# Support and troubleshooting

Explains how to send a request from the Support page and what to do about population, study, credit, export, focus group, Argus, error page and login problems.

This page explains how to write to the SCL support team from within the app and what to do about common problems. If you run into a problem, first find the matching row in the troubleshooting tables.

## Sending a support request

You send support requests from the **Support** page. Sending a request doesn't use credits.

1. At the bottom of the sidebar, click **Support**, just above the credits card.
2. On the **Submit a support request** card, choose the type of request from the **Category** list. **Technical issue** is selected by default.
3. In the **Subject** field, write a short summary.
4. In the **Message** field, describe the problem in detail. The counter below the field shows how many characters you've used.
5. If needed, add screenshots with the **Add image** button below the **Message** field. To remove an image you added by mistake, click the red X on its thumbnail.
6. Click **Send support request**.

To help the team find the problem, include the following in your message:

- the name of the study or population
- the screen where the problem occurred and the approximate time
- the error text on screen (attach a screenshot too)

The **Contact** card on the page shows the **Support email** and the **Response time**; the response time line reads "We usually respond within 1–2 hours." Instead of using the form, you can also email this address directly.

> [!NOTE]
> The **Support** page is available only to users who are logged in and have verified their email address. Save the support email address somewhere in advance, in case you can't log in. To copy the address, click the copy icon next to it on the **Contact** card.

### Categories

| Category | Topics |
| --- | --- |
| **Technical issue** | Failed population or study, error page, report that won't open, file that won't download |
| **Billing** | Payments, buying credits, invoices |
| **Account** | Logging in, email verification, organisation |
| **Feature request** | A new feature you'd like to see |
| **Other** | Anything not covered above |

### Fields and limits

| Field | Rule |
| --- | --- |
| **Category**, **Subject**, **Message** | Required |
| **Subject** | Up to 255 characters |
| **Message** | Up to 2,000 characters; once you reach the limit, you can't type any more characters in the field |
| Images | Optional; up to 5 images, each up to 2 MB, JPG, PNG or WebP only |
| Submission rate | Up to 5 requests per minute |

You don't need to enter your name, email address or organisation; they're added to the request from your account. Before attaching an image in another format, convert it to PNG or JPG, or take the screenshot again.

### After you send a request

The form is replaced by the **We received your request** card, which says the reply will be sent to your account's email address. The app doesn't give you a request number or show a request history, and you don't receive a copy of the request. To send a new request, click **Submit another request**.

## Troubleshooting

The tables below match the text you see on screen to what you should do. If the problem persists after the suggested step, send a support request in the **Technical issue** category.

### Population creation failed

Populations are created in the background, and the app doesn't show a time estimate. Meanwhile, you can write your questions on the design step.

| What you see | What to do |
| --- | --- |
| A "Popülasyon oluşturuluyor" (Creating population) badge in Fashion and Ad Testing, or "Generating Personas..." in General Research; **Waiting...** in place of **Next Step** | Creation is still in progress. Carry on with your design; move on once the badge reads "Popülasyon hazır" (Population ready) or "Personas Created". |
| A "Popülasyon oluşturulamadı" (Population could not be created) badge in Fashion and Ad Testing, or "Generation Failed" in General Research | There is no retry button. Set the study up again with **New Research**; create a new population or choose a completed one. |
| On the Fashion design page for Price Analysis (WTP), Competitive Analysis (Conjoint), Priority Ranking (MaxDiff) or Feature Price Impact (Feature Value Analysis), the badge has shown "Popülasyon oluşturuluyor" for a long time | These pages have no failure badge. Open the population on the **Populations** page; if its detail page shows a red error card, creation has failed. Include the error text in your support request and create a new population. |

For the setup steps, see [Creating a population](/en/docs/populations/creating-a-population).

