> ## Documentation Index
> Fetch the complete documentation index at: https://docs.spinnable.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Quick Fixes & Solutions

> Fast answers to common Spinnable issues and troubleshooting guidance

<Info>
  **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.
</Info>

## 🔌 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:**

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

<Card title="Learn More" icon="book" href="/concepts/tool-permissions">
  Understanding the two-level permission system
</Card>

***

### "Connection failed" or "Authorization error" when connecting tools

**Possible Causes & Fixes:**

<AccordionGroup>
  <Accordion title="Pop-ups are blocked">
    Enable pop-ups for Spinnable in your browser settings, then retry the connection.
  </Accordion>

  <Accordion title="Outdated browser">
    Use a modern browser (Chrome, Firefox, Safari, or Edge latest version).
  </Accordion>

  <Accordion title="Organisation security policies">
    Your IT admin may need to approve third-party apps. Contact them with Spinnable's security documentation.
  </Accordion>

  <Accordion title="Two-factor authentication timed out">
    Complete the entire authorisation process within 5 minutes of starting it.
  </Accordion>
</AccordionGroup>

***

### "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:**

<Steps>
  <Step title="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.
  </Step>

  <Step title="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.
  </Step>

  <Step title="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
  </Step>
</Steps>

<Warning>
  **If the error persists after trying the steps above**, the orphaned record may need to be cleaned up on the backend. [Contact Support](/support/contact) and mention the exact tool name, label, and the error message — our team can remove the ghost record quickly.
</Warning>

<Card title="Understanding Connection Statuses" icon="circle-dot" href="/getting-started/setting-up-tools#connection-status">
  Learn about the green / yellow / red status indicators and what they mean for your workers
</Card>

***

### "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.

***

### "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

***

## 🤖 Worker Behaviour Issues

### 🚀 Make Your Worker Smarter & More Consistent

<Info>
  **Before diving into troubleshooting**, consider whether your issue could be solved with **Skills** or **Projects** — two powerful features that make workers dramatically more reliable.
</Info>

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.

#### 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.

**Skills solve these common frustrations:**

* "My worker is not following my instructions"
* "My worker does things slightly differently every time"
* "I keep having to re-explain the same process"
* "The output quality is inconsistent"

**Creating a skill is simple.** Just tell your worker:

```plaintext theme={null}
"Hey, let's create a skill for this."
```

Your worker will guide you through the process — asking what to name it, confirming the steps, and saving it as a reusable workflow. Next time, they'll execute it exactly the same way.

**Pro tip: Combine Skills with Scheduled Tasks** for powerful, fully automated workflows. Your scheduled task can be as simple as:

```plaintext theme={null}
"Please execute the weekly report skill."
```

This gives you consistent, reliable output on a predictable schedule — no manual intervention needed.

<CardGroup cols={2}>
  <Card title="Learn About Skills" icon="bolt" href="/concepts/skills">
    How to create and manage reusable workflows
  </Card>

  <Card title="Scheduling Tasks" icon="clock" href="/guides/scheduled-tasks">
    Automate skill execution on a schedule
  </Card>
</CardGroup>

#### Projects: Keep Context Across Conversations

For work that spans multiple conversations or days — research, planning, multi-step deliverables — use **Projects** (also called Work Streams). Your worker creates a living brief that tracks what's done, what's next, and picks up exactly where you left off.

```plaintext theme={null}
"Create a project for [what you're working on]."
```

Come back days later and your worker has full context — no need to repeat yourself.

