Troubleshooting & FAQ

MyAi supports two authentication methods:

• Email and password — Create an account with your email address and a secure password.
• SSO (Single Sign-On) — Log in with your Google or Microsoft account. Your organization's admin may have configured SSO as the default.

If you're unable to log in, contact your organization's MyAi administrator or reach out to support.

Dimensions are permission-controlled. If you can see a Dimension in the Perspective view but can't enter it, your account may not have the required access. Ask your admin or ask MyAi directly:

What Dimensions do I have access to?

Account provisioning and permission management are handled by your organization's MyAi administrator. Users can be added individually or provisioned through SSO. Each user gets their own Mirror Pair.

MyAi's accuracy depends on the quality of context in the current Dimension. Common causes of unexpected answers:

• Dimension is too broadly scoped — A Dimension covering "everything" produces vague results. Narrower Dimensions are more precise.
• Missing Artifacts — If the information the AI needs isn't stored as an Artifact in this Dimension, it can't reference it.
• Wrong Dimension — You may be asking in a Dimension that doesn't have the relevant context. Try asking:

What context and Skills are available in this Dimension?

See Reliability & Limitations for a deeper framework on when to trust outputs.

This can happen when the Dimension's Skills or context are ambiguous. Try being more specific in your request, or ask MyAi to explain its reasoning:

Walk me through your reasoning for the last response.

If the issue persists, check whether the Dimension has conflicting Skills or overlapping Artifacts that could create ambiguity.

The AI can only use the Skills assigned to the current Dimension. If a capability is missing, it likely hasn't been configured. Ask:

What tools and Skills are available in this Dimension?

If the Skill exists but isn't assigned to this Dimension, a Pro User or IT Admin can add it.

Every Workflow execution is tracked as a Work Order. Ask MyAi:

Show me the details of my most recent failed Work Order.

The Work Order will show the exact step that failed, the inputs it received, and the error message. Common failure causes:

• Integration credential expired — API keys or OAuth tokens may need to be refreshed.
• External system unavailable — The target system (CRM, database, etc.) may have been down.
• Data format mismatch — The Workflow expected data in a format the source didn't provide.

Check the Workflow's trigger configuration. Scheduled Workflows run based on a cron schedule. Ask:

Show me the schedule and last run time for the [Workflow name] Workflow.

If the schedule looks correct but the Workflow didn't fire, check whether the Workflow is in Live mode (not Draft or Edit mode).

Verify:

• The email account is connected and authorized
• The sender filter (if configured) matches the incoming emails
• The Workflow is set to Live mode

Ask MyAi to help diagnose:

Check the status of the email trigger for [Workflow name].

Canvases pull data from connected sources. If a Canvas appears empty:

• The data source may be unavailable or returning empty results
• The Canvas may still be in Draft mode and not connected to live data
• Runtime Variables may be filtering out all results

Ask MyAi:

Why is the [Canvas name] Canvas showing no data?

Yes. MyAi automatically versions all Artifacts. You can view previous versions and restore an older state. Ask:

Show me the version history for [Artifact name].

See Artifact Lifecycle for more detail.

Common causes:

• Expired credentials — OAuth tokens expire. Ask your IT admin to refresh the Integration Credentials artifact.
• API rate limits — The external system may be throttling requests.
• Network/firewall — The external system may not be reachable from MyAi's cloud environment.

Ask MyAi:

Test the connection to [integration name].

If a Function using sql_client returns unexpected data, the issue is usually in the query logic or the source data — not in MyAi. Ask MyAi to help debug:

Show me the exact SQL query that was executed in the last Work Order for [Workflow name].

The Work Order audit trail captures the exact query and response.