Looking for quick help? This page consolidates the most common issues and their solutions. For deeper explanations, follow the “Learn more” links to detailed guides.
🔌 Setup & Connection Issues
”I connected Gmail but my worker can’t send emails”
The Problem: You connected Gmail in Tools (Level 1) but didn’t enable it for the specific worker (Level 2). Quick Fix:- Go to your worker’s settings
- Find the Tools section
- Enable Gmail for this worker
- Make sure “Send” permission is selected
- Save changes
Learn More
Understanding the two-level permission system
”Connection failed” or “Authorization error” when connecting tools
Possible Causes & Fixes:Pop-ups are blocked
Pop-ups are blocked
Enable pop-ups for Spinnable in your browser settings, then retry the connection.
Outdated browser
Outdated browser
Use a modern browser (Chrome, Firefox, Safari, or Edge latest version).
Organization security policies
Organization security policies
Your IT admin may need to approve third-party apps. Contact them with Spinnable’s security documentation.
Two-factor authentication timed out
Two-factor authentication timed out
Complete the entire authorization process within 5 minutes of starting it.
”An account with this tool and label already exists”
The Problem: You’re trying to connect (or reconnect) a tool, but Spinnable reports that a connection with that tool and label already exists — even if you don’t see an active connection in Tools. Why this happens: When a tool connection is disconnected or interrupted mid-flow, an orphaned (ghost) connection record can remain in the backend. This leftover record blocks you from creating a new connection with the same label. Self-Service Fixes:Use the Reconnect button
Instead of creating a brand-new connection, look for a Reconnect option next to the existing (possibly broken) connection in Tools (left menu bar). This re-authenticates the existing record rather than trying to create a duplicate.
Check for duplicate connections
Scroll through Tools to see if there’s already an entry for that tool — it may appear with a 🟡 Pending or 🔴 Failed status. If you find one, disconnect it first, then reconnect.
Understanding Connection Statuses
Learn about the green / yellow / red status indicators and what they mean for your workers
”Google says the app isn’t verified”
What This Means: Google shows a warning for apps still in their verification process. Solution:- Click Advanced on the warning screen
- Click Go to Spinnable (unsafe) — this is safe despite the wording
- Complete authorization normally
”My Microsoft 365 admin needs to approve the app”
What to Do:- Contact your IT administrator
- Provide Spinnable’s app information
- Request admin consent for the Spinnable integration
- Once approved, retry the connection
🤖 Worker Behavior Issues
”My worker isn’t understanding my requests”
Quick Fixes:Be more specific
Instead of “handle this,” try “read this email and draft a 2-paragraph response addressing the pricing question”
Provide context
Workers don’t automatically know your business context. Share relevant background information.
Learn More
Effective training and feedback techniques
”My worker keeps asking questions I already answered”
Possible Causes:- Different worker
- Context wasn't saved as memory
- Contradictory feedback
Workers don’t share memory. If you told Worker A something, Worker B won’t automatically know it.Fix: Provide context again, or review which worker you’re talking to.
”My worker’s tone/style isn’t what I want”
Solution: Give conversational feedback to adjust:Learn More
How workers adapt through feedback
”My worker won’t stop doing something I told them to stop”
Fix: Use explicit override language:📡 Communication Channel Issues
”Email/WhatsApp/Slack isn’t working for my worker”
The Problem: Each communication channel requires separate setup and authorization. Checklist:- Is the channel connected in Tools (left menu bar)?
- Is the channel enabled for this specific worker?
- Have you completed the full authorization flow?
- Is the connection still active (check Tools for status)?
Learn More
Complete guide to setting up communication channels
”My worker isn’t responding in Slack”
Common Fixes:- Check if the worker is in the channel: Mention them with
@WorkerNameto invite them - Verify Slack connection: Go to Tools (left menu bar) and confirm Slack shows “Connected”
- Check worker permissions: In worker settings, ensure Slack is enabled
- Test in a DM first: Send a direct message to the worker to verify basic connectivity
”My worker isn’t monitoring my corporate inbox”
The Problem: You connected Gmail or Outlook (read) to your worker, but it doesn’t detect or respond to new emails automatically. Why this happens: Connecting the read tool gives your worker the ability to read the inbox on demand, but does not make it automatically monitor for new messages. Think of it like giving someone a key to the mailbox — they still need to be told to check it. Quick Fix:- Option A: Set up a recurring scheduled task telling the worker to check the inbox at specific times (e.g., 10 AM and 4 PM daily)
- Option B: Create a forwarding filter in Gmail/Outlook that sends incoming emails to your worker’s Spinnable address for real-time handling
Full Setup Guide
Complete guide to using a corporate email with your worker
⚡ Performance & Response Issues
”My worker is taking too long to respond”
Context matters:Expected Response Times
- Simple questions: Seconds to 1-2 minutes
- Research tasks: 5-15 minutes
- Complex analysis: 15-30 minutes
- Multi-step workflows: 30+ minutes
When to Be Concerned
If simple tasks take >5 minutes or workers stop responding entirely, there may be an issue.Check system status or contact support.
