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Troubleshooting

Account & login​

"Invalid login credentials"​

  • Double-check your email address and password.
  • Make sure you confirmed your email — check your inbox (and spam folder) for a confirmation email from CustodianAI.
  • If you've forgotten your password, use the Forgot password link on the login page.

Stuck in a login loop / redirected back to login immediately​

  • Ensure cookies are enabled in your browser.
  • Try a different browser or disable browser extensions that block cookies.
  • Clear your browser cache and try again.

Confirmation email never arrived​

  • Check your spam or junk folder.
  • Wait up to 5 minutes — email delivery can be delayed.
  • Try signing up again with the same address; if the account exists you'll be prompted to log in.

Subscriptions & payment​

Checkout page doesn't open​

  • Make sure pop-ups are not blocked in your browser for this site.
  • Try a different browser.
  • If the issue persists, contact support.

Payment failed​

  • Check your card details are correct and your card has sufficient funds.
  • Try a different card or payment method.
  • Contact your bank if the issue continues — some banks block online subscription charges by default.

Subscribed but no API key appeared​

  • Wait a few seconds and refresh the API Keys page — key generation is automatic but may take a moment.
  • Go to the Subscriptions page to confirm your payment status shows as successful.
  • If it still doesn't appear after a minute, contact support with your account email.

API key issues​

401 Unauthorized on every request​

  • Confirm the Authorization header is formatted exactly as: Bearer YOUR_KEY (with a space after Bearer).
  • Make sure you're using the full key — copy it fresh from the API Keys page.
  • Check that your environment variable is loading correctly in your application.

403 expired​

  • Your API key has passed its expiry date.
  • Renew your subscription from the Subscriptions page to receive a new key.

403 character_limit_reached​

  • You've used all available credits on your current plan.
  • Upgrade to a higher plan from the Subscriptions page.

403 not_enough_credits​

  • The current request requires more credits than you have remaining.
  • Send a shorter text input, or upgrade your plan for more credits.

API Testing page​

Test returns 401 in the dashboard tester​

  • Make sure you've selected a valid API key from the dropdown.
  • Ensure your key is active (not expired) on the API Keys page.

Test returns an error but my code also fails​

  • If the tester and your code both fail with the same error, the issue is with the key or credits — not your code.
  • Use the error code table in Making Requests to diagnose the specific error.

Still need help?​

If your issue isn't listed here, contact support with:

  • Your account email
  • The error message or status code you're seeing
  • Approximately when the issue started