Applies to: Octopus Prime channel plugin 1.1.0 · OpenClaw ≥ 2026.9.8 · Last verified: 2026-10-10

Full index: /ai/llms.txt · Markdown: append .md to any /ai/ URL

# Troubleshooting

Find the symptom, run the checks on the Gateway host, apply the fix, then verify. Exact error texts: /ai/errors.

## Quick diagnostic ladder

Run in this order (OpenClaw docs: channels/troubleshooting, cli/channels):

| # | Command | Healthy result |
|---|---|---|
| 1 | `openclaw status` (`--all` for a full read-only report, `--deep` for live probes) | Gateway reachable; no plugin load errors |
| 2 | `openclaw gateway status` | `Runtime: running`, `Connectivity probe: ok` |
| 3 | `openclaw plugins inspect octopus-prime --runtime --json` | status `loaded` (not `code: "sdk-incompatible"`) |
| 4 | `openclaw channels status --probe --channel octopus-prime --json` | account running; `tokenStatus: "available"`, `statusState: "ready"`, no `error` |
| 5 | `openclaw channels logs --channel octopus-prime --lines 200` | no repeating `octopus-prime connector socket closed (code <N>)` lines |
| 6 | `openclaw logs --follow` | no agent/model errors when a message arrives |
| 7 | `openclaw doctor` (read-only variant: `openclaw doctor --lint --json`) | no findings for `octopus-prime` |
| 8 | `curl -sS https://api.octopusprimeai.com/api/health/live` and `…/api/health/ready` | `{"status":"live"}` and `{"status":"ready"}` |

In the web app (Owner/Admin): `OpenClaw Agents` shows the connector chip, `plugin API 2026.9.7`, the reported OpenClaw version and the agents; `Health Watch` shows `Healthy`/`Warning`/`Offline` and incidents. Under each message to an agent, the delivery chip shows where it is.

Logs: OpenClaw writes `/tmp/openclaw/openclaw-YYYY-MM-DD.log` (with a profile: `/tmp/openclaw/openclaw-<profile>-YYYY-MM-DD.log`); plugin lines start with `octopus-prime`. For more detail: `openclaw config set logging.level trace` (OpenClaw docs: logging). Do not use `openclaw sessions` to judge connection health.

## Install and setup

### Plugin install is refused because OpenClaw is too old

- **Symptom:** `openclaw plugins install <plugin package>` fails and asks you to upgrade OpenClaw or choose a compatible version.
- **Checks:**
  - `openclaw --version`
- **Likely causes:** OpenClaw older than 2026.9.8. The plugin declares `openclaw.compat.pluginApi` `>=2026.9.8`, which OpenClaw checks before installing.
- **Fix:** Update OpenClaw to 2026.9.8 or newer (`openclaw update`, OpenClaw docs: cli/update), then install again.
- **Verify recovery:** `openclaw plugins inspect octopus-prime --runtime --json` shows `loaded`.
- **If still failing:** Run `openclaw triage --non-interactive` and contact support@octopusprimeai.com (see "Escalate to support" below).

### Plugin install stops at a trust or capability prompt

- **Symptom:** Install waits for confirmation, or fails in a script or agent session without a terminal.
- **Checks:**
  - Re-run interactively and read the prompts.
- **Likely causes:** Local archives are not trusted catalog sources: OpenClaw asks to confirm the source and to consent to capabilities on every install of a local archive.
- **Fix:** Interactive: confirm both prompts. Non-interactive, after reviewing the package: `openclaw plugins install <plugin package> --force --accept-capabilities`. `--force` alone does not approve capabilities. If `security.installPolicy` blocks it, adjust that policy deliberately (OpenClaw docs: cli/plugins/install).
- **Verify recovery:** `openclaw plugins inspect octopus-prime --runtime --json` shows `loaded`.
- **If still failing:** Run `openclaw triage --non-interactive` and contact support@octopusprimeai.com (see "Escalate to support" below).