***

### "My worker isn't understanding my requests"

**Quick Fixes:**

<Steps>
  <Step title="Be more specific">
    Instead of "handle this," try "read this email and draft a 2-paragraph response addressing the pricing question"
  </Step>

  <Step title="Provide context">
    Workers don't automatically know your business context. Share relevant background information.
  </Step>

  <Step title="Give examples">
    Show the worker an example of what you want: "Format it like this: \[example]"
  </Step>

  <Step title="Iterate with feedback">
    Workers learn from corrections. If something isn't right, tell them what to adjust.
  </Step>

  <Step title="Create a Skill for recurring processes">
    If this is a task you ask for regularly, 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 — no drift, no forgotten steps.
  </Step>
</Steps>

<Card title="Learn More" icon="graduation-cap" href="/guides/training-feedback">
  Effective training and feedback techniques
</Card>

***

### "My worker does the same task slightly differently every time"

**Why this happens:** Without a skill, your worker uses their general intelligence to interpret each request fresh. Small variations in how you phrase things — or the context of the conversation — can lead to slightly different outputs.

**The Fix: Create a Skill**

Skills are the definitive solution for this. When you save a process as a skill, your worker executes the exact same steps every time — no interpretation, no drift.

<Steps>
  <Step title="Do the task together once">
    Walk through the process with your worker until the output is exactly what you want.
  </Step>

  <Step title="Save it as a skill">
    Tell your worker: "Save this as a skill" or "Let's create a skill for this."
  </Step>

  <Step title="Use the skill going forward">
    Next time, just say: "Run the \[skill name]" or simply describe the task — your worker will recognise it and use the skill automatically.
  </Step>
</Steps>

<Tip>
  **The more complex the process, the more you need a skill.** Simple tasks might be fine with general instructions, but anything with multiple steps, specific formatting, or quality requirements should be a skill.
</Tip>

<Card title="Learn About Skills" icon="bolt" href="/concepts/skills">
  How to create and manage reusable workflows
</Card>

***

### "My worker keeps asking questions I already answered"

**Possible Causes:**

<Tabs>
  <Tab title="Different worker">
    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.
  </Tab>

  <Tab title="Context wasn't saved as memory">
    Some casual conversation doesn't get saved as long-term memory.

    **Fix:** Frame important preferences clearly: "Going forward, always \[do X]"
  </Tab>

  <Tab title="Contradictory feedback">
    If you've given conflicting instructions over time, the worker may be confused.

    **Fix:** Go to Worker → Knowledge section and review/clean up saved memories.
  </Tab>
</Tabs>

***

### "My worker's tone/style isn't what I want"

**Solution:** Give conversational feedback to adjust — this is a self-serve fix that doesn't need support involvement:

<CodeGroup>
  ```plaintext Make it more formal theme={null}
  "Please be more professional and formal in your tone, 
  especially when writing to clients or executives."
  ```

  ```plaintext Make it more casual theme={null}
  "You're too formal. Write like you're talking to a colleague, 
  not writing a legal document. Use 'Hey' not 'Dear.'"
  ```

  ```plaintext Specific style guidance theme={null}
  "Match the tone in this example: [paste example]. 
  Use this style for all future communications."
  ```
</CodeGroup>

<Card title="Learn More" icon="brain" href="/concepts/how-workers-learn">
  How workers adapt through feedback
</Card>

***

### "My worker won't stop doing something I told them to stop"

**Fix:** Use explicit override language:

```plaintext theme={null}
"Forget what I said about [old behavior]. 
From now on, do [new behavior] instead."
```

Or manually edit the worker's Knowledge section to remove the outdated memory.

***

## 📡 Communication Channel Issues

### "Email/WhatsApp/Slack isn't working for my worker"

**The Problem:** Each communication channel requires separate setup and authorisation.

**Checklist:**

* [ ] Is the channel connected in **Tools** (left menu bar)?
* [ ] Is the channel enabled for this specific worker?
* [ ] Have you completed the full authorisation flow?
* [ ] Is the connection still active (check **Tools** for status)?

<Card title="Learn More" icon="plug" href="/getting-started/setting-up-tools">
  Complete guide to setting up communication channels
</Card>

***

<h3 id="whatsapp-shared-number-temporarily-unreliable">
  WhatsApp: shared number temporarily unreliable
</h3>

**What this means:** The Spinnable-managed WhatsApp number is a shared platform number maintained by Spinnable. Like any external messaging platform, it can occasionally experience brief interruptions.

