Troubleshooting
Short answer: find the message you see below. StackTether's messages are fixed text, so the exact wording tells you the cause. Most problems are one of four things: vendor access is off for the person, the AI app is off for the MSP, a call budget ran out (wait the time it says), or the PSA API user is missing a view right.
AI app messages
"No PSA is available to you: none is connected or turned on, or your admin has not given you access to it yet. Ask an admin of your MSP to turn on your vendor access."
An admin opens your page from Team and turns on the connection under Vendor access. Also check Connections has a PSA. After any password or 2FA reset, vendor access is off again until an admin turns it back on. See Vendor access.
"Too many tool calls at once (limit 60 a minute); wait N seconds before the next call..."
Wait the time shown, then ask for fewer, broader searches instead of many single lookups. See Call budgets.
"This user has used their hourly share of PSA requests (1000 an hour); more are available in N minutes..."
Your personal hourly share is used. Wait the time shown or narrow the request.
"The MSP has used its hourly PSA request budget, shared by all its techs; more are available in N minutes..."
Your whole MSP used its 2,000 PSA requests for the hour. Wait the time shown; avoid big parallel reviews.
"The PSA took too long to answer, so the request was stopped. Try again shortly, or narrow the search."
The PSA was slow. Try again; add a client, status or date filter so the PSA has less to do. If it happens all the time, check the PSA's own status page.
"The audit log could not record this request, so no result was returned. Try again shortly."
StackTether never answers without an audit entry. Try again in a moment. If it persists, contact support.
"The call budget could not be checked, so nothing was run..."
A temporary problem on StackTether's side. Try again in about a minute.
"Your AI access is paused for an unusual amount of data. An admin has been asked to review it on the AI access page."
An admin reviews it under Paused AI access on AI access and clicks Resume. You cannot resume it yourself.
"Your AI is slowed for an unusual amount of data. Take a break; it lifts within the hour."
You are limited to one call a minute until your record count drops. It lifts by itself.
"Your MSP only allows apps on your computer to connect from certain countries..."
Ask an admin for a travel override on AI access.
"This connection came from outside Anthropic's network, so StackTether refused it..."
Try again from Claude. If it keeps happening, your admin contacts support.
"AI access was stopped or your approval ended. Approve the app again in your AI app."
Reconnect the connector in your AI app and approve again.
"Kaseya BMS does not let StackTether read time logs with its current API permissions."
The BMS API role needs view rights on time logs. See Kaseya BMS setup. Messages like "Kaseya BMS does not offer scheduled visits through its API." mean the vendor has no such data in its API; a secondary PSA is asked instead if you have one.
"Too many clients contain that name to be sure which one you mean; use the client's full exact name."
Ask the AI to search clients first and use the exact name.
Answers are empty but the data exists
Autotask and Halo return nothing (rather than an error) for records the API user may not see. Add the missing view right to the API user's security level. See Autotask setup.
Connecting an AI app
The consent page keeps coming back (consent loop)
- Make sure you click Approve, not just close the tab.
- Approvals end after 30 days (cloud) or 7 days (local apps), after 14 days unused, and after any sign-out everywhere, password or 2FA reset, or pause. Then one new approval is expected.
- If it asks again after every few minutes, remove the connector in the AI app and add it again, so the app registers fresh. If it continues, contact support with the app name and time.
"This AI app isn't turned on for your MSP..."
An admin turns it on under AI access; then start again from the app.
"Your admin has turned this app off for you."
Turned off for you personally on your member page. Ask an admin.
"StackTether does not recognise this app's sign-in address, so it cannot be connected..."
The app is not on StackTether's allow-list, or it changed its sign-in address. Contact support.
"This connection request is not valid or has expired. Start again from your AI app."
The sign-in took too long or the link was reused. Start the connection again in the app.
"Only members of an MSP on StackTether can connect AI apps."
You signed in with an account that has not joined an MSP. Accept your invite first.
"Stacktether support has stopped AI connections for everyone for now. Try again later."
A platform-wide stop is in place. Wait and try later.
Vendor connection tests
| Message | What to check |
|---|---|
| "Kaseya BMS did not accept these login details..." | Tenant (company) name, username (not an email), password, API access on the role, no 2FA prompt. |
| "Autotask did not accept these login details..." | API username, secret and integration code; the user is an active API user and not locked. |
| "... accepted the login, but the API user is not allowed to view tickets..." | Give the role or security level view access to tickets. |
| "Could not reach ... It may be temporarily unavailable, or a firewall blocked the request..." | Vendor status; for BMS, the API address for your region. |
| "... did not answer in time." / "... is limiting how many requests we can send..." | Wait a few minutes and test again. Autotask limits are shared with your other integrations. |
| "Some of the details are missing or not in the expected format. Enter every field again." | A field is empty or has extra characters; paste each value again. |
| "Too many connection tests. Wait a few minutes and try again." | Test limit per admin and per MSP. Wait. |
| "That vendor is already connected in the other slot..." | Each vendor can be connected once. Replace that connection instead. |
| "This connection is turned off, so it cannot be tested..." | StackTether support turned it off. Contact support. |
Sign-in and 2FA
| Message | What to do |
|---|---|
| "Email or password is incorrect." | Check both; use Forgot your password? if needed. |
| "Too many wrong passwords. Wait about N minutes and try again." | Wait. Repeated failures lock sign-in. |
| "Sign-in is locked after too many wrong passwords..." | Reset your password, or ask an admin to Unlock sign-in. |
| "That code did not work..." | Set your phone's time to automatic and use the newest code. |
| "Too many attempts. Wait 15 minutes, then try again." | Wait 15 minutes, or ask an admin to reset 2FA if you lost the authenticator. |
| "You were signed out because your network changed. Sign in again." | Expected after a Wi-Fi, mobile or VPN change. See Sessions and networks. |
| "This password reset link did not work..." | Links work once and expire in 1 hour. Request a new one. |
| "Enter a fresh 2FA code and try again within 5 minutes." | Sensitive actions need a code typed just now. |
More in 2FA and account recovery.
Emails not arriving
- StackTether sends invites, confirmations, password resets, 2FA reset codes and admin notices from the stacktether.com domain.
- Check junk, spam and any quarantine (including your email security filter or a third-party spam filter). Release the message and allow the stacktether.com domain.
- Invites: an admin can use Resend and send you the backup link directly.
- Password reset: "If an account exists for that email address, we sent it a link" is shown whether or not the address has an account; check you used the address you sign in with.
Still stuck?
Use the support form with the exact message, the time, and the AI app or page. Never include passwords, keys or 2FA codes.