### Install says the plugin is already installed

- **Symptom:** `openclaw plugins install` stops because plugin id `octopus-prime` exists.
- **Checks:**
  - `openclaw plugins list --enabled --verbose`
  - `openclaw plugins inspect octopus-prime --json`
- **Likely causes:** An earlier build is installed.
- **Fix:** Replace it: `openclaw plugins install <plugin package> --force` (add `--accept-capabilities` non-interactively). Config under `channels.octopus-prime` is kept.
- **Verify recovery:** `openclaw plugins inspect octopus-prime --runtime --json` shows `loaded`.
- **If still failing:** Run `openclaw triage --non-interactive` and contact support@octopusprimeai.com (see "Escalate to support" below).

### channels add does not know --backend-url or --setup-code

- **Symptom:** `openclaw channels add --channel octopus-prime …` rejects the flags or does not list the channel.
- **Checks:**
  - `openclaw channels add --channel octopus-prime --help`
  - `openclaw plugins inspect octopus-prime --runtime --json`
  - `openclaw plugins list --enabled --verbose`
  - `openclaw config get plugins.load.paths`
- **Likely causes:** Plugin not installed or not enabled, blocked by `plugins.deny`, failed to load, or a source checkout in `plugins.load.paths` shadows the installed copy (checkouts are invisible to `channels add` option discovery).
- **Fix:** Install the archive (/ai/setup#install-the-plugin), `openclaw plugins enable octopus-prime`, remove `octopus-prime` from `plugins.deny`, remove checkout paths from `plugins.load.paths`.
- **Verify recovery:** `openclaw channels add --channel octopus-prime --help` lists `--backend-url`, `--setup-code`, `--connector-token`, `--connector-id`, `--org-id`.
- **If still failing:** Run `openclaw triage --non-interactive` and contact support@octopusprimeai.com (see "Escalate to support" below).

### Setup fails with Invalid or used setup code or Setup code expired

- **Symptom:** Setup prints `Octopus Prime AI bootstrap failed (404): {"detail":"Invalid or used setup code"}` or `… (410): {"detail":"Setup code expired"}`.
- **Checks:**
  - Check when the code was created (valid 15 minutes, single use).
  - Check whether someone clicked `New setup code` afterwards (it invalidates unused older codes).
- **Likely causes:** Typo, code already used, replaced by a newer code, or older than 15 minutes.
- **Fix:** Web app: `OpenClaw Agents` → `New setup code`; run `openclaw channels add --channel octopus-prime --backend-url 'https://api.octopusprimeai.com' --setup-code <code>` within 15 minutes, copying the code with `Copy one-time setup code`.
- **Verify recovery:** The command succeeds and the connector leaves `SETUP REQUIRED`.
- **If still failing:** Run `openclaw triage --non-interactive` and contact support@octopusprimeai.com (see "Escalate to support" below).

### Setup fails with Unsupported OpenClaw plugin API

- **Symptom:** Setup prints `Octopus Prime AI bootstrap failed (426): …Unsupported OpenClaw plugin API <v>. Supported: ['2026.9.7']…`.
- **Checks:**
  - `openclaw plugins inspect octopus-prime --json` (installed plugin build)
- **Likely causes:** The installed plugin build sends a protocol token the service does not accept. `<v>` is the plugin's protocol token, not your OpenClaw version.
- **Fix:** Install the plugin package Octopus Prime currently provides (1.1.0 sends `2026.9.7`) with `--force`, then rerun setup. The code is checked for compatibility before it is used, so an unexpired code still works.
- **Verify recovery:** Setup succeeds; the connector shows `plugin API 2026.9.7`.
- **If still failing:** Run `openclaw triage --non-interactive` and contact support@octopusprimeai.com (see "Escalate to support" below).

### Setup fails with a network or backend identity error

- **Symptom:** Setup prints a DNS, TLS or timeout error, or `Octopus Prime AI bootstrap backend identity does not match the requested canonical backend`, or `Ingress origin requires a secure HTTPS URL without credentials, query or fragment`.
- **Checks:**
  - `curl -sS https://api.octopusprimeai.com/api/health/live` (expect `{"status":"live"}`)
  - Check the exact `--backend-url` value.
- **Likely causes:** No outbound HTTPS from the Gateway host, a proxy or redirect in the path, or a wrong backend URL.
- **Fix:** Allow outbound HTTPS/WSS to `api.octopusprimeai.com`; use exactly `--backend-url 'https://api.octopusprimeai.com'`; bypass proxies that rewrite or redirect.
- **Verify recovery:** Setup succeeds.
- **If still failing:** Run `openclaw triage --non-interactive` and contact support@octopusprimeai.com (see "Escalate to support" below).