**What to do:**

* **Wait a few hours and try again.** Temporary issues on the shared number typically resolve on their own.
* Check [system status](https://status.spinnable.ai) for any known outages.

**What NOT to do:**

<Warning>
  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. Those actions belong to the **Custom WhatsApp Number** feature — a separate, optional setup for giving a worker their own dedicated number. They will not fix a temporary outage on the shared number and may cause unintended side effects.

  Only follow the [Custom WhatsApp Number](/guides/custom-whatsapp-number) guide if you intentionally want a worker to have a dedicated, personal WhatsApp number — not as a response to a temporary issue.
</Warning>

***

### "My worker isn't responding in Slack"

**Common Fixes:**

1. **Check if the worker is in the channel:** Mention them with `@WorkerName` to invite them
2. **Verify Slack connection:** Go to **Tools** (left menu bar) and confirm Slack shows "Connected"
3. **Check worker permissions:** In worker settings, ensure Slack is enabled
4. **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:**

1. **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)
2. **Option B:** Create a **forwarding filter** in Gmail/Outlook that sends incoming emails to your worker's Spinnable address for real-time handling

<Card title="Full Setup Guide" icon="building" href="/guides/corporate-email">
  Complete guide to using a corporate email with your worker
</Card>

***

## ⚡ Performance & Response Issues

### "My worker is taking too long to respond"

**Context matters:**

<CardGroup cols={2}>
  <Card title="Expected Response Times" icon="clock">
    * **Simple questions:** Seconds to 1-2 minutes
    * **Research tasks:** 5-15 minutes
    * **Complex analysis:** 15-30 minutes
    * **Multi-step workflows:** 30+ minutes
  </Card>

  <Card title="When to Be Concerned" icon="triangle-exclamation">
    If simple tasks consistently take longer than 5 minutes, or a worker stops responding entirely and does not recover, that may indicate a platform issue worth reporting. Check [system status](https://status.spinnable.ai) first.
  </Card>
</CardGroup>

***

### "My worker says they're working on it but never finishes"

**Troubleshooting:**

1. **Check if the task is too vague:** Be more specific about what you want
2. **Verify tool access:** If the task requires tools (Gmail, Slack), make sure the worker has access
3. **Look for error messages:** The worker may have hit a blocker and needs clarification
4. **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

1. **Check your usage**: Go to Account → Usage to see current limits
2. **Upgrade your plan**: Visit Account → Plans & Pricing to increase limits
3. **Put workers on holidays**: Free up capacity by putting workers on holidays if you're not using them
4. **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

See [Usage Limits](/account/usage-limits) for detailed information about plan limits and monitoring.

***

## 👤 Account & Access Issues

### "I can't log in to Spinnable"

**Quick Fixes:**

<Steps>
  <Step title="Check your email">
    Look for a login link or verification email from Spinnable
  </Step>

  <Step title="Try password reset">
    Use the "Forgot Password" flow if you set a password
  </Step>

  <Step title="Clear browser data">
    Sometimes cached data causes login issues. Clear cookies and try again.
  </Step>

  <Step title="Try a different browser">
    Rule out browser-specific issues by testing in Chrome, Firefox, or Safari
  </Step>
</Steps>

***

### "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.

<Warning>
  **Firing vs. On Holidays:**

  * **Firing:** Permanent deletion of worker memory and configuration
  * **On Holidays:** Temporarily pausing a worker (reversible)

  Unless you're absolutely sure, choose On Holidays.
</Warning>

***

## 🔧 Advanced Troubleshooting

### "My worker's memory seems incorrect or outdated"

**Fix:**

1. Go to **Worker → Knowledge section**
2. Review saved memories and preferences
3. Delete outdated or incorrect entries
4. Provide fresh feedback with corrected information

You can tell workers to "forget old feedback and use this instead" conversationally as well.

