Account and access problems
Unverified email, forgotten password, expired trial account, plan limit, permissions and other notices that stop you from doing something.
On this page
You have not verified your email yet
What you see: an amber strip at the top of the app with "Resend email", or the message "You have not verified your email yet. Open the link we sent you to activate your account."
Why: you can sign in, upload files, train and see the stock signal without verifying. What stays blocked are the actions that leave your company: inviting people and sending orders to suppliers by email or WhatsApp. An API key cannot send anything out either while no administrator has a verified email.
What to do: open the link in the email we sent when you signed up. If you cannot find it, check your spam folder, then press "Resend email".
The verification link expired
What you see: "This verification link is invalid or has expired. Request a new one below."
Why: the link lasts 24 hours and works only once.
What to do: on that same screen, type your email and ask for a new link.
I forgot my password
- On the sign-in screen press "Forgot password?".
- Type your email. If an account exists, a 6-digit code arrives; the screen does not say whether the email exists, on purpose.
- Enter the code. It expires in 15 minutes and stops working after 5 wrong tries: ask for another.
- Set your new password: at least 8 characters, with at least one letter and one number.
The trial account expired
What you see: when signing in, "This trial account has ended. You can start a new one from the home page."
Why: a trial account lasts 24 hours. When it ends it is erased, along with everything you uploaded.
What to do: start another from the home page, or create your account to keep your data. If you wrote to us from the trial account and we have not answered yet, we do not erase it until we do.
Other notices when asking for a trial account:
- "No trial accounts are available right now. Try again in a while." — too many are active at the moment.
- "You already created several trial accounts from this connection today. Use the one you have or come back tomorrow." — 3 are allowed per connection per day.
You reached your plan limit
What you see: the dialog "You reached your plan limit", or a message saying how much you have used of how much and asking you to write to us to raise it. If you see a feature-unavailable card instead (or a message saying the API is not enabled), it is not a room ceiling: your account does not have that feature enabled.
Why: each account has ceilings on how much fits (products, users, warehouses, saved forecasts, API keys and file size). See Usage limits.
What to do: free up room (for example, delete a saved forecast you no longer use under History) or write to us from the same dialog, by WhatsApp, email or the form. There is nothing to buy on screen: raising a ceiling is a conversation.
Your role cannot do this
What you see: "Your role cannot do this. Ask an administrator at your company to do it, or to change your role."
Why: with the read-only role you see everything but change nothing: no uploads, no training, no stock edits, no orders logged. An analyst does all of that but does not manage users. See Users and roles.
What to do: ask an administrator at your company to do it, or to change your role under Users.
Too many attempts
What you see: "Too many attempts. Wait a few minutes and try again." In the assistant: "Too many requests — please wait a moment before sending another message."
Why: StockAI limits repeated sign-in and code attempts so nobody can guess a password. The assistant takes 20 messages per minute for the whole company.
What to do: wait a few minutes and try again.
The assistant is unavailable
What you see: in the assistant, "This installation has no language model configured, so the assistant cannot answer…".
Why: the assistant needs a DeepSeek key on the installation, and this one has none. The rest of StockAI — forecasts, the stock signal and purchase orders — does not depend on it and works as usual.
What to do: whoever administers the server turns it on under Installation, on the assistant's card.
This account does not operate the installation
What you see: under Installation, on the "This installation" tab, the notice "This account does not operate the installation".
Why: the server's service configuration (email, WhatsApp, assistant) belongs to whoever administers the deployment, not to a company's admin role. Those people are named in the server's INSTANCE_ADMIN_EMAILS variable.
What to do: as your company's administrator you can set up your own channels on the "My channels" tab. If you are the one who installed StockAI, add your email to INSTANCE_ADMIN_EMAILS and restart the server.