Common problems and fixes
Here are the most common problems and how to fix them — each with a short solution and a link to the detailed guide. If you can't find what you're after, start with the overview page, which walks through the whole flow.
On this page
Limits and quotas
The monthly message quota ran out — what happens?
When your organization has used up the messages for the period, visitors see a message that the chat is temporarily unavailable. The message quota resets on your billing anniversary (when the plan renews) — not on calendar months. If you need more before then, upgrade to a larger plan. Details: Limits and Quotas, Plans and Billing.
The content limit is full — I can't upload new content
The content limit is a cumulative cap across all assistants in the organization. It is not periodic: it never resets, and space is only freed by deleting content. Delete what you no longer need, or upgrade to a larger plan. One unit = one text, one crawled URL, one PDF (up to 50 pages), or one YouTube video. Details: Limits and Quotas.
I can't create a new assistant
Your plan determines how many assistants you can have: 1 on Free and Essential, 5 on Pro. Archived and deleted assistants don't count. Once you hit the limit, you can only create a new assistant on a larger plan — existing ones keep working unchanged. Details: Limits and Quotas.
Content and answers
I uploaded content but the assistant doesn't use it in answers
First check that processing has finished (the content card shows active, not processing or error). The assistant answers only from what is in its knowledge base — if there's no content on a topic, it won't answer it. If the content has processed but still doesn't show up, the search may not consider it relevant to that question; rephrase the content more explicitly, or add clarifying text. Details: Building Knowledge.
The answer is good, but the source isn't shown under "Knowledge Sources"
A source citation appears only for content where citation is enabled. If it's disabled, the content still helps answers but won't appear under Knowledge Sources. In addition, the system only lists confident matches as sources — weak matches are hidden. Details: Chat Features, Building Knowledge.
My PDF text wasn't picked up — scanned pages
Manual PDF uploads don't run OCR: if the PDF is made of scanned images, the text isn't extracted. To process an image-based PDF, connect the page as a synced website source, where linked PDFs are also processed with OCR. The manual upload limit is 10 MB / 50 pages. Details: Manual Uploads, Website source.
Widget and embedding
The chat widget doesn't show up on my website
Check three things: (1) the assistant ID in the embed snippet is correct, (2) the assistant is the public type (internal assistants can't be embedded), (3) there are no SDK errors in the browser console. Details: Embedding on Website, SDK Integration Guide.
The floating button doesn't appear on WordPress
Open EchoAI > Configuration — the position must not be "No floating button". Check that an assistant is connected, and look in the browser console for SDK errors. Details: WordPress Plugin.
"Could not validate your Assistant ID" in the WordPress plugin
Check your internet connection and that the assistant ID exists at app.echoaichat.com. This is only a warning — your saved ID is kept. Details: WordPress Plugin.
The font doesn't load / the styling looks off
The SDK loads its own font inside an isolated Shadow DOM; if the network blocks it, it falls back to system fonts. The widget's appearance does not mix with your site's styles. Details: SDK Integration Guide.
Synced sources
The website crawl reports errors with 404s
404s and redirects are normal on their own — EchoAI automatically starts with a slightly higher budget so it can absorb URLs the browser legitimately skips. At the end of the crawl it checks that the number of crawled pages is within tolerance of the sitemap (15%, with at least a 10-page margin); a significant gap is flagged as an error. If many URLs are missing, check that the sitemap is up to date and that your server doesn't block requests with the EchoPlatform/1.0 user agent. Details: Website source.
"No sitemap found" or "Sitemap found but contains no pages"
Most CMS and webshop platforms generate a sitemap by default; check that it's enabled and publicly reachable. If the sitemap loaded but is empty, open it in your browser and confirm it contains <loc> entries. Details: Website source.
WordPress content isn't syncing
Check that the post type is enabled under EchoAI > Configuration > Content Integration, and that it has show_in_rest enabled. Only published content triggers a sync — drafts are ignored. For bulk imports you may need to trigger the sync manually from the EchoAI platform. Details: WordPress Plugin.
Team and invites
The colleague I invited didn't receive the invite
The invitee receives an email; if it doesn't arrive, ask them to check the spam folder. Invites not yet accepted appear as pending invitations on the Members page — from there an admin can revoke and re-send the invite. On acceptance, the colleague signs in with a Google account. Details: Team and Roles.
How many team members can I invite?
There is currently no upper limit on the number of team members you can invite to a organization — invite as many colleagues as you need, regardless of your plan. Details: Team and Roles.
A member can't access a page or button
There are two roles: admin has full access, while a member can manage content and view everything, but can't reach billing, member management and certain settings. See the full permission matrix: Team and Roles.
Billing and payments
A recurring payment failed (past_due)
If a recurring charge doesn't go through (expired card, insufficient funds, etc.), your subscription enters a past_due state and you see a warning on the Plan page. To recover, open the Manage Billing portal and update the payment method — once the payment succeeds, your plan automatically returns to active. If all attempts fail, the subscription ends and the organization drops to the Free plan. Details: Plans and Billing.
How do I change plans or cancel my subscription?
Plan changes go through Stripe checkout; after switching, the new limits take effect immediately. Cancellation and payment-method management happen in the Manage Billing portal. Details: Plans and Billing.
I received a redemption code through a partner
If you received a redemption code through a partner program, entering the code activates the associated access on your organization. After redemption, your plan updates to the limits tied to the code. Details: Team and Roles.
Still stuck?
- Overview and core concepts — the whole flow in one read.
- Getting Started — step by step to your first working assistant.
- Limits and Quotas — every quota in one place.