Troubleshooting

Each entry starts with what you see, then the cause, then the fix, and links to the page that covers the topic in full. If you are looking at an exact message in the console, search this page for its words.

The sign-in email does not arrive

The sign-in page says "Check your inbox" whether or not the address has a workspace. That is deliberate, so nobody can use the form to find out who is a customer. It also means the page cannot tell you that no email was sent.

Check these in order:

1. Look in spam or junk. The email comes from noreply@sanda-os.com.au and its subject is "Your sanda sign-in link". If your company filters mail, ask your IT team to allow that address.
2. Check the address. Only an address that belongs to a workspace receives a link, and an address belongs to one workspace. Use the one you signed up with, or the one your owner invited.
3. Wait a minute, then ask for another. A new link cancels the earlier ones, so use the newest email.
4. Count your requests. sanda sends at most five links per address in an hour and withholds any more without saying so. Wait for the hour to pass.
5. Try Google. If the sign-in page offers Continue with Google and your work address is a Google account, use it.

If none of that works, email hello@sanda-os.com.au. See sign-in.

The sign-in link has expired or does not work

You see "That link has expired or was already used." A sign-in link works once and expires after 30 minutes. Only the newest link works, because each new request cancels the ones before it.

• Ask for a new link from the sign-in page and open the email that arrives last. The page shows the message above the email field. If you asked for the old link in the same browser, your address is already filled in: press Email me a sign-in link.
• Press Continue to sanda. Opening the link only takes you to a page with that button. Pressing it signs you in, which is why an email scanner that visits the link does not use it up.
• "That link was incomplete." The link is missing part of its address. Copy the whole address, or press the button in the email instead.

If you use two-step sign-in, you may see "That sign-in waited too long for its code" or "Too many wrong codes, so that sign-in was stopped". Start again from the sign-in page. If you no longer have your phone, choose Lost your phone? Use a recovery code. Each of the 10 recovery codes you saved works once. See two-step sign-in.

A sync fails

A connection shows an error badge, or its first sync never lands rows.

1. Open the connection from Data · Connections. The Status tab shows the reason under the badge.
2. If there is no reason, press Check status to ask again, then open the Timeline tab to read the run.
3. Fix the cause, then press Sync now.

The usual causes are credentials that no longer work, a source behind a firewall that has not allowed sanda's sync address, a connection that is paused, and a warehouse that has reached a storage or compute limit. At a limit, loading pauses until the warehouse is back under it or the limit is raised. A suspended or frozen workspace pauses syncs too. See connection troubleshooting, monitor syncs and the allowlist.

The warehouse is suspended for budget

A banner over every page reads "Your warehouse is suspended" and says this month's metered spend reached the budget. Queries, reports, chat, syncs and scheduled runs are paused. Your data is kept.

An owner or admin set a monthly budget under Settings · Plan & budget, in Budget & alerts, and this month's spend has reached it.

An owner or admin can fix it:

1. Open Settings · Plan & budget and raise or remove the budget, or wait for the month to turn.
2. Press Resume warehouse.

The button stays disabled while the month's spend is at or over the budget, because the warehouse would be suspended again at the next check. A warehouse's own storage and compute limits are different: they slow queries or pause loading, and never suspend anything. See usage and suspension and budgets and limits.

The daily AI limit is reached

cherry says today's AI limit is used up and that it resets at midnight UTC, or that an owner or admin can raise it. The ring in the top bar is full. Syncs, reports and your data are unaffected.

Every AI call sanda makes for your workspace counts against the limit: cherry's answers, learning passes, suggestions, drafts and search indexing. The default is A$5 a day.

• Wait for the reset. The day ends at midnight UTC, which is 10:00 am in Sydney during standard time and 11:00 am during daylight saving. The top bar's usage card shows the reset in your local time.
• Raise the limit. An owner or admin can set it under Settings · Plan & budget, in Budget & alerts, up to A$50. If the limit is set to zero, sanda makes no AI calls at all until it is raised.

Owners and admins can also be emailed when the limit is reached, using the When the day’s AI limit is reached option in the same panel. See models and usage and budgets and limits.

