Troubleshooting¶
Symptom first, fix second. If your problem is not here, the FAQ may cover it — and if neither does, contact support.
Signing in¶
The sign-in email did not arrive. Check the spam or junk folder first — sign-in links land there occasionally. Then request the link again from the sign-in screen; asking twice is completely fine. If it still does not arrive, check you are using the exact address that was invited to the beta.
The link says it has expired, or it does not work. Sign-in links are single-use and expire after a short window. Request a fresh one and open it soon after it arrives. If you have already used a link once, that same link will not work again — this is the security working as intended.
You see "Bartimaeus is in closed beta." That screen means the address you typed is not on the invite list. During the closed beta, only listed addresses can sign in. Try the address your invite went to, or use the Join the waitlist link on that screen.
You were signed out unexpectedly. A sign-in can be ended by a security event or by signing out on another device. Sign in again with a new link. If it keeps happening, write to support with the rough times it happened (see what to include).
Your AI key¶
A key was rejected. Copy it again from your provider console and check for missing characters or an extra space. If you saved a working key before, it is still in place — nothing was replaced. Try again, or choose a different provider. Full detail: Bring your AI key.
"Saved — the provider check could not run just now." Your key was stored, but the provider could not be reached for the moment (usually a hiccup on their side, not a bad key). The check is free to repeat — try it again in a few minutes from Settings → Models.
The agent says it has no key and will not run. That is deliberate — Bartimaeus refuses to pretend to work without a model. Add or repair a key and the same request will run.
Your provider is having an outage. If your model provider is down, runs against it will fail until it returns. Your key and setup are unaffected, and you can switch models in the meantime (if the alternative runs through a different provider or the same one).
Runs¶
A run seems stuck. A working indicator is normal while the model is thinking. If a request takes more than two silent minutes, it is replaced with a plain message that something on our side is struggling. You can tap the stop button at any time — it ends the run immediately, and you can re-prompt straight away.
A run stopped by itself, or finished with an error. Some failures are the provider's (see above), some are ours. The conversation keeps an honest record of what happened; re-send the request, and if it fails the same way twice, report it with the conversation name.
You have run out of time. The Free plan includes 30 minutes of active compute a month; Premium includes a day pool across everything your agent does. When a limit is reached, the next run is refused with a notice — nothing is dropped silently. Sessions and the daily pool explains the model.
Approvals and notifications¶
No notification arrived for an approval. Notifications are per device and need permission. On a computer, allow notifications when the browser asks. On an iPhone, the app must be added to the home screen (Safari → Share → Add to Home Screen) and notifications allowed; iOS 16.4 or later. Also note: when the app is open and you are watching the conversation, no alert is sent by design — the card is right there. The conversation is also marked in your chat list while a card waits.
An approval card disappeared, or says it was already decided. If you decided on another device, the first decision counts and the card follows it everywhere. If you stopped the run, its waiting cards are cancelled with it — that is deliberate: a stopped run leaves nothing actionable behind.
You denied something by accident. No harm done — a denial only affects that action. Your agent is told it does not have that access and completes the rest of the task without it. Ask it again for what you meant to allow and approve the new card.
Apps and connections¶
A connection stopped working. Connections can expire or be revoked on the provider's side (for example, if you changed a password or removed access in your Google account). Open Settings, find the app, and reconnect — you will be walked through the provider's own sign-in again.
"This site needs you to verify." That is the browser tool being honest: the site asked for a verification step the agent must not attempt (it never fights CAPTCHAs). Open the site yourself, complete the check, and ask again — or finish that step manually.
Routines and reminders¶
A routine did not run. First check it is not paused, and that the schedule and timezone are what you expect (Routines). Note that scheduled runs are a Premium feature. During the beta, if the service is briefly unavailable at the exact scheduled minute, that occurrence may be skipped — run it manually from the routine, and the next scheduled run is unaffected.
A reminder did not arrive. Reminders are delivered as notifications, so the same device checklist as approvals applies (permission granted, home screen on iPhone). Open the app to see the reminder list directly.
Costs¶
The model bill looks unexpected. The model bill is between you and your provider — Bartimaeus adds nothing on top and never meters tokens itself. Check the usage page in your provider's console; the notes on Your model bill explain where to look and how to switch models.
Still stuck¶
Email support@bartimaeus.app with:
- the email address on your account,
- what you were doing, and the conversation or routine name,
- roughly when it happened (and your timezone),
- what you expected and what you saw.
Never send your AI key — no one at Bartimaeus will ever ask for it. See Contact support.