Troubleshooting

Find the symptom, check the cause, apply the fix. If none match, email support.

Messages are blocked

Symptom: An error says a spend limit has been reached. Cause: A hard limit for the current UTC month is at its cap. It can apply to the organisation, your team, you, or the project on the chat. Fix:

Check your usage

Open the user menu and select Usage to see which limit is at 100%.

Ask an admin

An admin can raise the limit under Admin → Limits, or you can wait for it to reset at 00:00 UTC on the first of the month.

Check the tags

The team and project on the chat set which limits apply. Start a new chat with the right tags if they were wrong.

Soft limits never block requests. See Limits.

A model is missing

Cause	Fix
The organisation has not enabled it	An admin enables it under Admin → Models → Organisation
Your team’s list excludes it	An admin adds it under Admin → Models → Teams, or you start a chat tagged to another team
Your saved default is no longer available	Choose Auto or another model in the picker, or change Default model in Settings → Chat preferences

Connection errors

Connection errors appear in the reply, in a work trace step, or in the notification A connection needs reconnecting.

Message or symptom	Cause	Fix
Expired connection, or Reconnect appears	The sign-in with the other system expired, was revoked there, or the password changed	Select Reconnect, or go to Settings → Connections and reconnect
Admin approval needed	The system requires a directory or workspace administrator to approve a permission before members can connect	Ask an admin to use Enable for the organisation under Admin → Connectors, then connect again. See Connectors
Missing permissions	You connected without granting a permission the request needs, such as write access or sending email	Reconnect and grant the permission. For sending email or invitations, also switch on Allow sending or Allow invitations in Settings → Connections
The integration is not offered	An admin has blocked it for the organisation	Ask an admin to allow it under Admin → Connectors → Catalogue
A write card is not offered	The integration is Read only	Ask an admin to change Access to Read and write
Hebno cannot find a record you know exists	You cannot open it in the other system, or the request did not name the client or system	Check your own access, and name the client, system or record in the request
An organisation system is not available to you	Your team is not on its list of teams, or the data area is hidden	Ask an admin to review the connection under Admin → Connectors

Hebno acts with your permissions in the other system. If you cannot open a record there, Hebno cannot read it either.

For a system-specific error, open that integration’s page in the catalogue.

Invitations

Symptom	Fix
Invitation expired	Ask an admin to resend it from Admin → Members
Wrong account	Sign in with the exact email address that received the invitation
Invitation unavailable	The invitation was cancelled or already used. Ask an admin for a new one
You cannot create an account with your company email	Ask an admin to invite you, or to add your domain under Domain access

A deliverable looks wrong

If a figure is not backed by a source, check its label. Inferred and Uncertain findings are not supported by a cited source.
Select Verify against sources on the deliverable to check it again.
If it has changed since it was checked, the label shows Edited since sources were checked.
Start a new chat when a follow-up concerns a different client, so each client’s material remains separate.

Agents

A paused agent has reached its spend cap. Raise the cap on the agent form and resume it.
A write an agent proposed appears in Agents → Approvals. It is written only when you confirm.

Office add-ins

If the Hebno task pane does not open, is blank, or repeatedly requires sign-in:

Close the pane and reopen it from Home → Hebno → Open Hebno.
Confirm you can sign in to Hebno in a normal browser.
Ask your admin to check that the add-in is still deployed to your account.

If it still fails, email support with the application, its version, and whether you are on Windows, Mac or the web. See Office add-ins.

Next steps

Read the FAQ.
Contact support.

Admin

Security

Help

Troubleshooting

Messages are blocked

A model is missing

Connection errors

Invitations

A deliverable looks wrong

Agents

Office add-ins

Next steps

​Messages are blocked

​A model is missing

​Connection errors

​Invitations

​A deliverable looks wrong

​Agents

​Office add-ins

​Next steps

Messages are blocked

A model is missing

Connection errors

Invitations

A deliverable looks wrong

Agents

Office add-ins

Next steps