---
url: /relyai-acellemail/troubleshooting.md
description: >-
  Common RelyAI problems and their fixes — greyed-out AI features, missing keys,
  failed test connections, an absent chatbox, an agent that won't act, missing
  coaches, and update or integrity issues.
---

# Troubleshooting

Most RelyAI issues come down to a license that isn't active, an engine that isn't connected, or a
feature flag that's switched off. Work down this list — each entry pairs the symptom you see with
the fix.

## AI features are greyed out, or "Enter a valid RelyAI license key"

AI stays disabled until your license is Active. If you see **Enter a valid RelyAI license key to
enable AI features**, open **RelyAI → Settings → License**, paste your key and click **Activate**.
Once it verifies as Active on this domain, the AI surfaces switch on. See
[Licensing](/relyai-acellemail/licensing).

## "No AI API key is configured"

The message **No AI API key is configured. Please set one in Admin → RelyAI → Settings.** means
you've activated your license but haven't connected an engine yet. Go to **RelyAI → Settings →
Engines & Keys**, add an engine (provider + model + API key), and set one as the **Default**. See
[Connect an engine](/relyai-acellemail/guides/connect-an-engine).

## Test Connection fails

On **Engines & Keys**, **Test Connection** runs a live call. If it doesn't reach **Connection
successful**, re-check the engine's **API key**, the selected **Model**, and — for Ollama — the
**Base URL**. A typo in any of these is the usual cause.

## The chatbox doesn't appear

If the bottom-right chat bubble is missing, check three things in order: the **Support chatbox**
flag is on (**Settings → Feature Flags**); the launcher isn't hidden or mispositioned in
**Settings → Appearance**; and your license is Active. See
[Feature flags and permissions](/relyai-acellemail/guides/feature-flags-and-permissions).

## The agent can't take actions

If the chatbox answers but won't *do* anything, **Agent chat** is probably off — it ships off by
default. Turn it on in **Settings → Feature Flags**, and make sure the **specific tool flag** for
the action you want (for example the automations or campaign tools) is also on. Several tool flags
ship off so you opt in deliberately.

## A coach chip is missing

Coaches are off by default. If a deliverability, segment, campaign or form **coach chip** isn't
showing on its page, enable that coach's flag on **Settings → Feature Flags**. See
[Coaches](/relyai-acellemail/features/coaches).

## The rewrite popover is missing

If the sparkle (✦) popover doesn't appear when you select text, the **Universal Rewrite** flag is
off. Turn it back on in **Settings → Feature Flags** to restore the popover. See
[Rewrite](/relyai-acellemail/features/rewrite).

## An update won't install

If **Update now** refuses, it's almost always an entitlement issue — a Lifetime license needs an
active **Support & Updates** plan to install *new* releases. Your installed version keeps working
regardless. See [Updating](/relyai-acellemail/updating).

## "Sync required" on integrity

A **Sync required** status on **Integrity & Updates** just means files changed since the last
baseline (often after a legitimate upgrade). It's advisory and never blocks RelyAI; the baseline
re-syncs itself on the next admin page load. See
[File integrity](/relyai-acellemail/features/file-integrity).

## Related pages

* [Error reference](/relyai-acellemail/errors) — the verbatim messages behind these symptoms
* [Licensing](/relyai-acellemail/licensing) — activating and re-activating your key
* [Connect an engine](/relyai-acellemail/guides/connect-an-engine) — providers, keys and defaults
* [Feature flags and permissions](/relyai-acellemail/guides/feature-flags-and-permissions) — every on/off switch
* [FAQ](/relyai-acellemail/faq) — buyer questions answered