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Instance Issues

If an instance has been in the provisioning state for more than 10 minutes, it will be automatically marked as error and partially cleaned up.Solution: Delete the failed instance and create a new one. If the problem persists, contact support.
An instance can enter the error state due to:
  • Resource exhaustion (out of memory)
  • Application crash loops
  • Storage issues
Solution: Try restarting the instance. Check the Logs tab for error details. If the instance is running out of memory, consider resizing to allocate more resources.
Common causes:
  • Payment issue: Instance may be suspended. Check the Billing page.
  • Resource pool exhausted: Your plan’s CPU/memory/storage pool may be full. Stop other instances or resize them to free resources.
  • Invalid state: Instance must be in stopped or error state to start.
Solution: Check the instance status and billing page. Free up resources if needed.
Solution:
  1. Check the Metrics tab for CPU and memory usage
  2. If CPU is consistently above 80%, consider allocating more vCPU
  3. If memory is near the limit, allocate more RAM to prevent OOM kills
  4. Check the Logs tab for any error patterns

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Platform Connection Issues

The connector may take a few seconds to initialize. Wait 10-15 seconds, then click Sync Status to refresh.If it remains disconnected:
  • Verify the credentials are correct
  • Check the instance logs for platform-specific errors
  • Delete and recreate the connector with fresh credentials
  1. Verify the instance is in the Running state
  2. Check the connector status on the Connectors tab
  3. Click Sync Status to probe the actual connection
  4. Check the Logs tab for incoming message handling
  5. Verify your AI API key is valid (the agent needs it to generate responses)
Some platforms (especially WhatsApp and Slack) have strict rate limits. If your bot sends too many messages too quickly, the platform may temporarily block it.Solution: This usually resolves on its own. Check the platform’s rate limit documentation for specifics.

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Account Issues

Go to app.suji.fr/forgot-password and enter your email. You’ll receive a reset link (valid for 1 hour).
  1. Check your spam/junk folder
  2. Go to the dashboard and click Resend Verification Email
  3. Make sure you registered with the correct email address
  4. Verification emails are rate-limited to 5 per hour
After subscribing via Stripe Checkout, it may take a few seconds for the webhook to process. Refresh the page and try again.If the issue persists, check the Billing page to confirm your subscription is active.

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Still Need Help?

Contact support at [email protected] with:
  • Your account email
  • Instance ID (if applicable)
  • Description of the issue
  • Any error messages from the logs