Troubleshooting

The two ways to reach a human at Ochre, what to include in your message, and how fast you should expect a reply.

Linear shows as disconnected on Settings → Integrations even though you reconnect it. Here is what was going on, and what to check on the current build.

An import job from Zendesk, Help Scout, or Intercom has not progressed in a while. Most stuck jobs are credential issues. Walk the checklist.

You added the embed snippet but no widget bubble appears. Walk this checklist for snippet errors, CSP rules, master toggles and console errors.

The Stripe panel on a customer profile is empty or stale. Reconnect Stripe, run "Re-sync now", and confirm the customer email matches.

New conversations are landing in Ochre but Slack is silent. Reconnect, check master toggles, and confirm channel-level routing.

The AI used to draft replies and now it does not. Six things to check, from BYOK keys to spend caps to guardrail labels.

Customers say they replied, but nothing landed in your inbox. The fix is almost always a domain record, a routing rule, or a stalled inbound event. Walk this checklist.

Where to start when something in Ochre is not behaving. A short map of the most common problems and the right article for each.