# Common problems

> What to do when the agent does not answer, cannot see a file, uses the wrong model, the Telegram bot is silent, a schedule did not run, an upload fails or the first message is slow.

Source: https://eggent.ai/docs/troubleshooting/

## The agent does not answer {#no-answer}

- **Credits have run out.** The agent sends a message with a link to billing. Check the balance on the billing page, or ask "how much do I have left". See [Plans and balance](https://eggent.ai/docs/plans.md#out-of-credits).
- **The disk is full.** Delete what you do not need in the **Files** panel — work resumes from the next message. See [Disk space](https://eggent.ai/docs/plans.md#storage).
- **The trial or plan has ended.** A page with the plans opens in place of the workspace. Your data is kept.
- **A provider error on your own key.** Eggent shows exactly what is wrong: the address does not answer, the key was rejected or there is no such model. Check the key in **Settings → Models** or [switch back to Eggent AI](https://eggent.ai/docs/models.md#back).

## The first message takes 10 seconds {#slow-first}

The workspace was [asleep](https://eggent.ai/docs/sleep.md) and is waking up. This is normal and only happens after a long break.

## The agent cannot see a file {#file-not-visible}

- The file must be **in the current project** or attached to **this chat**. The agent sees another project's files only after switching there.
- Check which project the chat is in: the project's name is highlighted in the sidebar.
- Say it explicitly: "read `reports/q3.xlsx`".

## The wrong model answers {#wrong-model}

- The line left of the send button shows which model will answer **the next** message.
- A project can have its own model. Check **Settings → Models** with the scope set to the project.
- If the saved model is unavailable (its provider is disconnected, or the model is locked on the current plan), the default model answers.

## The agent cannot press a button on a site or sign in {#no-browser}

The agent has no browser with a screen: it reads pages as text and works with APIs. If the service has an API or an MCP server, connect it. See [What the agent can do](https://eggent.ai/docs/capabilities.md#limits).

## The Telegram bot is silent {#telegram-silent}

- The bot answers only in **private messages**.
- For your own bot, your `user_id` must be on the allowlist — send the bot `/code <code>` with a code from **Settings → Messengers**.
- Check that the bot is active in **Settings → Messengers**. If the token changed, paste the new one and press **Activate Bot**.

See [Telegram](https://eggent.ai/docs/telegram.md#troubleshooting).

## A schedule did not run {#schedule-missed}

- Check the next run time in **Settings → Schedules**: time follows the server clock (usually UTC).
- Missed runs are not repeated: if the server was off at that moment, the task runs next time.
- If credits have run out, the run cannot go through - and after three refusals in a row the task is paused. See [A task that cannot run](https://eggent.ai/docs/schedules.md#paused).
- Look at the chat where the schedule was created: results and errors arrive there.

## The Telegram answer hangs {#telegram-stuck}

Send `/reset`: it stops the answer that seems stuck and keeps the conversation. See [An answer that seems stuck](https://eggent.ai/docs/telegram.md#stuck).

## `@project` was answered as an ordinary message {#ask-project}

The name after `@` matches no project, or the message has nothing after the name. Check the spelling against the project list — capitals, hyphens and ё/е do not matter. It also does not work in a [light chat](https://eggent.ai/docs/chats.md#modes) or a shared public chat. If the project did the work but is missing something it should have, such as a connected service, open the project's own chat once and approve the service there. See [Asking a project](https://eggent.ai/docs/projects.md#ask).

## A file upload fails {#upload-fails}

- One file is at most 100 MB.
- Check the disk space.
- On your own server behind a proxy: raise the proxy's request body limit to 100 MB. See [Reverse proxy](https://eggent.ai/docs/self-host-config.md#reverse-proxy).

## The microphone does not work {#microphone}

Browsers allow the microphone only over `https://` or on `localhost`. Check the microphone permission in the browser's site settings.

## Forgot the password {#password}

Press **Forgot your password?** on the sign-in page and enter the email the workspace is registered to: a letter brings a link for each workspace of that address, good once and for an hour. Signed up in Telegram? `/login` in the bot signs you in without a password. Nothing came? Look in spam, then write to [support](https://eggent.ai/docs/account.md#support). See [Forgot the password](https://eggent.ai/docs/account.md#reset).

## Nothing helped {#support}

Write to support: Telegram [@youriisupport](https://t.me/youriisupport) or [aiiszdes@gmail.com](mailto:aiiszdes@gmail.com). Include the workspace address, what you did and what you saw — a screenshot speeds up the answer a lot.