Essence.Report
Support — Troubleshooting
Support

Troubleshooting

Troubleshooting

Common issues and how to resolve them.

Sign-in and account

"I can't sign in"

  1. Confirm the email address is correct (check for typos)
  2. Try the "Forgot password" flow
  3. Clear browser cookies for essence.report and retry
  4. If using a social login, ensure you're signed into the right provider account
  5. Disable browser extensions (especially privacy / ad-blocker) and retry
  6. Try an incognito window

Still stuck → email support@essence.report with your account email.

"I get redirected to /pricing after sign-in"

This means you don't have an active subscription. Choose a plan to continue. If you just paid and it's still happening:

  1. Wait 30 seconds and refresh
  2. Check Stripe email for receipt — if no receipt, the payment didn't complete
  3. Settings → Billing → "Open billing portal" to verify status
  4. If status shows active but you're still redirected → email support

"I get charged but my subscription shows inactive"

Stripe webhook delivery may have failed. Email support@essence.report with your Stripe receipt number. We'll manually sync within 1 business day.

Submitting Reports

"Submit button is disabled"

Common causes:

  • Prompt is empty AND no attachments AND no Vault context
  • Estimated tokens > 250,000 (input too large; trim attachments)
  • Network error (the page didn't load fully)

"I get a 402 'TEZ_QUOTA' error"

Your monthly quota is exhausted. Options:

  • Wait until next billing cycle
  • Upgrade plan via Settings → Billing
  • For Team plans, check Team admin if pool is exhausted vs. your seat cap

"I get a 413 'TEZ_413' error"

Estimated tokens exceeded the 250,000 hard limit. Reduce inputs:

  • Remove some uploaded files
  • Shorten your prompt
  • Clear Vault context if added

"Submit returned 'unauthorized'"

Your session expired. Sign out and sign back in.

During task generation

"The progress bar is stuck"

The progress bar is an estimate, not a live measurement. The backend may still be processing. Indicators of actual progress:

  • The status badge (top right): Queuing → Processing → Complete
  • New activity log lines appearing

If the page sits at the same status for 10+ minutes, check Network tab for failed requests, then refresh.

"I see STREAM_TIMEOUT"

The live stream channel maxes out at 15 minutes. After that, we automatically switch to polling. Your task is still running. The progress page continues to update.

"Task failed with no clear reason"

Click the Reports page after redirect. The Report page (status FAILED) shows error metadata:

  • error_type: task_timeout → exceeded 30 min; refunded
  • error_type: provider_error → upstream LLM provider issue
  • error_type: osint_timeout → web crawling exceeded budget
  • error_type: cost_circuit_breaker → estimated cost too high

Your quota is refunded automatically.

Reading and exporting Reports

"Report 404 / 'unavailable'"

The Report may have:

  • Expired (7-day TTL)
  • Been generated by another user (you can't read others' reports)
  • Failed (check the Reports list — FAILED entries show error details)

Pin or export Reports you want to keep.

Citations are gathered at query time. URLs can go stale. If a citation URL no longer works:

  • Try the Wayback Machine for an archived version
  • Search the cited title in the source domain

"Export to PDF is slow"

PDF export renders in your browser. Large Reports can take a few seconds. If it fails entirely, export Markdown instead.

Refine tool

"Refine returned an error"

  • TEZ_RP_QUOTA → exhausted daily 200 refines; resets at 00:00 UTC
  • TEZ_RP_CHARS → prompt over 2,000 chars; trim before refining
  • TEZ_RP_TIMEOUT → upstream issue; retry in 30 seconds

"The refined version is worse than my original"

It happens. Refine works best on vague, short prompts; less well on already-specific or already-tight prompts. Just edit back to what you want and submit.

Billing

"I want to cancel"

Settings → Billing → "Open billing portal" → cancel. Effective at end of current billing period.

"I can't find my invoices"

Stripe Customer Portal (Settings → Billing) → "Invoices" tab.

"I was double-charged"

Email support@essence.report with both Stripe receipt numbers and your account email.

Reporting bugs

When in doubt, include in your support email:

  1. Your account email
  2. Browser + version + OS (e.g. Chrome 130 on macOS Sonoma)
  3. URL where you saw the issue
  4. What you did, what you expected, what happened
  5. Screenshot or screen recording if visible
  6. correlation_id from the task page (UUID format)
  7. Time of issue (with timezone)

Send to support@essence.report. We typically respond within 1 business day.

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