If Plexii can't answer or act
What to do when Plexii does not answer, says an API key or credits are needed, stops part-way, or does not carry out a change you expected.
Plexii, the assistant, needs an AI model to answer, and it acts on your work only in the ways you allow. When it cannot answer or does not do what you expected, the message it shows usually says why. This page goes through each message and what to do.
Before you start
- Plexii needs AI set up. Sign in to run it on PlexiDesk credits, or add your own Anthropic API key. See AI credits and where your AI runs.
- Check your connection. Plexii's AI runs online, unless you use a local model for document enrichment.
Plexii does not answer
"Plexii is included free. Sign in and it just works"
This note in the Plexii panel means you are not signed in and have no Anthropic key of your own. Sign in to your PlexiDesk account, and Plexii runs on your credits. Or add your own key in Settings > AI. See Create an account and sign in and Add your own API keys.
"No Anthropic API key set"
The feature you used needs an Anthropic key, and none is set. Either sign in to use credits, or add your key in Settings > AI, under AI · API keys. A few features always use your own key, even when you are signed in. See Add your own API keys.
"Your PlexiDesk AI credits are used up"
Your credit balance has run out. In Settings > AI, click Add $5, Add $10 or Add $20, or add your own Anthropic key and choose Automatic or Your own key under AI · source. See AI credits and where your AI runs.
"AI credits are temporarily unavailable"
PlexiDesk cannot reach the credit service just now. Try again shortly, or add your own Anthropic key to keep going.
"Session expired. Sign in again."
Your PlexiDesk sign-in has ended. Sign in again, then ask again. See Create an account and sign in.
Plexii answers with a problem
| Message | What it means | What to do |
|---|---|---|
| Claude declined this request. Try rephrasing or breaking it into smaller steps. | The AI model would not carry out the request as written. | Rephrase it, or split it into smaller steps. |
| Conversation hit the model context window. Start a fresh session. | The conversation has grown too long for the AI model to read in one go. | Start a new conversation. See Find, reopen and manage conversations. |
| Your request produced more than I could fit in one response. | The answer was too long. | Ask for less at once, or split the request across two messages. |
| That answer came back in a shape I could not read | The reply arrived in a form Plexii could not use. | Ask again. The second try usually works. |
| The model returned nothing at all. | The AI provider sent back an empty reply. | Ask again. If it keeps happening, check Settings > AI. |
If you see another error, such as a connection problem, check your internet connection and try again. If it keeps happening, contact us with the exact message.
Plexii stopped part-way
If you clicked the stop button while Plexii was writing, it keeps what it had written so far. That is not an error. Ask it to carry on, or ask again.
Plexii suggested a change but did not make it
Plexii proposes changes as cards you review. Nothing changes until you apply it, unless your settings allow low-risk work without asking.
- The cards are waiting for you. Click apply on a card, or Apply all followed by the number of cards, to make the changes. See Review and apply Plexii's changes.
- Your autonomy setting is Suggest only. Plexii says Your autonomy setting is “Suggest only”, so Plexii leaves the doing to you. To let it act once you confirm, change Assistant autonomy in Settings > AI. See Assistant autonomy.
- Your organisation limits it. Plexii says Your organisation limits the assistant to suggestions, so these are not applied for you. Apply the changes yourself, or ask your organisation's administrator.
Plexii does not act on a website
When Plexii works on a web page for you, some steps are always yours.
"Let Plexii act on" a site?
The first time Plexii acts on a site, it asks. Click Always allow to let it act there from now on, Just this once for this time only, or No. If you click No, the run says Not run — you said no. To change your answer later, see Allow, limit or revoke Plexii on websites.
"Held back"
Plexii stops at these steps and leaves them to you:
| Message | What to do |
|---|---|
| Held back — the sign-in is yours to do | Sign in to the site yourself, then let Plexii carry on. |
| Held back — payment never happens on its own | Make any payment yourself. |
| Held back — no file transfers | Upload or download the file yourself. |
| Held back — a CAPTCHA needs a human | Complete the check yourself. |
When the run header says Plexii needs you, do the step it describes, then click Try again.
"Paused — the step budget ran out."
The run used all the steps it was allowed. Start it again, or give it a smaller task.
"Did not finish"
The run hit a problem. Try again, or break the task into smaller steps.
Tips
- Keep your own key as a fallback. With your own Anthropic key added and AI · source on Automatic, Plexii keeps working when your credits run out.
- Smaller requests work better. A clear request with one goal is answered more reliably than a long list.
- Check the trace. To see what Plexii read before it answered, see See what Plexii read: the trace and citations.
Related tasks
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Still need help? Contact support at [email protected].