---
title: Troubleshooting
url: https://docs.creagents.com/reference/troubleshooting/
description: Fixes for the things that trip people up, from sign-in codes to Vic not showing up.
---

# Troubleshooting

Fixes for the things that trip people up, from sign-in codes to Vic not showing up.

## Signing in

### My sign-in code never arrived

Check your spam folder, and make sure you used the email address your firm added. Your firm's admin can confirm which address that is.

### My code doesn't work

Codes last a few minutes. If yours expired, ask for a new one and use the newest code.

## Connecting your AI

### Vic doesn't show up in my AI

- **Check the name.** It has to be exactly `CRE Agents (Vic)`. The "(Vic)" is what lets your AI find it when you say "Use Vic".
- **Start a new chat** after you connect.
- **Ask for it by name.** Start with "Use Vic to", for example "Use Vic to show me what you can do."
- **Check the portal.** On **Connected AIs** in the left menu, your AI should be listed. If it isn't, run the connect steps again.

### Copilot Studio won't add the tool

The Copilot page covers the four common snags: a greyed-out Add button, "Can't create MCP server", an agent that never calls CRE Agents, and a help page instead of the setup wizard. [See Connect Microsoft Copilot](https://docs.creagents.com/connect/copilot.md).

### I want to remove an AI

In the portal, open **Connected AIs** in the left menu and click **Disconnect** on the one you want to remove.

## Setup and catalogs

### Finish setup is greyed out

It unlocks once you've picked a catalog and your AI is connected. [See Finish setup](https://docs.creagents.com/start/finish-setup.md).

### A catalog I want isn't available

If your firm uses departments, your department's menu decides which catalogs you can pick. Click **Ask your admin** under **Not on your menu** on the portal's **Task + Data** page, and your admin sees the request.

## For firm admins

### I can't invite anyone

Every seat is in use. Click **Request a seat** on the Team page to message CRE Agents, and we'll add one.

### Tasks that pull data have paused

The firm's credit pool ran out for the month. Tasks that need no data keep working, and everything resets on the date shown on **Your plan**. To add credits sooner, message CRE Agents from the notice on the Firm overview.

## Still stuck?

Click **Message the team** at the top of any portal page. Pick what it's about, describe what happened, and a person reads it and replies by email.

If you pick **Report a bug** or **Request a feature**, the dialog shows a number after you send, like "Logged as bug #142." Quote it if you follow up.

- [FAQ](https://docs.creagents.com/reference/faq.md): Quick answers to common questions.
- [Connect your AI](https://docs.creagents.com/connect.md): Steps for every AI.