Troubleshooting

When something doesn’t work, Foundable tells you in plain words, and most messages say what to do next. Find the message you see below to learn what it means. Each section links to the page with the full story.

Read the message to the end

Many end with the fix, like “Try again” or “Ask Ted to set it up again”.

Check your connection

“Reconnecting…” means Foundable lost touch for a moment. Wait for “Connected”. If you see Refresh to reconnect, press it.

Let Ted fix your website

For an error on your website, press Try to fix or Fix error, or go back to an earlier version in Version history.

Still stuck? Ask us

Press Support at the top right, or Report a bug in the account menu. See Get help.

Logging in

What you see	What it means	What to do
“That code didn’t work. Check the six digits or request a new code.”	The code isn’t right, or it isn’t the newest one.	Check the six digits in the newest email, or press Resend code.
“Too many attempts. Wait a few minutes before trying again.”	There were too many tries in a row.	Wait a few minutes, then try again.
“We can’t send another code right now. If one already arrived, enter it above…”	Foundable can’t send a new code yet.	Type the code you already have, or try again later.
“We couldn’t sign you in with this email. Try Google or Apple instead.”	Foundable couldn’t log you in with this email.	Press Continue with Google or Continue with Apple.
“… couldn’t complete the security check. Use Safari or Chrome.”	You opened Foundable inside another app’s browser.	Open foundable.com in Safari or Chrome.
“Use verification code to continue”	You opened the email’s link in a different browser from the one you started in.	Press Copy code and type it where you first tried to log in, or press Sign in here instead.
“This link has expired” or “This link has already been used”	The link in your email no longer works.	Go back to the login page and ask for a new code.

Waitlist and invitations

More in Create your account and Invite your team.

What you see	What it means	What to do
“You’re still in line. We’ll let you know the moment it’s your turn.”	Your account is waiting on the waitlist.	Press See your spot in line.
“The line is asleep right now.”	The waitlist is closed for the moment. “Your spot is safe.”	Check back in a bit.
“This invite was sent to … Log in with that address to join.”	The invitation is for a different email address.	Log in with the address the invite was sent to.
“This invite has expired”	Invites work for 7 days.	Ask the person who sent it for a new one.
“This invite link isn’t valid anymore”	It may have been cancelled, or the link was mistyped.	Ask whoever invited you for a fresh one.
“… has as many people as it can hold. Ask whoever invited you to make room.”	That foundable is full.	Ask whoever invited you to make room.

Connection and loading

What you see	What it means	What to do
“Reconnecting…”	Foundable can’t reach its server for a moment.	Wait. It says “Connected” when it’s back.
“Refresh to reconnect”	Foundable couldn’t reconnect for a long while.	Press it to reload the page.
“This view could not be loaded.”	This part of the screen didn’t load.	Press Reload.
“Your foundables could not be loaded. Try again.”	Your list of foundables didn’t load.	Press Retry.

Chatting with Ted

What you see	What it means	What to do
“This message wasn’t sent.”	Ted didn’t get this message.	Send it again.
“Shorten your message and try again.”	The message is too long to send.	Make it shorter, then send it again.
“Check the latest messages before sending again.”	The chat changed while you were writing.	Read the newest messages, then send again.
“Waiting to send. Ted gets it as soon as you’re back online.”	You’re offline. Your message waits.	Get back online. It sends by itself.
“Could not send”	Your message failed to send several times.	Press Try again, or Remove.
“Ted could not finish this reply. You can send a follow-up message.”	Something stopped Ted partway through.	Send a follow-up message.
“This response ended early. You can ask Ted to continue.”	The reply stopped before its end.	Press Continue.
“Ted reached this turn’s step limit. Send a follow-up to continue.”	Ted did as many steps as one reply allows.	Send a follow-up message.
“This message and its conversation are too large to read together. Send a shorter message or start a new chat.”	The chat is too long for Ted to read in one go.	Send a shorter message, or press New chat.
“Not added: …” on a file	The file couldn’t be added. The message says why: it’s empty, it’s too big, or this chat takes no files.	If the file lives in a cloud drive, download it first. For a big file, add a smaller copy.
“Microphone blocked. Allow it in your browser’s site settings.”	Your browser blocks the microphone for Foundable.	Allow it in your browser’s site settings.

