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Troubleshooting Guide

Having issues with Astra or your integrations? Find solutions to common problems below. If you can't find a solution here, check our FAQ or contact support.

Before You Start Troubleshooting

  • Check if the issue is listed in common problems below
  • Verify all your integrations are still connected
  • Clear your browser cache and try again
  • Check if any third-party services are experiencing downtime

Integration Connection Issues

OAuth authorization fails or times out

Solutions:

  • Ensure pop-ups are enabled in your browser for conduit.app
  • Clear your browser cache and cookies, then try again
  • Check if the service (Stripe, GitHub, etc.) is experiencing downtime
  • Try using a different browser or incognito mode

Integration shows 'Connected' but Astra can't access it

Solutions:

  • Disconnect and reconnect the integration to refresh permissions
  • Check that you granted all necessary permissions during OAuth
  • Verify your account with the third-party service is still active
  • Make sure you're using the correct workspace/organization

Webhooks not receiving events

Solutions:

  • Check webhook settings in the integration's dashboard (e.g., Stripe Dashboard → Webhooks)
  • Verify the webhook URL matches what Conduit provided
  • Ensure webhook events are enabled for the actions you want
  • Check if your firewall or security rules are blocking webhook requests

AI Actions & Usage

Out of actions error

Solutions:

  • Check your current usage in Settings → Billing → Usage
  • Upgrade your plan for more monthly actions
  • Purchase an action pack for immediate additional actions
  • Consider BYOK (Bring Your Own Key) for unlimited actions
  • Wait until the start of next month when actions reset

Actions deducted but request failed

Solutions:

  • Astra automatically refunds actions for provider/API errors
  • Check your usage dashboard - refunded actions should appear within minutes
  • If actions aren't refunded after 5 minutes, contact support with the error details

Unexpected high action consumption

Solutions:

  • Complex multi-step automations use more actions than simple queries
  • Check Settings → Billing → Usage History to see action breakdown
  • Simplify your prompts or break complex tasks into smaller steps
  • Consider BYOK if you have consistent high usage

Automation & Workflow Issues

Automation not triggering

Solutions:

  • Verify the integration is still connected (Settings → Integrations)
  • Check if the trigger conditions are being met (e.g., payment threshold)
  • Review webhook logs in the integration's dashboard
  • Ensure the automation hasn't been accidentally disabled
  • Test with a manual trigger to verify the workflow works

Automation triggers too frequently

Solutions:

  • Review your automation rules for overly broad triggers
  • Add specific conditions or filters to narrow the scope
  • Consider adding time-based throttling (e.g., 'only once per hour')
  • Disable the automation temporarily and reconfigure with more specific rules

Astra doesn't understand my command

Solutions:

  • Be more specific about what you want and which integration to use
  • Break complex requests into simpler, step-by-step instructions
  • Include relevant details like channel names, database titles, or amounts
  • Check that the integration you're referencing is connected
  • Try rephrasing using different words or sentence structure

Performance Issues

Slow response times from Astra

Solutions:

  • Peak usage times may result in slightly slower responses
  • Complex multi-integration requests take longer to process
  • Check your internet connection speed
  • Try again in a few minutes if experiencing temporary slowness

Chat interface freezing or not loading

Solutions:

  • Refresh the page (Ctrl/Cmd + R)
  • Clear browser cache and cookies
  • Disable browser extensions that might interfere
  • Try using a different browser
  • Check browser console for JavaScript errors

Integration-Specific Issues

Stripe: Payments not showing up

Solutions:

  • Verify you're looking at the correct Stripe account (test vs live mode)
  • Check if webhooks are properly configured in Stripe Dashboard
  • Ensure the payment event type is one that Astra listens for
  • Allow up to 2 minutes for webhook events to process

Notion: Can't create pages or update databases

Solutions:

  • Verify Astra has access to the specific Notion page/database
  • Check that the database properties match what Astra is trying to update
  • Ensure you granted write permissions during integration setup
  • Reconnect the Notion integration to refresh permissions

Slack: Messages not posting to channels

Solutions:

  • Verify the channel name is spelled correctly (including #)
  • Check that the Conduit bot is invited to the target channel
  • Ensure you have permission to post in that channel
  • Private channels require explicit bot invitation

GitHub: Can't create issues or manage PRs

Solutions:

  • Verify you granted repository access during OAuth
  • Check that the repository name and owner are correct
  • Ensure you have write permissions for the repository
  • For organization repos, check that OAuth app access is enabled

Google: Email or calendar actions failing

Solutions:

  • Check that you granted all necessary Google scopes during OAuth
  • Verify your Google Workspace account is active
  • Ensure Gmail API and Calendar API are enabled
  • Try disconnecting and reconnecting Google integration

Billing Issues

Payment declined or failed

Solutions:

  • Verify your card details are correct and up to date
  • Ensure your card has sufficient funds
  • Check if your bank is blocking the transaction
  • Try a different payment method
  • Contact your bank to authorize charges from Stripe

Subscription not upgrading/downgrading

Solutions:

  • Allow up to 5 minutes for changes to process
  • Refresh the page and check Settings → Billing
  • Verify the payment succeeded (check email confirmation)
  • Clear browser cache and sign in again

General Troubleshooting Tips

  • Check the Status Page: Visit status.conduit.app (coming soon) to see if there are any known service issues
  • Review Recent Changes: Did you recently update an integration, change permissions, or modify an automation?
  • Test with Simple Commands: Try a basic request first to verify Astra is responding correctly
  • Check Browser Console: Press F12 and look for any JavaScript errors that might indicate a frontend issue
  • Try Incognito Mode: This helps identify if browser extensions or cached data are causing problems
  • Verify Permissions: Ensure you granted all necessary permissions during integration setup

Still Need Help?

If you've tried these solutions and are still experiencing issues, we're here to help!

When contacting support, include: What you were trying to do, exact error messages, which integration(s) are involved, and steps you've already tried.