Frequently asked questions
Find the message you see on screen below. Each answer says what it means, who fixes it and where to go.
Chat
I see "AI Chat Unavailable"
Cause: No AI provider is set up for your organisation.
Who fixes it: An Owner or Admin. People with the User role see "No AI provider is configured. Please contact your administrator to set up an AI integration." Owners and Admins see Configure AI Provider, which opens the Integrations page.
Fix: Connect an AI provider.
I see "Chat Unavailable" and my administrator is configuring the ontology
Cause: The organisation has no ontology yet, so chat has nothing to work from.
Who fixes it: An Owner or Admin. They see Set Up Ontology, which opens the ontology pages.
Fix: Define the ontology. See Ontology.
I see "Chat service is not connected. Please contact your administrator."
Cause: Chat cannot reach its service.
Who fixes it: Your administrator, or SynkVault support if they cannot.
Fix: Tell your administrator that chat shows this message.
Subscription and access
I see "No Active Subscription"
Cause: The organisation has no active subscription, so access to features is limited.
Who fixes it: An Owner.
Fix: The Owner opens Billing & Subscription and selects Choose a Plan. See Billing.
I see "Billing Issue"
Cause: There is a problem with the organisation's subscription payment.
Who fixes it: An Owner.
Fix: The Owner opens the Stripe portal from Billing and updates the payment details.
I see "Organisation Setup Incomplete"
Cause: The first setup of the organisation did not finish.
Who fixes it: The organisation owner.
Fix: Select Sign Out, sign back in and let the setup run again. Ask the owner to do this if you are not the owner.
I see "Access Restricted" on Billing & Subscription
Cause: Only Owners can open this page.
Who fixes it: An Owner, who can change your role if needed.
Fix: See Users and invitations.
Administration
I cannot revoke a user: "Cannot Revoke Access"
Cause: The person is the last Owner of the organisation.
Who fixes it: An Owner.
Fix: Make someone else an Owner first, then revoke access. See Users and invitations.
I cannot delete the organisation: "Please cancel it via the billing portal first"
Cause: The organisation still has an active subscription.
Who fixes it: An Owner.
Fix: Cancel the subscription in the Stripe portal, then try again. See Organisation settings.
"Add Integration" is turned off
Cause: Your organisation uses a fully managed AI service, so you cannot add another provider.
Who fixes it: Nobody needs to. SynkVault provides the provider.
Fix: None needed. See AI providers.
I see "Your organisation's plan does not include apps"
Cause: The plan does not include apps.
Who fixes it: Your account manager.
Fix: Contact your account manager. See Apps.
Ingestion fails: "No top-level document node exists and no starting point is set"
Cause: The ontology has no top-level document class and no starting point is set.
Who fixes it: An Owner or Admin.
Fix: Add a document class to the ontology, or set a Starting point. See Data ingestion and query.
I cannot turn off Ontology draft mode
Cause: An ontology draft is still active.
Who fixes it: An Owner or Admin.
Fix: Discard the draft, then turn the setting off. See Data ingestion and query.
Feeds
"Built-in feed sources cannot be deleted"
Cause: Built-in sources are part of SynkVault and are protected.
Who fixes it: Nobody. Remove your own feed sources instead.
Fix: See Documents and feeds.