# Troubleshooting

**What this is:** the common problems and their fixes.
**Who it is for:** members and admins.
**You will learn:** what a message means and who can fix it.

## The agent does not answer in Teams

| What you see | Why | What to do |
|---|---|---|
| "I don't know your account yet. Sign in to link it:" | Your Microsoft account is not linked to your Bill and Ben user | Use the link in the message and sign in |
| "I can only take requests from people your admin has allowed." | You may not ask this agent | Ask your admin for a role that includes it |
| "I'm not enabled in this chat. Ask your admin to enable me here." | The chat or channel is off | Admin: open **Channels** and turn it on |
| "I can't confirm what you are allowed to ask me right now, so I did not start." | A short fault on our side | Try again in a minute |
| "Spend cap reached, ask your admin." | The company reached its AI budget | Admin: check **Usage** and **Billing** |
| No answer and no message | The agent is paused | Admin: open **Agents** and resume it |

More detail: [Teams chat](flows/teams-chat.md).

## Meetings

- **The agent does not join.** Check that you have permission to invite an agent. If the organiser's policy uses a lobby, admit the bot. It waits 10 minutes.
- **The agent leaves by itself.** It leaves if captions never start within 2 minutes.
- **It does not react when I speak to it.** Say its name at the start of a sentence: "Bill, what did we decide?"
- **No summary after the meeting.** A summary is written only when the meeting has an owner, the person who invited the agent. Invite it again from your own account. See [After the meeting](flows/meeting-end.md).

## Sign-in and the console

- **A page is missing.** You only see pages your role allows. Ask your admin if you need one.
- **"Confirm it's you."** The page needs a second sign-in step. Add one in your Microsoft or company account, then come back.
- **A feature has an Upgrade pill.** It is not in your plan. Use **Ask your admin**.
- **An invited person cannot get in.** Check the email address matches their sign-in account, and that sign-in is set up for your company.

## Connecting your own AI app

The table of messages is in [Connect your AI](connect-your-ai.md#common-problems). The most common one is "Not on your organisation's list": ask your admin to add you.

## Billing

- **A warning about payment.** Pay the invoice from **Billing**. Service returns at once.
- **Model use and new runs stopped.** The payment is more than 14 days late. See [Plans FAQ](plans-faq.md).

## Still stuck?

Write to your admin first. Admins can ask their Bill and Ben contact. Please include what you did, what you saw and the time.