Troubleshooting

When connecting

You see	Why it happens	What to do
You can’t find the custom connectors option	Your assistant plan doesn’t include it, or your workspace admin has to enable it.	Check your plan or ask whoever manages the assistant at your company.
The assistant can’t find the server	The address is misspelled.	Check that it ends in `/mcp`: `https://mcp.koywe.com/mcp`.
This link no longer works or The request expired	Each connection link works once and for 10 minutes.	Connect again from your assistant and finish without pausing.
You opened the connection in another browser	The connection has to finish in the same browser where it started.	Connect again and complete everything in the same window.
Your sign-in is no longer recent	To authorize, Koywe requires a recent sign-in.	Connect again from your assistant and sign in.
We couldn’t confirm your session	Your Koywe account was disabled or its sessions were closed.	Connect again and sign in. If it keeps happening, ask an admin to check your account.
Your user has no organizations available	Your user doesn’t belong to any organization.	Ask an admin of your organization to invite you.
It can only read	Your organization doesn’t have the approval policy active, or you’re in production, where for now you can only look things up.	In production, preparing operations isn’t enabled yet; you can try it in sandbox. If it’s because of the policy, turn it on: Approval policy.
This organization does not let an assistant prepare operations	Your organization’s approval policy stopped being active while you were connecting.	Uncheck the permissions to prepare operations and authorize again.
We couldn’t finish the connection	Something failed on our side.	Wait a few minutes and try again from your assistant.

While you use it

The assistant answers without looking things up in Koywe

Check that the Koywe connector is turned on in that conversation (it’s usually in the chat’s tools or connectors menu). Naming it also helps: “Search Koywe for…”.

The assistant asks me to connect again

That’s expected once a day: the connection lasts 24 hours. It also happens if it was disconnected from Connected apps or if you authorized more than 10 connections (the oldest one closes).

It created the operation, but it doesn’t run

It’s waiting for a signature. Ask the assistant for the confirmation link (“where do I confirm it?”) or check your pending approvals in Koywe. If it says Waiting for approvals, other people have to sign it according to your policy.

It showed me an account number as `****4821`

The connection doesn’t have the See full details permission. This is intentional. If you need it, disconnect it and connect again with that permission checked.

One balance works and another doesn’t

Seeing the organization’s balance and each business’s balance requires different roles in Koywe. Ask an admin to review yours.

The figures don’t add up

Check the amounts in Koywe before you decide. The assistant reads Koywe’s data, but it can make mistakes when it summarizes or adds them up.

If the assistant tells you something failed

Your assistant explains the problem in its own words. These are the most common cases:

It tells you…	What to do
A detail is missing or wrong	Fix the detail it points out and ask it to try again.
You don’t have permission, or the business isn’t in the connection	Check your roles in Koywe, or connect again including that business or permission.
The quote expired	Ask it for a new quote.
It can’t prepare operations in this organization	Do it directly in Koywe, or ask an admin to turn on the approval policy.
Your policy doesn’t allow that operation	Ask an admin to review the approval policy.
It made too many requests, or Koywe is unavailable	Wait a moment and ask it to try again.
An unexpected error happened	Email us with the incident ID the assistant gives you.

Still not working?

Email us at soporte@koywe.com with the assistant you use, the environment (production or sandbox), the approximate time and, if you have it, the incident ID. Never send us your password or connection links.