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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.

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🔌 Setup & Connection Issues

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”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:
  1. Go to your worker’s settings
  2. Find the Tools section
  3. Enable Gmail for this worker
  4. Make sure “Send” permission is selected
  5. Save changes

Learn More

Understanding the two-level permission system

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”Connection failed” or “Authorization error” when connecting tools

Possible Causes & Fixes:
Enable pop-ups for Spinnable in your browser settings, then retry the connection.
Use a modern browser (Chrome, Firefox, Safari, or Edge latest version).
Your IT admin may need to approve third-party apps. Contact them with Spinnable’s security documentation.
Complete the entire authorisation process within 5 minutes of starting it.

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”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:
1

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 sidebar). This re-authenticates the existing record rather than trying to create a duplicate.
2

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.
3

Disconnect and reconnect

If a stale entry exists:
  1. Click Disconnect next to the problematic tool connection
  2. Wait a few seconds for the record to clear
  3. Click Connect to set up a fresh connection
If the error persists after trying the steps above, the orphaned record may need to be cleaned up on the backend. Contact Support and mention the exact tool name, label, and the error message — our team can remove the ghost record quickly.

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”Google says the app isn’t verified”

What This Means: Google shows a warning for apps still in their verification process. Solution:
  1. Click Advanced on the warning screen
  2. Click Go to Spinnable (unsafe) — this is safe despite the wording
  3. Complete authorisation normally
Spinnable is secure and handles your data responsibly. The “unverified” label is procedural, not a security concern.

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”My Microsoft 365 admin needs to approve the app”

What to Do:
  1. Contact your IT administrator
  2. Provide Spinnable’s app information
  3. Request admin consent for the Spinnable integration
  4. Once approved, retry the connection

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🤖 Worker Behaviour Issues

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🚀 Make Your Worker Smarter & More Consistent

Most worker behaviour issues — inconsistent outputs, forgotten steps, processes that drift over time — are best solved by teaching your worker a Skill. Skills should always be your first move to make a worker more efficient, smarter, and more reliable.

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Skills: Your #1 Tool for Consistency

Skills are reusable workflows your worker saves and executes the same way every time. If your worker is repetitively doing the same process, you should always be using a skill — especially for complex, multi-step workflows. Creating a skill is simple. Tell your worker: "Hey, let's create a skill for this."

Learn About Skills

How to create and manage reusable workflows

Scheduling Tasks

Automate skill execution on a schedule

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Projects: Keep Context Across Conversations

For work that spans multiple conversations or days, ask your worker: "Create a project for [what you're working on]."

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“My worker starts a workflow but stops before finishing”

The Problem: Your worker initiates a task or multi-step workflow, but stops mid-way without completing all steps or returning a final output. Possible Causes & Fixes:
If a tool call (such as fetching a document or querying an API) returns an error, empty result, or times out, the worker pauses execution to prevent taking actions based on missing or invalid data.Fix: Check Sidebar → Tools to ensure the relevant tool connection is active (🟢 Green). Test the tool call directly or re-authenticate the connection if needed.
The worker may have read access to a tool, but lacks write/edit permissions required for a subsequent step in the workflow.Fix: Go to Worker → Tools and verify that all necessary permission checkboxes (Read, Write, Delete) are enabled for that worker.
If a step in the workflow requires decision-making without explicit rules, the worker may pause and wait for manager guidance rather than guessing.Fix: Provide the missing information in chat, or define explicit fallback instructions in the Worker Policy or Skill.
If your monthly token capacity or message quota is exhausted, in-flight runs may pause until capacity resets or you upgrade your plan tier.Fix: Check Settings > Usage to verify token capacity. If exhausted, upgrade your plan tier in Settings > Billing for immediate capacity.

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”My worker isn’t understanding my requests”

Quick Fixes:
1

Be more specific

Instead of “handle this,” try “read this email and draft a 2-paragraph response addressing the pricing question”
2

Provide context

Workers don’t automatically know your business context. Share relevant background information.
3

Give examples

Show the worker an example of what you want: “Format it like this: [example]”
4

Iterate with feedback

Workers learn from corrections. If something isn’t right, tell them what to adjust.
5

Create a Skill for recurring processes

Teach your worker a skill: “Let’s create a skill for this.” Skills lock in the process so it runs the same way every time.

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”My worker keeps asking questions I already answered”

Workers don’t share memory. If you told Worker A something, Worker B won’t automatically know it.

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📡 Communication Channel Issues

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”Email or WhatsApp isn’t working for my worker”

Checklist:
  • Is the channel connected in Tools (left sidebar)?
  • Is the channel enabled for this specific worker?
  • Have you completed the full authorisation flow?
  • Is the connection still active (check Tools for status)?

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WhatsApp: shared number temporarily unreliable

What to do:
  • Wait a few hours and try again. Temporary issues on the shared number typically resolve on their own.
  • Check system status for any known outages.
Do not attempt to reconnect, scan a QR code, or link your own phone number to resolve a temporary issue with the shared Spinnable number.

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”My worker isn’t responding in Slack”

  1. Check setup status: Confirm that your worker’s profile picture shows their face in Slack and that you received their final confirmation email.
  2. Check channel membership: Make sure the worker has been added to the channel.
  3. Always @mention the worker: Workers only process messages where they are explicitly @mentioned.

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”My worker isn’t monitoring my corporate inbox”

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. Quick Fix:
  1. Option A: Set up a recurring scheduled task telling the worker to check the inbox at specific times
  2. Option B: Create a forwarding filter in Gmail/Outlook that sends incoming emails to your worker’s Spinnable address
See Corporate Email Guide for full setup instructions.

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📁 File Upload & Attachment Issues

Spinnable runs an automated security scan on all uploaded files. If flagged, the file is blocked. Try exporting to a clean PDF or plain text file.
Chat uploads: 10 MB max per file. Website widget: 5 MB max per file. Knowledge Base / Projects: 10 MB max per file. Compress or split large files.
Security scanning service is temporarily offline. Wait a few minutes and retry. Check system status.

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⚡ Performance & Response Issues

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”My worker is taking too long to respond”

  • Simple questions: Seconds to 1-2 minutes
  • Research tasks: 5-15 minutes
  • Complex analysis / multi-step workflows: 15-30+ minutes

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💳 Worker Blocked Due to Usage Limits

If your worker stops responding, you may have reached your plan’s token capacity or active worker limits. Solutions:
  1. Go to Settings > Usage to inspect current limits
  2. Upgrade your plan at Settings > Billing for immediate capacity increase
  3. Put unused workers On Holidays to free up active worker slots

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👤 Account & Access Issues

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”I can’t log in to Spinnable” or Password Recovery Session Error

Password recovery links now establish authenticated sessions immediately upon opening. If you experience session issues:
  1. Clear browser cookies and cache
  2. Use the “Forgot Password” link to send a fresh recovery email
  3. Open the recovery link in the same browser window

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💬 Still need help?

  1. Visit status.spinnable.ai to check for active outages
  2. Review Contact Support for guidance
  3. Email support@spinnable.ai with exact error details and steps to reproduce