Troubleshooting & Support

Common Chat Errors

"You don't have enough usage balance…"

Your Rabbitholes credit balance is empty. Click the Reload usage button shown with the error, or reload credits from your account page at slashspace.ai/account. Your current balance is also visible in Settings → Account.

"Upgrade your plan to use this feature."

You've hit a plan-gated feature. Bring-your-own-key cloud providers, RAG Mode, custom providers, and agent providers all require Pro or higher. Upgrade, then hit Refresh account in Settings → Account so the app picks up the new plan.

A generic red error under the message

1. Click Retry — transient provider hiccups are common.

2. If it persists, check the provider's API key in Settings → Cloud Providers (the key icon should be green) and check the provider's own status page for outages.

Missing slash command reference

The slash command you invoked points to a prompt or skill file that has been moved or deleted. Restore the file, or edit the command to point at the new location.

RAG isn't available with Rabbitholes models

RAG with Rabbitholes managed models is temporarily unavailable — you'll see Use a BYOK provider for RAG. Switch the conversation to a model from one of your own providers (see Models & Providers).

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Ollama Issues

• Verify Ollama is running at http://localhost:11434 (or whatever hostname you configured in Settings → Ollama)
• Check your firewall settings
• Restart Ollama if needed

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Web Node Failures

If a web node fails to load a page, the source is usually blocked, paywalled, or refusing automated access. Try a different URL for the same content — an archive link, the AMP version, or another article covering the same material.

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Document Processing Stuck

If a file node sits in processing or shows an error, click its Retry button. If it keeps failing, check that the file type is supported and that the file isn't corrupted or empty.

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Sign-In Issues

• If your browser completes sign-in but the app never picks it up, use the Paste login token fallback on the sign-in screen: copy the token shown in the browser and paste it into the app.
• Make sure you sign in with the same email you purchased with — a different address won't carry your plan.

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App Updates

1. Click the version button in the footer of the Settings sidebar. It opens the Software Update dialog.

2. Click Download Update and wait for the progress to finish.

3. Click Restart & Install to apply the update.

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Getting Help

• In-app: use Bug / Feedback (under Settings → Troubleshoot, or right-click the canvas). Describe the issue and optionally attach screenshots or screen recordings — your log file and device ID are attached automatically to help us diagnose.
• Email: support@rabbitholes.ai
• Discord: join the community at links.rabbitholes.ai/discord for faster responses