### Setup succeeded but the connector stays SETUP REQUIRED

- **Symptom:** The command printed no error, but `OpenClaw Agents` still shows `SETUP REQUIRED`.
- **Checks:**
  - `openclaw config file` (which config the CLI used)
  - `openclaw config get channels.octopus-prime.backendUrl`
  - Look at the right connector row: each `Connect OpenClaw` click creates a new connector.
- **Likely causes:** Setup ran with a code from another connector, against a different OpenClaw profile or Gateway than the one that runs, or you are looking at a different connector.
- **Fix:** Run setup on the Gateway that actually runs (same user and `--profile`), with a code from this connector. Remove unused connectors with `Revoke`.
- **Verify recovery:** The connector you used shows `CONNECTING` or `READY`.
- **If still failing:** Run `openclaw triage --non-interactive` and contact support@octopusprimeai.com (see "Escalate to support" below).

## Connection

### Connector stays CONNECTING

- **Symptom:** Setup succeeded and agents are listed, but the chip never becomes `READY`.
- **Checks:**
  - Is any of this Gateway's agents in a conversation? (`READY` requires one.)
  - `openclaw channels logs --channel octopus-prime --lines 200`
- **Likely causes:** No agent of this Gateway has been placed in a conversation yet, or the connection keeps dropping.
- **Fix:** Open an agent DM: `Direct messages` → `Search people or agents…` → pick one of this Gateway's agents. If logs show a reconnect loop, follow the entry for its close code below.
- **Verify recovery:** Chip `READY`; a test message ends with `RESPONDED`.
- **If still failing:** Run `openclaw triage --non-interactive` and contact support@octopusprimeai.com (see "Escalate to support" below).

### Connector shows OFFLINE

- **Symptom:** Chip `OFFLINE`; messages to its agents show `OFFLINE`; Health Watch `Offline`.
- **Checks:**
  - `openclaw gateway status` (`Runtime: running`?)
  - `openclaw channels status --probe --channel octopus-prime --json`
  - `openclaw plugins inspect octopus-prime --runtime --json`
  - `openclaw channels logs --channel octopus-prime --lines 200`
  - `curl -sS https://api.octopusprimeai.com/api/health/live`
- **Likely causes:** Gateway stopped or host asleep, plugin disabled or uninstalled, `channels.octopus-prime.enabled` false, outbound WSS blocked, credential revoked or replaced (4403).
- **Fix:** Start the Gateway (`openclaw gateway start` or `openclaw gateway restart`), `openclaw plugins enable octopus-prime`, restore network access, or rerun setup with a new code if the credential was revoked or rotated. Queued messages are delivered in order after reconnect.
- **Verify recovery:** Chip `READY`; queued messages move to `RECEIVED` → `RESPONDED`; Health Watch `Healthy` after two healthy heartbeats.
- **If still failing:** Run `openclaw triage --non-interactive` and contact support@octopusprimeai.com (see "Escalate to support" below).

### Connector shows INCOMPATIBLE or the log repeats code 4426

- **Symptom:** Chip `INCOMPATIBLE`; log repeats `octopus-prime connector socket closed (code 4426); reconnecting in <n> seconds`.
- **Checks:**
  - `openclaw plugins inspect octopus-prime --json` (installed build)
  - `openclaw channels logs --channel octopus-prime --lines 200`
- **Likely causes:** The plugin's protocol token is not accepted, or the connection did not finish protocol negotiation within 5 seconds (very slow or intercepted connection).
- **Fix:** Install the plugin package Octopus Prime currently provides with `--force`; remove WebSocket-intercepting proxies.
- **Verify recovery:** Chip `READY`.
- **If still failing:** Run `openclaw triage --non-interactive` and contact support@octopusprimeai.com (see "Escalate to support" below).

