Troubleshoot integrations and billing

Connector failures usually belong to authentication, upstream permission, local allowlist, tool selection, or approval policy. Billing questions require identifying whether the number is an estimate, managed activity, reconciled provider cost, or invoice charge.

Connector does not authenticate

Confirm the credential type and endpoint match the connector. Tokens can be expired, revoked, copied from the wrong environment, or missing upstream scopes. Reconnect through the dedicated form; never paste the secret into chat.

For OAuth, a changed selected-tool scope can intentionally require new consent.

A resource is missing

Check both upstream visibility and the connector allowlist. Use exact repository names, channel IDs, project keys, chat IDs, or Salesforce API object names. Then confirm the relevant read tool is selected.

An empty result can be correct when the connector applies a narrower boundary than the upstream account.

A write is unavailable

Verify all three layers:

1. the connector write toggle is enabled;
2. the specific write tool is selected;
3. the tool profile and approval policy permit a request.

The upstream identity must also have permission. Approval in Pneum.ai cannot override an upstream denial.

Managed usage is delayed

Check the activity synchronization status and the selected period. Provider activity can arrive after the request. A spending cap uses recorded managed activity and is not an instant Cloud VM shutdown mechanism.

Infrastructure charge differs from estimate

Compare machine, GPU, disk, location, and actual runtime hours. Remember that stopped disks still bill. Reconciled exports can include delayed corrections, while launch estimates omit some egress, tax, credit, or pricing adjustments.

Invoice or payment issue

Use the billing portal for payment details and invoice documents. A failed payment can disable new launches. Do not create repeated checkout sessions; record the plan, invoice status, and billing period, then contact support when confirmation does not recover.

Include agent IDs and nonsecret connector or invoice metadata in support requests.