***

### "Workers are getting confused between different projects"

**The issue:** Your worker's role is too broad and mixing contexts.

**Solutions:**

<Tabs>
  <Tab title="Use Projects (Recommended)">
    If the confusion is about losing context between different ongoing tasks, use **Projects**. Ask your worker to create a project for each distinct workstream — they'll track context, progress, and next steps separately.

    ```plaintext theme={null}
    "Create a project for the website redesign."
    "Create a project for the Q2 hiring plan."
    ```

    Your worker keeps each project's context separate and picks up where you left off.
  </Tab>

  <Tab title="Hire Specialists">
    If the confusion is about the worker's role being too broad, hire a specialist for each distinct knowledge domain.

    **Example:** Split one overloaded "Admin Assistant" into:

    * Email Management Specialist
    * Scheduling Coordinator
    * Document Processing Specialist
  </Tab>
</Tabs>

<Card title="Learn More" icon="users" href="/concepts/managing-workforce">
  When to specialise vs. expand workers
</Card>

***

### "I want to completely reset a worker"

**Options:**

<Tabs>
  <Tab title="Soft Reset (Recommended)">
    **Method:** Tell the worker conversationally to forget old preferences

    **Example:** "Forget everything I've told you about email formatting and use this new approach: \[new guidelines]"

    **Pros:** Quick, targeted, reversible
  </Tab>

  <Tab title="Manual Reset">
    **Method:** Go to Worker → Knowledge and manually delete saved memories

    **Pros:** Surgical control over what gets removed
  </Tab>

  <Tab title="Full Reset (Rare)">
    **Method:** Fire the worker and hire a new one with a fresh start

    **Cons:** Permanent deletion of all memory and configuration. Only use this as a last resort.
  </Tab>
</Tabs>

***

## 💬 Still need help?

If you've worked through the relevant sections above and still can't resolve the issue, here's what to do:

<Steps>
  <Step title="Check system status">
    Visit [status.spinnable.ai](https://status.spinnable.ai) to rule out a known outage.
  </Step>

  <Step title="Review the support contact guide">
    Read the [Contact Support](/support/contact) page. It explains what qualifies as urgent, the structured email template to use, and the one-issue-one-thread policy that keeps response times fast.
  </Step>

  <Step title="Send a structured email">
    Email [support@spinnable.ai](mailto:support@spinnable.ai) using the template in the contact guide. Include your account email, worker names, what happened, steps to reproduce, and what you've already tried.
  </Step>
</Steps>

<Info>
  For **worker performance or refinement issues** (tone, consistency, forgotten steps) — please try conversational feedback and [Skills](/concepts/skills) before contacting support. These are almost always self-serviceable.
</Info>

***

## 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                                                                                 |
| Authorisation 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](#an-account-with-this-tool-and-label-already-exists) |
| Worker not understanding          | Too vague, missing context         | Be more specific, provide examples                                                                                     |
| Worker inconsistent               | No skill saved                     | [Create a skill](#-make-your-worker-smarter--more-consistent)                                                          |
| 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 or no projects      | Use Projects or hire specialists                                                                                       |
| Memory seems wrong                | Outdated saved preferences         | Review/edit Worker → Knowledge section                                                                                 |
| Shared WhatsApp number unreliable | Temporary platform issue           | Wait a few hours and try again — do NOT reconnect or link a custom number                                              |
| Tone or style off                 | No conversational feedback given   | [Give direct feedback](/guides/training-feedback) — no support ticket needed                                           |

***

<Check>
  **Most issues fall into these categories:**

  1. **Missing a Skill** — If your worker does something repeatedly, save it as a skill
  2. Tool permissions (account-level vs. worker-level confusion)
  3. Communication channels not fully set up
  4. Workers needing more specific instructions or context
  5. Understanding that worker memory is a feature, not a bug
</Check>