When it doesn’t work.

Chat asks you to sign in again. Your session may have expired. Use the sign-in link in Chat, complete sign-in, and select the intended workspace. Chat uses your Retail Reason account; it does not need an assistant access key.

The wrong workspace or conversation appears. In Chat, choose the intended workspace and start a new conversation for that work. Saved chats and files stay with their original workspace. Only the creator can open a chat through the product, so another member’s chat will not appear in your history.

A file will not upload. Use PDF, DOCX, CSV, XLSX, PNG, or JPEG. Keep each file at or below 10 MB, with no more than five uploaded files in a conversation. Selected files must total at most 40 MB per request. An Office file can exceed its separate 16 MB unpacked limit even when the upload is small. Split or simplify it. Empty files, unreadable formats, encryption, macros, embedded objects, active fields, and external data or image connections are rejected. Plain HTTPS hyperlinks are supported.

A follow-up did not use a file. Open Files & results and check Use in next message for the upload you need. Removing a file from the next message does not delete it; Remove is a separate action.

A request appears stuck or the connection drops. Use Refresh conversation if it appears to check the existing request before sending it again. Stop cancels the current request while keeping earlier messages and files. If the page cannot load, use Reload chat.

A task times out or a result is not delivered. Narrow the question or split the files into a smaller task. A result that fails the separate automated review is withheld. Check the error message before retrying; a failed request does not mean a completed file is waiting to download.

You cannot find a download or preview. Open Files & results. Some document and spreadsheet formats require download to view in their own app. Recheck sign-in and workspace access if download fails. Deleted or expired conversations are no longer accessible through the product.

New requests are unavailable. Read the access notice and ask the account owner to check access and billing. Previously saved conversations may remain available to view and download while your permissions and retention period allow it. See the chat guide for saved and temporary conversation rules.

You use ChatGPT. ChatGPT requires custom-app access. The connection was tested on Pro. See the current connection status and setup.

ChatGPT shows the plugin but does not answer through Retail Reason. Open Plugins, then Retail Reason’s Manage → Connection → Connect controls. Complete Retail Reason sign-in and use the verification code in the sign-in window. Start a new conversation with Retail Reason enabled, list your workspaces, and select the intended one. If authorization still fails, you can ask Matt for help with the existing connection.

ChatGPT does not show the option to create an app. Check Settings → Security and login → Developer mode. Availability depends on your OpenAI account and workspace policies. For a managed workspace, ask its administrator about custom-app access. A successful test on Pro does not mean you must buy Pro.

Chat says usage is Under review. New chat work is paused while account usage is reviewed; saved results remain available subject to access and retention rules. Contact Matt if you need help. A separate processing-limit message means new chat work cannot run within the current allowance. These chat-specific limits do not apply to requests through MCP connectors or plugins. Shared account access, security, and misuse controls still apply to those connections.

Retail Reason does not appear in the client. Confirm that you are using Claude hosted, Claude Code, Codex CLI, or ChatGPT. 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 your hosted connection 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. Contact Matt if ChatGPT reauthorization needs setup help.

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, whether you used Chat or a connected assistant, the approximate time, and the error wording. Do not include access keys or confidential file contents.