Troubleshooting and support

Find what you're seeing below, then follow the fix. If nothing matches, get help.

Chat errors

Chat errors appear as a banner at the bottom of the conversation.

"Your hosted wallet has insufficient funds"

The hosted wallet, which pays for Slashspace's hosted models (including Auto) and hosted tools such as image generation, is empty. Your plan is unchanged. Either:

• Click Add funds to top up on your account page. See Plans and billing.
• Switch to a model that doesn't use the wallet: your own API key, Claude Code, Codex, Cursor or Ollama. See Choosing a model.

Generated images show this as Out of usage balance. During the free trial you see Upgrade instead of Add funds; switching models still works.

"Your trial has ended" and other plan messages

A banner with Upgrade, such as "Your trial has ended. Your canvases are still here. Subscribe to keep using Slashspace.", means your plan doesn't cover the request. Click Upgrade for options. If you've already paid, click Refresh account in Settings > Account.

"Sign in to Slashspace to use chat."

Your session ended (you may also see a Session expired banner). In Settings > Account, click Sign out, then sign in again.

A red error with Retry

Click Retry: brief outages and rate limits are common. If it keeps failing, try another model to see whether one provider is down. For "No API key found for provider" or an invalid-key error, add or replace the key in API providers.

"Missing slash command reference"

A skill or prompt chip points to a file that was moved, renamed or deleted. Remove the chip and pick it again from the / menu. If the error persists, the chip is in an earlier message: put the file back. See Slash commands.

Sign-in problems

The browser signed in, but the app didn't

On the browser page, click Open Slashspace. If nothing happens, click Copy login token there, then in the app click Paste login token, paste, and click Continue sign-in.

"Sign-in session expired or invalid. Please try again." means the token came from an older attempt. Click Sign in again and use the newest browser tab.

"All your device slots are in use"

Click Remove a device in account settings, then sign in again. Remove an old computer on the page that opens, then sign in. Details: Account and devices.

"Update Slashspace to sign in"

Your version is too old for your license. Click Check for updates, or Download from the website and install over the old version. Reinstalling doesn't touch your canvases.

The plan screen appears, but you already pay

Click Already subscribed? Refresh account. If that doesn't help, click Sign out and sign in with the email you bought Slashspace with.

Sources that don't load

A Web node shows nothing

A link pasted onto the canvas waits for you: click Go in the node. A red message usually means a login wall or paywall. Copy the text into a Text node, or save the page as a PDF and add it as a Document node. More causes: Web node.

A pasted link became a Text node

Links containing #, @, ~, +, commas, parentheses or a port number (such as :8080) aren't recognized. Press W, click the canvas, and paste the link into the "Enter URL" field.

A Post node transcript shows Failed

Click Failed to read the reason, then Retry. "Active desktop access is required to fetch media transcripts" means your plan isn't active. Private posts and videos with no speech can't be transcribed. See Post node.

A document is stuck or Failed

• Failed or Timed Out: click the circular-arrow button next to the status.
• Never reaches Ready: delete the node and add the file again.
• A Word or PowerPoint file keeps failing: export it as a PDF and add that.

See Document node.

An image is blank

Slashspace only loads images inside your home folder, so files on another drive (such as D:\ on Windows) stay blank and aren't sent to chats. Copy the file into your home folder and add it again. Added images are linked, not copied, so moving or deleting the original breaks the node. Generated images can go missing after you rename or move their canvas; renaming or moving it back restores them.

Models

"Please Start / Install Ollama"

Slashspace can't reach Ollama. Start the Ollama app and reopen Settings > Ollama. If it runs on another address, click Configure, set the Hostname (default http://localhost:11434) and click Save Configuration. Models appear in the picker once you've downloaded one. See Ollama.

"Claude Code CLI not found" or "Codex CLI not found"

Install the CLI, restart Slashspace and click Re-check, or set Custom CLI path. If messages fail with a sign-in error, sign in again from a terminal. See Subscription providers.

"Could not validate the API key"

Check that you copied the whole key, that billing is set up with the provider, and that you're online. If the key is right, tick Skip API key validation and save. See API providers.

Context surprises

A chat ignores its connections

The chat is in Isolated context (its left handle stays gray). Isolated chats ignore connections, and the mode switch is hidden while any exist. To fix it:

1. Select each line coming into the chat and press Backspace or Delete.
2. Hover the left handle and click the icon to switch to Summarized context.
3. Reconnect your sources.

If only a document or video is missing, wait for its node to show Ready. See Connections and context.

A branch sees nothing from its parent

A branch copies its parent's context mode, so a branch of an isolated chat ignores its parent too. Switch the parent to Summarized context before branching, or fix the branch with the steps above. See Branching.

Shortcuts on Windows and Linux

Two canvas shortcuts are Mac only:

Mac	Windows and Linux
⌘B on the canvas (empty branch)	Double-click the node's right handle, or press Ctrl+B while typing in a chat
⌘C to copy nodes	Click Duplicate in the node's header (Duplicate Node on chats)

Redo is Ctrl+Y on Windows and Ctrl+Shift+Z on Linux. Search opens with Ctrl+K, even though its tooltip shows ⌘K. See Keyboard shortcuts.

App updates

Slashspace checks for updates when it starts. When one is available, click Update now, then Restart once it downloads. To check yourself, open Settings and click the version number at the bottom of the sidebar. If an update fails, install the latest version from slashspace.ai/download over the old one.

If your plan includes new versions only until a date, later versions aren't offered: you see "Version X is outside your updates window". The version you have keeps working. See Plans and billing.

Logs and bug reports

To find the log file (main.log), choose Help > Open Log Folder, or press ⌘⇧L (Ctrl+Shift+L on Windows and Linux).

A useful report says what you did, what you expected and what happened, with the exact error or a screenshot, your Slashspace version (bottom of the Settings sidebar), your operating system, and the chat's mode and model. Bug / Feedback attaches your log automatically, with email addresses and file paths removed. A log you send yourself isn't cleaned, so check it first.

Get help

• In the app: right-click the canvas and choose Bug / Feedback, or go to Settings > Troubleshoot > Bug / Feedback. Add screenshots or screen recordings if they help. You need to be signed in.
• Email: support@slashspace.ai, including for sign-in problems.
• Discord: links.rabbitholes.ai/discord.