Troubleshooting
Find practical next steps when something needs attention.
An enquiry did not submit
Keep the form open. A failed submission preserves your entries and shows a retryable error. Check required fields and your connection, then try again.
Only a returned enquiry reference confirms that the message was saved. A spinning button or a network request alone is not confirmation.
The catalogue is empty or old
Check the message and retrieval date. An empty initial catalogue may be awaiting a source sync. A failed refresh should retain the last successful snapshot rather than invent new data.
Contact the team if a catalogue refresh is needed.
Contact the team with the model or provider identifier you need. A catalogue issue does not automatically change an accepted agreement.
My provider or broker controls are missing
The role selected at registration is a request. A broker must approve elevated access. Check the effective role in your account and contact the team if review is outstanding.
A provider association is pending or rejected
Open Provider associations and inspect View association for the model, supplier, endpoint, buyer scope, delivery type, status, and review notes. A proposal needs broker verification before it can authorize an arrangement.
Confirm that you used the onboarded provider’s organization ID, not its public source catalogue ID. If an endpoint is named, it must match the model and supplier. A broker also needs authority for the chosen buyer.
Contact the team if an arrangement needs review. A recorded arrangement does not replace available capacity and accepted delivery terms.
An endpoint or capacity update is rejected
Review the error in Manage endpoint or Manage pool. The service protects accepted agreements from incompatible routing changes, reduced reserved capacity, or delivery-window changes that undermine existing commitments.
Keep the original record, check the endpoint’s actual context and output limits, and contact the team to coordinate a valid change. Keep credentials out of support messages.
A broker can no longer act for a client
Check the mandate’s expiry, revocation state, buyer organization, and acceptance permission in Broker mandates. A revoked or expired mandate does not authorize new actions. An existing agreement is still preserved after revocation.
Only a buyer organization member can create a new mandate; either the buyer or an approved broker can withdraw or revoke it. Choosing the broker role again does not restore a revoked mandate.
A purchase cannot be accepted
| Cause | Next step |
|---|---|
| Quantity below minimum | Use at least 1 BT — one billion input-equivalent tokens |
| Future start too soon or too far away | Request a start between one hour and one calendar year ahead at acceptance |
| Quote or offer expired | Obtain current terms |
| Capacity unavailable | Request another eligible pool, provider quote, or delivery window |
| Buying approval missing | Ask a broker to record that the buyer organization may purchase, or contact the team |
| Broker authority missing | Verify the mandate, expiry, and acceptance rights |
Do not assume an old browser view guarantees current capacity or quote validity.
Combined quotes will not accept
In Combine provider allocations, compare the selected total with the required RFQ quantity. Select each quote once and make the quantities match exactly. A positive partial quote can be smaller than 1 BT, but the complete new agreement must satisfy the minimum.
If the quantities match, check current revisions, quote expiry, buyer approval, mandate rights where applicable, delivery policies, and all provider pools. One unavailable allocation causes the entire acceptance to fail without creating a partial agreement. Obtain a current replacement quote or adjust the selection to another complete, eligible combination.
API access is rejected
Check the key has not been revoked, the agreement reference is correct, the exact model matches, the delivery window is active, and enough unreserved allowance remains. Check capability and throughput limits as well.
If the service remains unavailable, contact the team. Do not place supplier credentials in support messages.
A request timed out or usage is pending
An uncertain supplier response may still have consumed services. The gateway retains the reservation for reconciliation when final usage cannot be validated. It does not bill guessed token counts or automatically restore possibly spent capacity.
Provide the request reference, agreement reference, time, and error. Avoid repeating large uncertain work until your operator confirms its state.
An exception remains unresolved
Contact the team with the request and agreement references. An interrupted response does not establish whether services were consumed. Keep the recorded state until the outcome has been reviewed.
A record is missing from the first page
Use Older records in Requests for quote, Orders & agreements, Executable offers, Usage & reconciliation, or Audit history to load earlier server pages. Use Newer records to return. Offer delivery filters and agreement-specific usage filters remain relevant while paging.
An overview card may explicitly show a recent-record limit. Treat that as a recent subset, not a lifetime count. Records also remain subject to your current organization and mandate permissions.
A future model replacement failed
The original agreement remains intact if amendment validation or replacement-capacity reservation fails. Check quote expiry, eligible unused value, delivery terms, and replacement capacity, then obtain valid terms.
What to include in an enquiry
Include your organization, relevant record references, approximate time and time zone, the action you attempted, and the message displayed. Do not include passwords, raw API keys, provider credentials, or sensitive prompts.