### Study failed or taking a long time

After you click **Start**, the progress screen shows which stage the study is at: **PREPARING**, **RUNNING**, **SAVING**. No time estimate is shown. You can leave the screen; when you press the back button, you're asked to confirm, and the study carries on in the background. The report for a completed study appears on the **Reports** page.

| What you see | What to do |
| --- | --- |
| "Could not fetch the study progress." | The study isn't affected; the page tries again every few seconds. If the message doesn't go away, refresh the page. |
| **Experiment Failed** and "Please try again or go back to previous steps." (Fashion, Ad Testing) | Click **Retry**. The study restarts with the same population and design. |
| **Experiment Failed** (General Research) | Click **Back to Preview**, then click **Start** again on the **Research Preview** screen. If **Start** isn't active, send a support request. If a Multiple-Choice Survey, Competitive Analysis or Priority Ranking study failed at the analysis step after its responses were saved, send a request in the **Billing** category before you restart it; restarting can regenerate the responses from scratch and deduct the credits again. |
| The stage doesn't change for a long time | Refresh the page. If the stage still doesn't change, send a support request that includes the study's name. |

> [!TIP]
> The **Retry** button appears only if you opened the page after the study had failed. If the study failed while you were watching the screen, refresh the page to see the button.

In Fashion and Ad Testing, credits are deducted only when the study completes successfully; **Retry** doesn't use extra credits. The screen doesn't show why the study failed. A study also fails if your balance is below the estimated cost at the moment it starts, so check your balance before you retry.

### Insufficient credits

| What you see | Where | What to do |
| --- | --- | --- |
| A red "Add credits!" | The credits card in the sidebar | Your balance is 500 credits or fewer. Review your credit usage with **View usage**, and buy credits if needed. |
| The **Insufficient Credits** dialog: "You need at least … credits to proceed…" | When you create a new population in General Research (at least 500 credits are needed) | Buy credits with **Buy Credits**, then try again. |
| "Yetersiz kredi. Bu soru için … kredi gerekiyor, mevcut: …" (Insufficient credits. This question needs … credits, available: …) | When you send a question in a focus group session | Buy credits, then send the question again. |
| "Creating a population needs at least 50 credits. Your balance is …" | On the population form in Fashion and Ad Testing | Buy credits. |
| A red info icon next to the **Credit Usage** value: "You do not have enough credits to start this survey…" | **Research Preview** | Buy credits or make the study smaller (fewer questions, price points or personas). In Fashion and Ad Testing, **Start** is disabled. In General Research, you can click the button, but if your balance doesn't cover the estimate, the study fails as it starts, without generating any responses, and no credits are deducted. |
| The **Payment could not be completed** dialog | Buying credits | Check your card details and try again; the credit amount you chose is kept. |

> [!IMPORTANT]
> If you're a member of an organisation, don't buy credits. To top up the shared balance, contact your organisation admin or send a support request in the **Billing** category.

For how credits are calculated, see [Credits](/en/docs/account/credits); for the payment steps, see [Buying credits and billing](/en/docs/account/buying-credits).

### Report or export errors

The **Download PDF** and **Download Excel** buttons prepare the file in the background; the app waits up to 10 minutes for the file.

| What you see | What to do |
| --- | --- |
| "Report generation timed out.", "Report generation failed.", "Failed to create PDF file" or "Excel export failed" | Click the button again. Each click regenerates the file from the saved results and uses no credits. |
| A red error message on the report page, e.g. "Analysis failed. An error occurred while processing the experiment." | If there is a **Tekrar Dene** (Try again) button, or **Retry** on some reports, click it to reload the data. For General Research studies, choose **Refresh** from the report card's menu on the **Reports** page; the analysis restarts and no credits are used. |

In the Ad Test report, **Download PDF** errors appear in a browser alert. For details, see [Exporting and downloading](/en/docs/results/exporting).