”My worker says they’re working on it but never finishes”
Troubleshooting:- Check if the task is too vague: Be more specific about what you want
- Verify tool access: If the task requires tools (Gmail, Slack), make sure the worker has access
- Look for error messages: The worker may have hit a blocker and needs clarification
- Try breaking it down: Split complex tasks into smaller steps
Worker Blocked Due to Usage Limits
If your worker stops responding or shows as blocked, you’ve likely reached your plan’s usage limits.Symptoms
- Worker doesn’t respond to messages
- Tasks aren’t being completed
- You see a usage limit notification
Causes
- Reached monthly message limit for your plan
- Exceeded number of active workers allowed
- Hit API usage threshold
Solutions
- Check your usage: Go to Account → Usage to see current limits
- Upgrade your plan: Visit Account → Plans & Pricing to increase limits
- Put workers on holidays: Free up capacity by putting workers on holidays if you’re not using them
- Wait for reset: Monthly limits reset at the start of each billing cycle
Prevention
- Monitor your usage regularly in the Account section
- Set up usage alerts (if available in your plan)
- Put workers on holidays during low-activity periods
- Choose a plan that matches your typical usage patterns
👤 Account & Access Issues
”I can’t log in to Spinnable”
Quick Fixes:”I reached my plan limits”
What this means: Plan limits determine the number of active workers. Solution:- If you hit the limit: Some workers will go on holidays
- To add more workers: Upgrade your plan or put workers on holidays if you’re not using them
- Important: Firing workers is permanent and deletes all their memory/config. Use ‘On Holidays’ status instead if you might need them again.
🔧 Advanced Troubleshooting
”My worker’s memory seems incorrect or outdated”
Fix:- Go to Worker → Knowledge section
- Review saved memories and preferences
- Delete outdated or incorrect entries
- Provide fresh feedback with corrected information
”Workers are getting confused between different projects”
The issue: Your worker’s role is too broad and mixing contexts. Solution: Hire a specialist for each distinct knowledge domain. Example: Split one overloaded “Admin Assistant” into:- Email Management Specialist
- Scheduling Coordinator
- Document Processing Specialist
Learn More
When to specialize vs. expand workers
”I want to completely reset a worker”
Options:- Soft Reset (Recommended)
- Manual Reset
- Full Reset (Rare)
Method: Tell the worker conversationally to forget old preferencesExample: “Forget everything I’ve told you about email formatting and use this new approach: [new guidelines]”Pros: Quick, targeted, reversible
💬 Still Need Help?
If you didn’t find your issue here, try these resources:Check System Status
See if there are any known outages or issues
Contact Support
Get help from our team via in-app chat or email
Common Issues Quick Reference
| Issue | Most Likely Cause | Quick Fix |
|---|---|---|
| Worker can’t send email | Tool not enabled for worker | Worker Settings → Tools → Enable Gmail |
| Authorization failed | Pop-ups blocked or timeout | Enable pop-ups, retry within 5 minutes |
| ”Account already exists” error | Orphaned / ghost connection record | Use Reconnect, or disconnect then reconnect — see details above |
| Worker not understanding | Too vague, missing context | Be more specific, provide examples |
| Channel not working | Not connected or not enabled | Check both account AND worker-level setup |
| Slow responses | Complex task or normal delay | Check expected response times above |
| Workers mixing things up | Role too broad | Hire specialists for different domains |
| Memory seems wrong | Outdated saved preferences | Review/edit Worker → Knowledge section |
Most issues fall into these categories:
- Tool permissions (account-level vs. worker-level confusion)
- Communication channels not fully set up
- Workers needing more specific instructions or context
- Understanding that worker memory is a feature, not a bug