Troubleshooting common reseller issues

One of the six registration fields was empty when you clicked Submit application. Field errors only appear after that first click, so submitting once is the way to reveal what is missing. Fill in the flagged field and submit again.

Format checks that run as you type in the business email and website fields. Correct the format and the message clears on its own.

Business email is normally read-only and pre-filled from your account. This copy appears instead when your account has no email on record, and the field becomes editable so you can type one in directly.

The backend is rejecting something the form itself did not flag. Retry with the field you think it means corrected. If the message is unreadable or does not point at anything on the form, send it to Support exactly as shown.

The backend has decided you cannot start or retake right now, and nothing in the interface says why. Wait a few minutes and check the Certification Hub again. If the button stays disabled, this is a Support case.

Your profile status is disabled or revoked. There is no self-service path back from this state.

The profile fetch failed. Click the retry action first. If it keeps failing, send Support roughly when it happened.

Expected behavior before certification, not a fault. The Master Dashboard group stays locked until you pass the quiz.

There is no self-service way to attach an existing account to your reseller ID. Send Support the client’s email and ask them to link it.

You already sent this client a link. Ask them to check spam, or wait for the existing invitation to expire before sending another.

A format check on the Client email field. Fix the address and send again.

A rate limit, not a block. Wait a few minutes, then send the invite again.

Check your status pill in the sub-navigation. If it already reads Certified reseller and you still see this, it is a Support case.

No further detail is surfaced in the interface for either state. Send Support the client’s email and the status you see.

This exact text shows both for a genuinely empty client list and for a failed fetch. There is no separate error state. Reload the page first. If you know clients exist and this persists, it is a Support case.

Hover the button for the reason. Most often the client’s workspace is still finishing setup, an Active client can still be unmanageable while that runs. Wait and check again, and escalate if it persists.

The fallback tooltip the interface shows when the backend has no specific reason to give. Wait and retry. If it never clears for one client, send Support that client’s name.

A toast that fires when session creation fails. Retry once, this is usually momentary.

The backend has not finished computing that client’s contribution yet. Hover the cell for the reason if one is given. Nothing to fix, this clears on its own.

It is decorative. No handler is wired to it anywhere in the interface. Not a bug, just search normally.

Search will not fire below three characters, and matching happens server-side above that. Type one more character.

The relationship is canceled, or was force-disconnected by an Actionist admin. Force-disconnection is not something either of you can trigger or reverse yourselves, so this is a Support case if you did not expect it.

Your session expired or was revoked. The teardown is deliberately silent, there is no toast or banner warning you first. Start a new session and carry on.

One area is locked, the session itself is fine. Click Refresh permissions in the banner in case the client just granted it. If it is still locked, ask the client to enable that toggle.

You have landed on Reseller or Projects. No permission unlocks either area from inside a delegated session, that is by design, not a missing grant. Exit the session to reach them from your own dashboard.

It fails silently by design and the banner just stays as it was. Click it again. If it never confirms, send Support the client’s name and roughly when it happened.

You have Chat History but not Prompts and Instructions. Opening an agent chat to actually work in it needs both. Ask the client to grant the second one.

The reverse gap: you have prompts and instructions but not chat history. Ask the client for that toggle.

The agent’s own tools are filtered by the same scopes as the interface. If you see this mid-conversation, the fix is a permission the client needs to grant, not a different prompt.

Every connect, reconnect, install, and disconnect control shows this in a delegated session, regardless of which permissions the client granted. Always ask the client to do it themselves, from their own account.

Expected. The panel does not render at all during a delegated session, it is absent rather than disabled. See Credentials and API keys.

All four describe a state only the client can fix, since fixing any of them means touching a credential or an authorization grant. Pass the badge text along to the client.

No connection method works for that app on this deployment yet. There is nothing to configure around it in the app today. If a client needs it, send Support the app name.

First, confirm it is enabled. Second, check Agent Studio → Runs for a row, no row means it never fired at all. Third, check where the agent runs, one on someone’s own machine stops the moment that machine sleeps. Fourth, check the time zone, a schedule fires in the zone it was stored in, not the one you are reading it from.

You cannot trigger a disabled schedule by hand either. Enable it first.

Retry once. If it keeps failing for the same schedule, send Support the schedule name and the time you tried.

Each has its own Retry button on the tile. Click it. If the same tile keeps failing to load, send Support which tile and roughly when.

Genuinely empty, unlike the Clients list above. Nothing to fix, you have no ledger rows yet.

Read whatever reason is given, it is usually specific. If the reason is empty and the message does not clear on its own, send Support the exact text.

Your payout profile has been disabled on the backend. There is no toggle for this anywhere in the interface.

A blocked commission. No reason is surfaced in the interface and there is no self-service fix, even though the backend records one internally. Send Support the row’s client and month.

The ledger filter is client-side and only counts the rows currently loaded on the page, not your true total. Not a bug, just a scoping detail worth knowing.

The pasted address does not match the expected format for USDC on Base. Check you copied the full 42-character address.

The confirmation step compares your retyped address character-by-character against the first entry. Re-paste carefully.

All three acknowledgement checkboxes need to be ticked, the address format needs to be valid, and both address fields need to match, all at once. Check each condition in turn.

Retype the pending address exactly as shown. The button enables once the two match character-for-character.

Appears on registration, invitations, and wallet operations whenever an error cannot be classified into anything more specific. Retry once, then send Support the exact screen you were on.

The no-reason fallback for a disabled View as client button. The backend has a specific reason internally, it just is not always sent to the interface.

Conflates a genuinely empty list with a failed fetch. Covered above, worth repeating here because it is the clearest example of the pattern.

Never tells you which permission would help, because none would. Reseller and Projects are locked structurally, not by a missing grant.