> ## Documentation Index > Fetch the complete documentation index at: https://developers.workchats.com/llms.txt > Use this file to discover all available pages before exploring further. # Troubleshooting > Fix common problems when you connect or use an AI assistant with Workchats Find your problem below. If it is not here, or the fix does not work, [contact support](#get-help). ## You cannot connect to a company The consent screen tells you when you can't connect to a company: * If you are in one company, the screen says "You can't connect (the assistant) to (the company)", with the reason below it. The screen shows no **Allow** button. * If you are in more than one company, a company that you can't connect to is greyed out in the company list, with the reason. Do the step for your reason: | The reason | What to do | | - | - | | Your admin hasn't turned on AI assistants. | Ask a company admin to turn on AI assistants. See [For company admins](/mcp/admins#turn-ai-assistants-on). | | Guests can't connect AI assistants. | Only employees can connect. If you work for this company, ask your admin to make your account an employee account. | | Your account in this company is not active. | Ask your admin to activate your account. | | Your admin has blocked the assistant. The screen names the assistant. | Your company does not allow this assistant. Ask your admin which assistants you can use. | | You can't connect AI assistants in this company. | Ask your admin to check your account and the AI assistants settings. | The screen shows one reason at a time. When you fix it, another reason can show. Do the step for that reason too. If you are in more than one company, you can also pick a company that is not greyed out. ## The consent screen says the request expired The screen says "The request is invalid or has expired. Start again from the app." You have 10 minutes from the time the assistant opens the consent screen. This time includes the time you take to sign in. Go back to the assistant and connect again. Then sign in and select **Allow** within 10 minutes. ## The assistant asks you to connect again The client shows the connection as disconnected, or asks you to sign in again. The connection ended. This occurs when: * you did not use the assistant for 30 days * your company's maximum session lifetime passed * you, or a company admin, disconnected it * a company admin logged you out of all your devices * your admin turned AI assistants off, or blocked the assistant * your account stopped being an active employee * you connected the same client again through the same sign-in route. The new connection replaces the old one. * the client sent an old sign-in token again. Workchats then ends the connection, because the token may have been copied. To fix it, connect again from the client, and select **Allow** on the consent screen. If you can't connect, see [You cannot connect to a company](#you-cannot-connect-to-a-company). You do not have to sign in again each hour. The client renews its access by itself. If the client asks you to sign in many times in one day, the client may be sending old tokens again. Remove the server from the client, add it again, and contact support if the problem continues. ## The assistant can read but can't write A connection can only read when: * you added the server with the URL that ends in `/mcp/readonly` * the client asked for read access only The consent screen then says "Read-only access". A read-only connection does not list the tools that write, such as `draft_message` or `create_task`. To let the assistant write: 1. Remove the Workchats server from the client. 2. Add it again with the URL that ends in `/mcp`, for example `https://mcp.workchats.com/mcp`. 3. On the consent screen, make sure that it says "Full access", then select **Allow**. If the screen still says "Read-only access", the client asks for read access only. [Contact support](#get-help) and name the client. A tool can also be missing when the URL has `?toolsets=`. Only the tools of the named toolsets are then listed. See [Read-only URL and toolsets](/mcp/tools#read-only-url-and-toolsets). ## You work in two companies One connection belongs to one company. The assistant sees only the company that you picked on the consent screen. To use a second company, add the Workchats server again in the client under another name, for example "Workchats (Corpwise)". On the consent screen, pick the second company. To see which company a connection uses, open Workchats in that company and go to **Settings → Connected AI apps**. The list shows only the connections in the current company. ## The consent screen warns about an app on this computer The consent screen says "Workchats sends the sign-in code to an app on this computer", or to the app that opens a link such as `cursor://`. This is expected for an app on your computer, such as Claude Code, Cursor or VS Code. * If you just started the connection from that app, select **Allow**. * If you did not start a connection, select **Deny**. Someone may be trying to get access to your Workchats account. Tell your company admin. The warning depends on where the sign-in code goes, not on the name. An app on your computer can use the name of a known assistant. The screen then shows the name with "(local app)" after it, and shows the warning. For example, "Claude (local app)" is not Claude on the web. Claude on the web and ChatGPT send the sign-in code to their own websites, so they do not cause this warning. ## catch\_up is slow or stops `catch_up` reads your unread messages and @mentions. By default it reads up to 20 unread conversations and up to 10 messages in each. When you have many unread conversations, it can take longer. A `catch_up` call stops after 25 seconds. The assistant then gets the error `unavailable` with the message "This took too long. Try a narrower request." Ask the assistant for a smaller catch-up, for example: * "Catch me up on my 5 most recent unread conversations." The assistant then sets `max_conversations`. * "Catch me up on groups and channels only." The assistant then sets `include_dms` to false. * "What did I miss since 9 this morning?" The assistant then sets `since`. To read one conversation, ask for that conversation by name. The assistant then uses `read_conversation`. ## A tool returns an error | Error | What to do | | - | - | | `rate_limited` | You went over a limit: 60 tool calls a minute, or 30 drafts and sends an hour. Wait for the time in `retry_after_seconds`, then try again. See [Limits](/mcp/tools#limits). | | `unavailable` | The message says why. "This took too long" means the request was too large: ask for less. For the Filing Cabinet, the feature can be off, or the AI usage budget for the month, yours or your company's, can be used up: ask your admin. Otherwise a service failed: try again later. | | `not_found` | The item does not exist, or you can't see it. | | `conflict` | The task changed after the assistant read it. Ask the assistant to read the task again. | | `draft_changed`, `draft_not_pending` | The draft changed, or was already sent, discarded or expired. See [Drafts and the "via" label](/mcp/drafts). | All error codes are in [Conventions](/mcp/tools#conventions). ## Get help Email [support@workchats.com](mailto:support@workchats.com). Include: * the assistant you use, for example Claude or ChatGPT * the company name * the date and time of the problem, with your time zone * what you asked the assistant, and the error code or message it showed Do not send your password, a sign-in code or a token. This documentation is built and hosted on [Mintlify](https://mintlify.com), a developer documentation platform.