# Troubleshooting

> Stuck sessions, failed integrations, OAuth issues, missing credits, and the operational gotchas. If you cannot find your problem here, email support@synthboard.ai.

**Canonical URL:** https://www.synthboard.ai/docs/troubleshooting  
**Markdown source:** https://www.synthboard.ai/docs/troubleshooting.md

## Session issues

### My session is stuck mid-round
Sessions that hang past 5 minutes are automatically swept and marked failed. You get the credits back. If a specific session is stuck, you can manually cancel from the session view — credits used so far are debited; remaining credits are refunded.

If sessions hang repeatedly, the underlying provider may be degraded. Check status.synthboard.ai or the provider's own status page.

### My session ended early
Most likely cause: insufficient credits to complete the planned rounds. The board completes the rounds it can afford and synthesizes. You can top up and continue from where it stopped.

### The synthesis quality is low
Three common causes:
1. **Context too thin.** Add more background — decision constraints, what you have already considered, what is at stake.
2. **Wrong mode.** Lightning Round produces sharp-but-shallow takes. For real strategic decisions, use The Boardroom, Deep Dive, or Shark Tank.
3. **Wrong Synth lineup.** Mismatched Synths produce noise. Use Smart Setup or pick Synths whose lanes align with your question.

### Session shows credits used but no output
Network or provider failure during synthesis. Refresh the session view; if still empty after 5 minutes, contact support@synthboard.ai with the session ID. We will refund credits.

## Auth issues

### Magic link does not arrive
1. Check spam/junk.
2. Verify the email matches the one on your account exactly.
3. Magic links expire in 15 minutes. Request a new one.
4. If still nothing, switch to password login or Google OAuth.

### OAuth (Google sign-in) fails
1. Make sure you allowed pop-ups for synthboard.ai.
2. If you have multiple Google accounts, sign out of all and try again.
3. Clear cookies for accounts.google.com.
4. If still failing, fall back to email + password.

### "Account locked" message
Triggered after 5 failed login attempts in 10 minutes. Wait 15 minutes and try again, or use the [reset password flow](https://www.synthboard.ai/auth/reset-password).

## Integration issues

### Integration shows "disconnected"
The OAuth token expired or was revoked at the provider. Reconnect from the Integrations page.

### Action execution fails
1. Check the integration is connected (Integrations page, green status).
2. Verify the OAuth scopes include the required permission (e.g. `gmail.send` for sending email).
3. Check the integration audit log for the specific error.
4. Some providers rate-limit certain actions per-app. Wait and retry.

### "Insufficient permissions" on a Notion / Slack action
The bot user does not have access to the channel or page. In Notion, share the page with the SynthBoard bot. In Slack, invite the bot to the channel.

## Billing issues

### Credits not delivered after payment
Paddle webhook delays can cause a 1–2 minute lag. If credits are missing after 5 minutes:
1. Refresh the dashboard.
2. Sign out and back in.
3. If still missing, email support@synthboard.ai with the Paddle order ID. We will reconcile manually.

### Charged but cancelled subscription still active
Cancellation takes effect at the end of the current cycle. You will continue to receive credits and have access until then. No proration.

### Want to change plans
Open the **Pricing** action in the sidebar, or go to [/pricing](https://www.synthboard.ai/pricing) and pick a tier. Upgrades take effect immediately and credit-prorate. Downgrades take effect at the end of the current cycle.

## MCP & API issues

### MCP server not appearing in client
1. Verify the MCP endpoint URL: `https://www.synthboard.ai/api/mcp`.
2. Restart the client (Claude Desktop, Cursor, etc.) after adding the config.
3. If using Bearer auth, verify the token is unexpired.
4. If using OAuth 2.1, the client must support it (Claude Desktop, ChatGPT do).

### API returns 401 Unauthorized
1. Verify `Authorization: Bearer ...` header is present and complete.
2. Verify environment matches (`sk_synth_live_` for production, `sk_synth_test_` for test).
3. Verify the key has not been rotated. Old keys remain valid for 24h after rotation.

### API returns 402 insufficient-credits
Your account balance is below the estimated session cost. The error response includes `topup_url`. Top up and retry.

### API returns 429 rate-limited
Exceeded per-minute rate limit. Honor the `Retry-After` header. Ultra tier limits: 60 session starts/min, 600 messages/min.

## Performance

### The dashboard loads slowly
Cookie/session corruption is the most common cause. Sign out and back in.

### Cross-session memory shows wrong context
Memory is per-user. If you signed up with two emails or have a shared device, you may be looking at the wrong account.

## Data export

### How do I export my session history?
**Profile** → **Export** in the sidebar. You get a JSON dump of all sessions, decisions, and outcomes, plus markdown of every synthesis. Available on every tier.

### How do I delete everything?
**Profile** → **Delete Account**. Hard deletion completes within 30 days.

## Still stuck?

Email support@synthboard.ai with:
- Your account email
- The session ID (if applicable)
- Steps to reproduce
- Browser + version (if web issue) or client + version (if MCP/API issue)

We typically respond within one business day.

## Related

- [FAQ](https://www.synthboard.ai/docs/faq)
- [Quickstart](https://www.synthboard.ai/docs/getting-started)
- [Security](https://www.synthboard.ai/docs/security)

## How to cite this page

> SynthBoard troubleshooting — https://www.synthboard.ai/docs/troubleshooting

Site: https://www.synthboard.ai