Credits and billing

What you see	What it means	What to do
“You’re out of credits. See your plan in Settings to keep talking to Ted.”	Your credits ran out. Your message stays in the box.	Press the button on the card above the box, like Get more credits or Upgrade now. On the Free plan, the card says when free credits come back.
“Ted stopped here: you’re out of credits…”	Credits ran out during Ted’s reply.	Get more credits. When you see “You have credits again, so Ted can pick up where he left off.”, press Continue.
“Ted stopped here: this turn reached its credit limit. Send a follow-up to continue.”	One reply reached the most it may spend.	Send a follow-up message.
“Paused — out of credits”	A change to your website paused when credits ran out.	Press Get credits, then Continue.
“Your last payment failed. Update your payment method to keep this plan.”	Stripe couldn’t take your last payment.	Open Settings, then Plans & credit usage, and press Manage billing.
“Billing needs attention before Ted can run.”	Your plan’s payment needs fixing first.	Press Update payment on the card above the box, or Manage billing in Plans & credit usage.
“Stripe is still confirming your payment. It usually shows here within a minute; if not, reopen Settings to see your plan.”	Stripe hasn’t confirmed your payment yet.	Wait a minute, then reopen Settings.
“That checkout expired. Choose the plan again to start a new one.”	The payment page timed out.	Choose your plan again.
“The Free plan includes one foundable. Upgrade to create another.”	The Free plan has room for one foundable.	Upgrade to a paid plan to make another.
“Billing is on hold for this account. Contact support.”	Billing is paused for your account.	Contact support.
“Your account is on hold, so Ted can’t … Contact support.”	Your account is on hold, so Ted can’t do this work for now.	Contact support.

Your website

Building

What you see	What it means	What to do
“Build was interrupted. The last version is unchanged.”	The build was cut short. Your website is as it was.	Ask Ted again.
“Build stopped: the changed website failed its tests. Nothing was saved.”	The change didn’t pass Foundable’s checks.	Ask again, maybe in other words.
“Build finished without changing anything, so no new version was saved.”	Ted found nothing to change.	Tell Ted more about what you want.
“Ted hasn’t saved this plan for this foundable, so it can’t start a build. Ask Ted to save it.”	Your first website’s plan isn’t saved yet.	Ask Ted to save it, then press Start build.
“Taking longer than usual”	The build is running long.	Wait. Ted keeps working.

Preview

More in Preview and change your website.

What you see	What it means	What to do
“This preview couldn’t load”	“Something in this browser may be blocking it.”	Press Try again or Open preview in new tab. If it keeps happening, try a private window or another browser.
“Build errors need fixing”	This version’s code doesn’t build, so it can’t be previewed or published.	Press Try to fix. Ted gets the errors.
“The website encountered an error”	Something broke while the page ran.	Press Fix error to send Ted the error, or Show logs to see it.
“Server couldn’t start. Your next change retries.”	Your website’s server didn’t start this time.	Keep working. Your next change tries again.
“Database couldn’t be set up.”	Your website’s database didn’t set up.	Ask Ted to set it up again.
“This text can’t be edited here.”	Edit text can’t change this part.	Press Ask Ted and tell him the new words.
“A text change was undone”	“The website couldn’t build it, so its old words are back.”	Ask Ted to make the change.

Publishing

What you see	What it means	What to do
“That address is taken or reserved. Try another name.”	Your website can’t use this address.	Type another name, then press Save.
“Use 3 to 63 lowercase letters, numbers and hyphens.”	The name is too short or too long, or it has a character an address can’t use. A name also can’t start or end with a hyphen, or have two hyphens in a row.	Change the name to fit the rule, then press Save.
“This version is still building. Publish again in a moment.”	The newest version isn’t ready yet.	Wait a moment, then press Publish again.
“Your website’s database is taking longer than usual to set up. Publish again in a minute, or ask Ted to.”	Your website’s database is still getting ready.	Publish again in a minute, or ask Ted to.
“You have view-only access, so you can’t publish this website.”	Your role can look but not publish.	Ask the owner for a role that can work on the website.

Version history

What you see	What it means	What to do
“Ted is working on this website. Revert once he’s done.”	You can’t go back while Ted builds.	Wait for Ted to finish, then revert.
“Newer changes were saved, so this can’t be undone.”	Undo works only on the newest change.	Open History and revert to the version you want.

