Common issues
The fastest fixes for what people most often hit in Keypra. If you do not see your issue here, try Error messages or Performance.
"Your AI key is not working" toast
You see a red toast with a Test & re-save button after running a Lab analysis, Composer action, or Coach reply. This is Keypra's BYOK hard-fail behaviour: when your key is in use, we never silently fall back to a shared model.
Likely causes
- • Provider rotated or revoked the key
- • Key was edited (model, endpoint, region) and not re-tested
- • Provider hit a billing or quota limit
- • Master encryption key was rotated and your key needs re-saving
Fix
- • Click Test & re-save in the toast — it deep-links to your key
- • Or open Settings → BYOK and run Test, then Save
- • Org admins: open Org → AI Keys and re-test the org key
- • If you rotate often, use Self-service rotation
"You're out of credits" gate
A feature is greyed out and shows a contextual gate. In Keypra, 1 Credit = 1,000 tokens.
What it means
- • Your monthly credits are spent
- • Org members: your credit group has reached its cap
- • Enterprise pool is empty for the period
Options
- • Buy a one-time Capacity Boost (€7.99) for bursty work
- • Upgrade your plan from the gate
- • Org admins: top up the pool or raise the credit group
- • Switch on a BYOK key — your own provider tokens are not metered as Keypra credits
A model is greyed out (EU-only policy)
Some models in your picker are disabled with a small EU flag or "Restricted by org policy". Your organisation has switched on the EU-only model policy, so non-EU providers are blocked server-side for the AI features that enforce it today.
What to do
- • Pick any model marked as EU-eligible in the picker
- • Org admins can review or change the policy in Org → Policies → EU-only models
- • See Data residency for the truthful rollout status
Prompt Sanitiser flagged your text
In an enterprise workspace, the inline Sanitiser may underline parts of your prompt — names, emails, internal codes — and offer a coached rewrite before you send.
Why this happens
- • Your org's rulebook detected sensitive content
- • Teach-first: the warning is coaching, not a block, unless your org sets it to block
Fix
- • Accept the suggested rewrite, or edit and re-check
- • Ask your Compliance Steward if a rule needs tuning
Rafy or the Coach is not replying
- • Check the toast strip for a BYOK or credit message — both block AI replies.
- • Self Discovery and Classroom Rafy share the same identity — if one fails, the other usually does too.
- • Refresh the page; the streamed connection may have dropped.
- • In Classroom, ask your lecturer to re-broadcast — the slide may be stale.
A document, card, or persona will not save
Common causes & fixes
Network dropped
Refresh and let auto-save retry. The "Saved" indicator returns once it succeeds.
Session expired
Sign out and back in. Long-lived tabs can lose their session.
Two tabs open on the same item
Close the older tab, refresh, and continue in one place.
Autocomplete (@persona, [[doc]], ![[block]]) is not appearing
- • You need at least one persona, document, or block in your library to suggest.
- •
@for personas usually works mid-line; some surfaces still require start-of-line. - • Block embeds use
![[Doc#^block]]— the leading!is what makes it embed instead of just link. - • Browser extensions that block popovers can hide the dropdown — try a clean window.
- • If you cannot type the trigger, use the side panels (Personas, Library) to insert by click.
Still stuck?
- • Specific error code? See Error messages.
- • Slow editor or laggy Canvas? See Performance.
- • Org admin? Cross-check BYOK and Policies.
- • Otherwise contact support with the failing surface, the time, and any toast text.