### Focus group

If a question can't be sent in a focus group session, a warning appears on screen and the question is removed from the chat. For the insufficient credits warning, see the credits table above.

| What you see | What to do |
| --- | --- |
| "Bu odak grubunda önceki dalga hâlâ işleniyor." (A previous wave is still being processed in this focus group.) | The participants haven't finished answering the previous question yet. Send the question again once the responses are complete. |
| "Oturum yanıt sınırına ulaştı. Maksimum 200 yanıt alınabilir. Mevcut: …, kalan: …" (Session answer limit reached. A maximum of 200 answers can be collected. Current: …, remaining: …) | A session can collect at most 200 responses. Send the question to as many participants as the remaining number given in the message, or open a new session with the same participants with **New Chat** › **Start New Chat**. The old chat is archived. |

For the session rules, see [Real-Time Focus Group](/en/docs/research/focus-group).

### Argus

If Argus can't complete a response, a **Try again**, **Continue** or **Start a new chat** button appears below the message, depending on the situation.

| What you see | What to do |
| --- | --- |
| "Too many requests — please wait a moment and try again." | Too many requests were sent in a short time. Wait a minute, then try again. |
| "Daily copilot usage limit reached." or "Daily copilot usage limit reached. Please try again tomorrow." | You've reached Argus's daily usage limit per user. The limit resets every day at 03:00 Türkiye time; try again after that. |
| "The AI provider is busy right now. Try again shortly." or "No AI provider is reachable right now. Try again shortly." | Wait a few minutes, then click **Try again** below the message. |
| "This chat has outgrown the model; start a new chat." | The conversation has grown too long. Click **Start a new chat** and write your request again in the new conversation. |

For other response errors, see the troubleshooting table in [Working with Argus](/en/docs/argus/working-with-argus); for Autopilot warnings, see the one in [Approvals and Autopilot](/en/docs/argus/approvals-and-autopilot).

### Error pages

| Page title | What it means | What to do |
| --- | --- | --- |
| "This robot got lost" | The page wasn't found. The link may be outdated or wrong, or the item you're trying to open may have been deleted. | Go to the home page with **Back to dashboard**. |
| "No entry for this robot" | You don't have access. The link may be opening an item that belongs to another account, or the link in an email may have expired. | Ask the person who sent you the link, or your organisation admin. For email links, see the next section. |
| "Robot needs a recharge" | An error occurred on the server. | Try again in a few minutes. If the error persists, send a support request with a screenshot attached. |
| "Robots are upgrading" | Scheduled maintenance is in progress. | Wait a while, then refresh the page. |

### Logging in, sessions and email verification

| What you see | What to do |
| --- | --- |
| "These credentials do not match our records." | Check your email address and password. If you can't remember your password, request a reset email with the **Forgot password?** link; the link in the email is valid for 60 minutes. |
| "Too many login attempts. Please try again in … seconds." | After 5 failed attempts in a row, logging in is temporarily locked. Wait for the time given in the message, then try again. |
| The **Email Verification** screen is open, but no email has arrived | Check your spam folder. Click **Resend email**; you can use the button once every 60 seconds. |
| The verification link opened the "No entry for this robot" page | The link is valid for 60 minutes; it may have expired. Log in and request a new link from the **Email Verification** screen. |
| You were taken back to the login page after verifying | This isn't an error. Log in again. |
| "This password reset token is invalid." | Request a new link from the **Forgot Password** screen. |
| You were redirected to the login page after a while | Your session ends if you're inactive for a long time. Log in again. |
| "The page expired, please try again." | Your action wasn't sent because the page had been open for a long time. Refresh the page and try the action again. |

If you change your email address in **Profile Settings**, you need to verify the new address. For account settings, see [Account and organisation](/en/docs/account/account-and-organisation).

## Related pages

- [Credits](/en/docs/account/credits)
- [Buying credits and billing](/en/docs/account/buying-credits)
- [Account and organisation](/en/docs/account/account-and-organisation)
- [Starting a new study](/en/docs/research/new-study)
- [Exporting and downloading](/en/docs/results/exporting)