its identifier or link if available. A screenshot of the affected control can help. Hide unrelated messages, personal data, and secrets before sharing it.

Contact the team

Use the support control in the app or open the PersonaStack contact page. Send the report from your registered account address when the team needs to identify your account.

Never include passwords, API keys, Matrix Security Phrases, private keys, or webhook URLs. For payment problems, an invoice reference is useful. Full card details are not.

While you investigate

Keep the error and run details available. If an automation keeps repeating unwanted work, pause the affected persona or remove the relevant schedule or wake setting after reviewing its scope.

When the problem is fixed, try one small task before restarting a whole recurring workflow. Check the result in chat, task history, or Run Logs so you know the intended work completed.

Need a hand? Contact the PersonaStack team.