When something goes wrong on the Oliver AI platform, you will typically see an error message indicating what happened. This article explains the most common error messages and how to resolve them.
| Error Message | Cause | Solution |
|---|
| "Invalid credentials" | Incorrect email or password | Double-check your email and password. Use Forgot Password to reset if needed. |
| "Token expired" | Your login session has expired | Log out and log back in. Sessions expire after 24 hours of inactivity. |
| "Email not verified" | Account has not completed email verification | Check your inbox for the verification code and complete the verification step. Request a new code if it has expired. |
| "Must reset password" | Your admin requires a password change | Follow the on-screen prompt to set a new password before continuing. |
| Error Message | Cause | Solution |
|---|
| "Not authorized" or "Permission denied" | Your role does not have permission for this action | This feature may be restricted to managers or admins. Contact your organization admin if you believe you should have access. |
| "User not found" | The system cannot locate your account | Log out and log back in. If the issue persists, contact your administrator to verify your account exists. |
| Error Message | Cause | Solution |
|---|
| "No active subscription" or "Trial expired" | Your organization does not currently have an active trial or subscription | Contact your manager or admin to review the Subscription page. |
| "Plan allowance reached" or "Usage limit reached" | The current plan or trial allowance is not enough to complete the AI action | Ask your manager or admin to review usage and subscription options. |
| "Seat required" | Your user is not currently assigned an active seat | Ask your manager or admin to review seats and team access. |
| Error Message | Cause | Solution |
|---|
| "No products configured" | Your organization has not set up any products yet | Ask your admin to add products under the Products section before starting a practice session. |
| "Session creation failed" | A temporary server issue prevented the session from starting | Wait a moment and try again. If the error continues, ask your manager or admin to confirm plan access. |
| "AI response error" | The AI was unable to generate a response | This is usually a temporary issue. Retry the action. If it persists, try starting a new session. |
| Error Message | Cause | Solution |
|---|
| "Organization not found" | The organization ID in your account does not match any existing organization | Contact your administrator. This can occur if an organization was deleted or if there is a configuration mismatch. |
| "Team member already exists" | The user you are trying to add is already on the team | Check the team members list to confirm. If the user needs to be reassigned, remove them first and then re-add. |
| "Invitation failed" | The email invitation could not be sent | Verify the email address is valid. Try sending the invitation again. If the issue persists, the email service may be temporarily unavailable. |
| Error Message | Cause | Solution |
|---|
| "Checkout session failed" | The payment system was unable to create a payment session | Check that your payment method is valid. Try again in a few minutes. If the issue continues, contact Oliver AI support. |
| "Payment not confirmed" | The payment was initiated but not completed | Complete the payment in the checkout window. If you closed it accidentally, restart the purchase flow. |
| "Payment processing error" | A payment confirmation could not be processed | Your payment may have succeeded even if the subscription was not updated immediately. Wait a few minutes and check the Subscription page. Contact support if the plan state is not reflected. |
If you encounter an error not listed above, follow these general troubleshooting steps:
- Refresh the page -- Many transient errors resolve after a page reload.
- Clear browser cache -- Stale cached data can cause unexpected errors. Clear your cache and try again.
- Log out and log back in -- This refreshes your session.
- Try a different browser -- This helps determine if the issue is browser-specific.
- Note the error details -- Record the exact error message, the page you were on, and what action triggered the error.
- Report to your administrator -- Share the details so they can investigate or escalate to Oliver AI support.
Note: If you see an error with technical details you do not recognize, report it to your administrator so they can investigate.