The trial is frozen

A banner reads "Your free trial credit is used up, so this workspace is frozen", or "Your free trial ended on" a date, "so this workspace is frozen". The top bar's trial pill reads "credit used up" or "ended". Queries, reports, AI, syncs and scheduled runs are paused. Your data is kept.

Either compute, storage, AI and sync runs have drawn the credit down to nothing, or the trial's 7 days are over. Resume warehouse cannot lift this freeze, because it is not a budget suspension.

An owner or admin can lift it by moving the workspace to an edition:

1. Open Settings · Plan & budget and compare the editions.
2. Press Ask to move to the edition you want, for example Ask to move to Standard.

Your request goes to sanda's team as a ticket under System · Support. When the change is made, the workspace carries on where it stopped. Owners and admins are emailed when 80% of the credit has been used, and again when the workspace freezes for either reason, unless alert emails are switched off. See the trial and editions.

An AI assistant cannot connect over MCP

Work through these, most likely first:

1. The token. "That token is not valid. It may have been revoked, or expired." An owner or admin creates a new one under Settings · Integrations. sanda shows a token once, so copy it in full at that moment. A token also stops working when the person who created it leaves the workspace.
2. The endpoint and header. Copy the MCP endpoint from Settings · Integrations rather than typing it. It takes POST requests only, and the token goes in an Authorization: Bearer header.
3. Permissions. A tool call that fails with "not available to this token" needs a permission that is switched off. Optional permissions start off. An owner or admin turns them on for a token in Settings · Integrations. For a connected app such as Claude, disconnect it and connect again, then tick the permissions on the consent screen. Some permissions can only be granted by an owner or admin.
4. The workspace. A suspended or frozen workspace pauses queries, so assistants are refused too. See the entries above.
5. An approval is waiting. If an owner or admin has turned on Ask before an agent acts, risky actions wait on the Agents page until someone approves them, and expire after 24 hours.

See connect Claude, agent tokens and permissions.

A report delivery does not arrive

Open Activate · Reports, press Report schedules, and choose the delivery. Then check:

1. Its status. The pill reads live, failing or paused, and the last line says when it was last sent or what went wrong. Press Resume if it is paused. A suspended or frozen workspace pauses deliveries.
2. Send it now. Press Send now to test it without waiting for the schedule.
3. The recipients. A delivery with nobody to go to cannot send. If an owner or admin has limited recipients to certain domains, an address outside them is left out, and the message says "This workspace only delivers reports to addresses at" those domains. Change the list under Settings · Security, in Report delivery, or empty it to allow any address. The list does not apply to Slack or webhook deliveries.
4. Spam. Reports come from noreply@sanda-os.com.au. Ask your IT team to allow it.
5. The time. Check the next line. Times fall on a 15 minute grid in the timezone you chose.

When a delivery fails, owners and admins are emailed at most once a day for that delivery, unless you have switched off the scheduled run alert in Budget & alerts. See report delivery.

A page says it is not included in your edition

You see "This isn't included in your edition" on Vector search. sanda search is included from Standard. An owner or admin can press Choose your edition on that page, then Ask to move to Standard. See editions.

cherry proposed a change but nothing happened

By default cherry asks first. A change it proposes waits as a card in the conversation, and nothing runs until you press Confirm. Press Decline to drop it. Even in Autonomous mode, cherry still asks before emailing a report, dropping a view, retiring a table, or deleting a definition or a delivery. Read-only members cannot make changes at all. You can change the mode under Settings · cherry. See actions and approvals.

The console says the workspace is closed and read-only

An owner closed the workspace, so every page opens but nothing can be changed. An owner can reopen it, until the date the banner shows, by pressing Reopen this workspace. It is at the foot of Settings, in the section that now reads Closed. See close or delete a workspace.

The console asks me to accept the policy or set up two-step sign-in

• "The privacy policy has changed." Every person reads and accepts sanda's privacy policy once, and again whenever it changes. Read it and accept to continue.
• "Set up two-step sign-in." Your workspace asks everyone to sign in with a code from an authenticator app. Follow the setup, and keep your recovery codes somewhere safe. See two-step sign-in.

Still stuck