Tools

What you see	What it means	What to do
“Database setup failed”	“Something went wrong while setting it up. Ted can set it up again.”	Press Try setup again, or ask Ted. See Database.
“Save this website before running a quick scan.”	Security can scan only a website with a saved version.	Wait until Ted has saved your website, then press Run quick scan. See Security and secrets.
“Stripe secret and restricted keys can’t be saved: take payments with Foundable’s Payments, in Tools.”	Stripe keys don’t go in Secrets.	Use Payments to take payments.
“AI on … is paused”	Your website’s AI stopped for now, for example because it reached its daily limit or your credits ran out.	Press Change the limit or Add credits. See Your website’s AI.
“Emails are paused”	Too many of your website’s recent emails bounced or were marked as spam.	Wait. Sending starts again on its own on the date shown. See Your website’s emails.
“On Free, your website’s emails go only to you.”	On the Free plan, your website emails only you.	Upgrade to a paid plan to email your customers.
“Save a version of this website first, then connect it.”	A website needs a saved version before it can go to GitHub.	Ask Ted to build it, then connect again. See GitHub.

Domains

More in Buy a domain and Connect a domain you own.

What you see	What it means	What to do
“Someone just took that name. You weren’t charged.”	Another person bought it first.	Search for another name.
“Your first Buy may still be going through. If it does, it shows here. You won’t be charged twice.”	Your first purchase may still be going through.	Wait, and check Your domains.
“Buying and renewing domains needs an active plan.”	Buying a domain needs a paid plan.	Upgrade to a paid plan, then buy.
“You don’t have enough credits for this domain. Upgrade your plan under Plans, then try again.”	Your credits don’t cover this domain.	Upgrade your plan, then try again.
“DNS records not configured correctly”	Foundable can’t find your records yet, or one points somewhere else.	Check the records at your domain provider. “DNS settings can take up to 72 hours to propagate.”
“… is already connected to another site. Disconnect it there before connecting it here.”	This domain is in use on another website.	Disconnect it there first.

Payments

More in Get paid with Payments and Sales and refunds.

What you see	What it means	What to do
“Still waiting on Stripe. Nothing is lost: we keep trying, and Payments goes on from here once Stripe answers.”	Stripe hasn’t finished making your account.	You can leave the page. Foundable keeps trying.
“This is taking longer than usual: Stripe hasn’t confirmed your account since …”	Stripe is slow to confirm your account. Nothing is lost.	Wait, or press Contact support.
“Stripe could not accept the details we sent.”	“Stripe will ask you for them again.”	Press Start accepting payments again.
“Stripe needs more information by …”	Stripe needs more details to keep payments on. “Payments stay on until then.”	The owner presses Continue with Stripe.
“Publish this site first. Selling starts once it is live and payments are ready.”	A website sells only once it’s live.	Publish your website.
“Stripe won’t refund a sale with a dispute open. Respond to the dispute in your Stripe Dashboard.”	The buyer opened a dispute.	Answer it in your Stripe Dashboard.
“Your Stripe balance is too low to pay this refund. Add funds in your Stripe Dashboard, then try again.”	Refunds come from your Stripe balance.	Add funds in Stripe, then refund again.

More in Run: Ted runs your business and Posts and the Library.

What you see	What it means	What to do
“You’re out of credits. See your plan in Settings to start Run.”	Run needs credits to start.	Get more credits, then press Start Run.
“Add an item to Run before starting.”	Run has nothing to work on yet.	Add something to Run, like your website, then start.
“Only the owner can start or stop Run.”	Your role can’t start, pause or stop Run.	Ask the owner of the foundable.
“Paused until you decide …”	In Ask first, Run waits for your answer on an email, a post or a website change.	Approve or decline what waits. See Decisions and website changes.
“Ted finishes this on his own.”	Your free first run can’t be paused or stopped.	Let it finish.
“Without an active plan, Ted asks before he posts or sends anything.”	Without a paid plan, Run works as Ask first.	Upgrade to let Ted run on his own. See Ask first or Runs on its own.
“Connect … before this can publish”	The post names a network with no account in use.	Connect that account in Run, then approve the post again. See Connect your social accounts.
“Connecting accounts needs an active plan.”	Social accounts need a paid plan.	Upgrade, then connect.
“One or more posts are over the channel limit. Ask Ted for a shorter post.”	The post is too long for that network.	Ask Ted for a shorter post.

