When it doesn’t work.

Retail Reason does not appear in the client. Confirm that you are using Claude hosted, Claude Code, or Codex CLI. For Claude hosted, reconnect from the client’s connection controls and ask the workspace owner or administrator whether connections are restricted. For a CLI client, confirm that the Retail Reason MCP configuration is in the active client profile, then restart or reload the client.

An access key is rejected. Keys are per person and per account, expire after 180 days, and can be revoked. Create a replacement in your Retail Reason account, update the client’s secret or environment configuration, and restart the client. Never paste a key into chat or email.

The wrong workspace is selected. List the workspaces available to the connected account and select the intended one. A session cannot be reused against a different workspace; begin a new session after switching.

The connection worked and then stopped. Reauthorize Claude hosted or replace the CLI key, reload the client, and ask a simple test question. If access or billing ended, open your Retail Reason account to review it.

An answer is refused or asks for more detail. Add the retailer, operating context, relevant dates, and the decision you are trying to make. Do not include retailer credentials or secrets. Some extraction, unsafe-action, and insufficient-evidence requests are intentionally refused.

For anything this page does not solve, email Matt. He aims to reply within one business day when working; an away message gives the return date. Include the account name, client, approximate time, and error wording, but never an access key.