Troubleshooting

Hosted services under maintenance: Platform and the managed API are under maintenance. Their instructions below are retained for when those features return; Chat and Mobile instructions describe the live apps. This notice does not apply to public model downloads or Vinci Code’s bring-your-own-key setup. See the current products page .

Quick fixes for the most common issues. If none of these help, see Contact support.

Sign in on the web with your email and password. Use the email address you registered with; on Mobile, follow the options shown.
Forgot your password? Use Forgot password? on the sign-in screen.
If you signed up with email, check for a verification email (including spam/junk).
Try a different browser or a private/incognito window in case an extension is interfering.
Still stuck? Contact support with the email address you’re trying to use.

Vinci says I’ve reached my limit

You’ve used up your credits. The app pauses new requests, and the API returns HTTP 402 (budget_exhausted / insufficient_quota). Review your authoritative balance before retrying. Purchasing or auto top-up can restore credit only where those features are available; a positive balance does not restore an unavailable provider. Review usage under Account in the app or on the Vinci Platform ↗ . See Billing & limits.

My welcome credit is missing

One-time $20 USD welcome credit is available for verified personal accounts, once per email address. New sign-ups receive it after email verification while the program is available. Existing accounts can open Account > Usage & billing in Vinci Chat on the web and choose Save welcome credit if it has not been saved. This credit does not expire. Limited program; may end at any time.

Verify your email and use your personal account. If the app says the credit was already claimed for your email, signing up again does not create another grant. If the app says today’s allocation is fully claimed, retry after midnight UTC. If saving fails, refresh the page and follow the message shown before retrying. If a purchased balance looks wrong, contact support with a sanitized receipt ID.

The $10 qualified-Mobile-use reward is not yet available. See the credit policy.

My model is unavailable

Check the selected model and the availability shown in the app. HTTP 503 can mean the provider or service is unavailable; wait for recovery or explicitly choose another available route after checking its cost. Buying credit or retrying authentication does not resolve provider availability. Keep the original error when reporting the issue.

My task stopped or the connection was lost

Check whether the task is interrupted, waiting for approval, cancelled or complete. Requesting cancellation does not establish that the worker stopped. Preserve any result, reconnect and inspect the current state before retrying. If an approval or file revision changed, review the new request; an old approval cannot authorize a new action.

Expired login / 401: sign in again with the same account before resuming.
402: inspect the balance and receipt before considering a purchase.
503: wait for the provider or service to recover.
Sandbox denial: inspect the denied action and correct the task or permissions through the supported approval flow; do not bypass the sandbox.

Reconnecting does not authorize replaying a consequential action. If termination or cost is uncertain, keep the request/receipt ID and contact support.

I need to delete a conversation, memory or account

Use the deletion control offered by the relevant app and account. Confirm the result and check visibility after reload; losing network access is not proof of deletion. Ordinary Chat deletion is separate from unqualified hosted Work/task integrations. Do not assume removing a chat also revoked a background responsibility. If deletion is unavailable or remains pending, report the surface, time and sanitized ID to support, without copying the conversation or memory.

Code installation or updating failed

Follow the current Code CLI installation and recovery guide and its canonical release artifacts . Use the installer linked by that guide. Record the installed version and the sanitized error. A successful version check alone does not prove login or a useful task works. Do not disable signature verification, replace an immutable archive, or use an older release mirror to resolve an integrity error. Contact support if the documented recovery path does not restore usable startup.

It told me to try again in a moment

The service was momentarily busy and rate-limited your request. The API reports HTTP 429 (rate_limit_error). Wait a few seconds and send it again — this isn’t a credit issue, and the error by itself does not establish an account problem.

My chat history isn’t on my other device

New web accounts sync new chats by default; existing accounts keep their setting. Check that you are using the same account on both devices and that Sync new chats is on in Account > Data & privacy. Check your connection and reload after a send has finished.

Earlier local browser chats stay in Archived on the original device and are not uploaded by sync. Guest chats are separate from account history. Mobile 1.0.10 reads the same account-level sync setting. When it is on, the app uploads that account’s local chats from the phone. Accounts created in Mobile choose On this device or Synced under Where should your chats live?; sync stays off unless Synced is chosen. See Account & sign-in.

A file won’t attach

The limits are 5 files per message, 8 MB each — a larger file needs to be split or trimmed.
Very image-heavy PDFs sometimes read poorly; if Vinci misses content, try copying the relevant text into the message instead.

The answer looks wrong

Rephrase and add context. Be specific about what you want and paste any relevant details.
Start a fresh conversation for a new topic — long, mixed threads can muddy answers.
For current information, Vinci automatically searches the web and cites its sources.
Remember that AI can be confidently wrong — double-check anything important. See Using the app.

A memory is wrong or unwanted

On the web, open Account > Memory & skills to review, edit or delete memories, pause memory or turn it off. Memory is on by default: with memory on, Vinci may save facts from your chats. Account memory is separate from conversation sync. When Vinci saves a memory, use undo on its note to delete it. Mobile 1.0.10 keeps a separate set of memories in its Settings.

My API key isn’t working

Confirm you copied the whole key (it starts with vinci_live_) and that it hasn’t been revoked.
Keys are shown only once — if you lost it, issue a new one on the Vinci Platform ↗ (same sign-in as the app).
A 401 means the key is wrong or revoked; HTTP 402 (budget_exhausted / insufficient_quota) means your credits are used up; HTTP 429 (rate_limit_error) means we’re briefly busy — retry in a few seconds.
Developers: check the base URL and auth header in the developer docs ↗ .