Inbox and email

What you see	What it means	What to do
“Your email is on its way”	Foundable is still setting up your foundable’s email address.	Wait. The page updates by itself.
“We couldn’t find a mailbox at …, so this email probably won’t arrive.”	Foundable checked the address and found no mailbox there.	Press Edit to fix the address, or Send anyway.
“Not delivered”	The email didn’t reach that address. The reason shows under it.	Check the address, then write again.
“Can’t be sent” on a draft	Someone on the email can’t receive email.	Press Edit to remove them, or Decline the draft.
“Not sent yet”	“Your email hasn’t been sent yet. It will go out as soon as mail service resumes.”	Wait. It goes out by itself.
“This foundable can email up to … people a day. Try again later.”	Your foundable reached today’s sending limit.	Try again later.
“… only lets businesses answer within 24 hours of the person’s last message.”	On Instagram and Facebook, a business can answer only within 24 hours of the person’s last message.	Press Open in Instagram (or Facebook) to answer there. See Social messages and comments.

Scheduled tasks

What you see	What it means	What to do
“No credits left” under Recent Runs	The task was skipped because credits ran out.	Get more credits. The task runs at its next time.
“Missed while Foundable was down”	Foundable was down at the task’s time.	Press Run Now if you need it now.
“Ted was busy with another task.”	The task didn’t start because Ted was busy.	Press Run Now to start it.
“The task may have started. Check its recent runs before starting it again.”	Foundable isn’t sure the task started.	Check Recent Runs before you press Run Now.

Text Ted

What you see	What it means	What to do
“Text Ted is paused. Reply START to resume.”	Texts to Ted are paused, after a STOP.	Reply START.
“Text Ted reads text only here; describe it in a message.”	Ted can’t read pictures you text him.	Describe it in words.
“You’re out of credits. See your plan in Foundable, then text again.”	Your credits ran out.	Get more credits in Foundable, then text again.

Settings and your team

What you see	What it means	What to do
“Updated elsewhere — reloaded”	Someone saved these settings at the same time.	Check the form, then make your change again.
“Inviting people needs a paid plan”	A team needs a paid plan.	The owner presses See plans.
“This foundable is full”	“It holds up to 50 people beside its owner, counting invites waiting.”	Remove someone, or cancel an invite.
“The email to … wasn’t sent. Copy this link and send it yourself…”	The invitation email didn’t go out.	Copy the link and send it yourself. It works for 7 days, only for that address.
“Your role in this foundable can’t do that.”	Your role doesn’t allow this.	Ask the owner or an admin.
“That image is too detailed for a logo. Try a simpler one.”	The logo picture has too much detail.	Choose a simpler picture.
“This browser can’t open HEIC photos. Choose a JPEG or PNG, or use Safari.”	Your browser can’t read this photo’s file type.	Choose a JPEG or PNG, or use Safari.

Connected apps

What you see	What it means	What to do
“That connection took too long to come back. Connect it again.”	The app’s sign-in took too long.	Press Connect again.
“Only an owner or admin can connect …”	Your role can see apps but not connect them.	Ask the owner or an admin.
“This may have run. Check …”	Foundable lost the app’s answer to a change you approved.	Check the app before you try again.

Getting help

What you see	What it means	What to do
“Chat is unavailable right now. You can still reach our team by email.”	The support chat didn’t load.	Press Try chat again, or email support@foundable.com.
“We couldn’t send your report just now.”	Your bug report didn’t go.	Try again in a moment.
“You’ve sent several reports this hour, so this one wasn’t sent.”	You sent many reports in a short time.	Wait a while, or tell the team in Support.
“Your screenshots didn’t attach. You can add them to the ticket in Messenger.”	The report went, but its pictures didn’t.	Add them under Tickets in Messenger.

FAQ

Why does a button say “Only the owner” or “Only the owner or an admin”?

Your role in this foundable can’t do that. The owner can change your role. See Invite your team.

Why does “View only” show next to my foundable’s name?

It means “You can see this foundable, but not change it or ask Ted for work”. Ask the owner for a different role.

Why does a reply say “Free”?

Fixes you start with Try to fix, Fix error and Security’s fixes can be free fixes. Their receipt reads “Free” instead of the credits used.

Get help

Chat with the team, report a bug or email us.

FAQ

Quick answers about Foundable, Ted and your account.

Plans and credits

Your plan, your credits and what happens at zero.

Glossary

The words Foundable uses, in plain English.

Getting started

Work with Ted

Build

Run