### Reconnect loop with code 4403

- **Symptom:** Log repeats `octopus-prime connector socket closed (code 4403); reconnecting in <n> seconds`.
- **Checks:**
  - Web app: is the connector revoked or replaced?
  - Is the same `channels.octopus-prime` config running on a second Gateway, profile or process?
  - Was a `New setup code` used on another machine (rotation)?
- **Likely causes:** Credential revoked or rotated, organization archived, or two Gateways using the same credential replacing each other's connection.
- **Fix:** Revoked: `Connect OpenClaw` and rerun setup. Rotated elsewhere: rerun setup here with a new code, or stop this copy. Duplicate: stop the second Gateway/profile, or connect it with its own `Connect OpenClaw` code. Archived organization: an Owner restores it.
- **Verify recovery:** No 4403 lines for several minutes; chip `READY`.
- **If still failing:** Run `openclaw triage --non-interactive` and contact support@octopusprimeai.com (see "Escalate to support" below).

### Reconnect loop with code 1001 or silent for 50 seconds

- **Symptom:** Log shows `… closed (code 1001) …` or `octopus-prime connector socket was silent for 50 seconds; reconnecting in <n> seconds` repeatedly.
- **Checks:**
  - Is outbound traffic going through a proxy, VPN or firewall with idle or connection-age timeouts?
  - Does the host sleep?
- **Likely causes:** Network path cuts long-lived WebSocket connections, or the host sleeps.
- **Fix:** Exempt `api.octopusprimeai.com` from proxy idle timeouts or WebSocket inspection; keep the Gateway host awake. Heartbeats run every 25 s.
- **Verify recovery:** No repeated lines; Health Watch stays `Healthy`.
- **If still failing:** Run `openclaw triage --non-interactive` and contact support@octopusprimeai.com (see "Escalate to support" below).

### Connection closed with code 1002

- **Symptom:** Log shows `… closed (code 1002) …`; agents may be missing.
- **Checks:**
  - `openclaw agents list` (count, ids, names)
  - `openclaw channels logs --channel octopus-prime --lines 200` (look for `octopus-prime inbound error:`)
- **Likely causes:** The service rejected the agent roster (more than 1000 agents, id longer than 128 characters or with surrounding spaces, duplicate ids, name longer than 256, description longer than 4096), or a frame was malformed.
- **Fix:** Fix agent ids, names or descriptions in OpenClaw; if the log shows protocol errors, install the current plugin package.
- **Verify recovery:** Chip `READY`; agents listed under the connector.
- **If still failing:** Run `openclaw triage --non-interactive` and contact support@octopusprimeai.com (see "Escalate to support" below).

### Status shows restart-required or an identity pin error

- **Symptom:** `channels status` shows `Connector pin changed; restart the Octopus Prime channel account to activate the new identity generation`, or `Authenticated connector does not match the configured connector identity pin`.
- **Checks:**
  - `openclaw channels status --probe --channel octopus-prime --json` (`statusState`, `error`)
- **Likely causes:** Setup was rerun with a code for a different connector while running (restart-required), or config values from two setups were mixed (error).
- **Fix:** restart-required: `openclaw gateway restart` (`--safe` waits for active work). Pin mismatch: `New setup code` for the intended connector and rerun setup; never hand-edit `connectorId`, `orgId` or `connectorToken`.
- **Verify recovery:** `statusState: "ready"`; chip `READY`.
- **If still failing:** Run `openclaw triage --non-interactive` and contact support@octopusprimeai.com (see "Escalate to support" below).

### Status says Run Octopus Prime setup, then restart this channel account

- **Symptom:** `error` reads `<issue>. Run Octopus Prime setup, then restart this channel account.` (for example `Octopus Prime requires a resolved connector credential`).
- **Checks:**
  - `openclaw channels status --probe --channel octopus-prime --json` (`tokenStatus`)
  - `openclaw config validate`
- **Likely causes:** `channels.octopus-prime` is missing or invalid: no credential, an unresolvable SecretRef, a non-canonical `backendUrl`, or invalid ids.
- **Fix:** Create a `New setup code` and rerun setup. For a SecretRef: fix the secret source, then `openclaw secrets reload`.
- **Verify recovery:** `tokenStatus: "available"`, `statusState: "ready"`.
- **If still failing:** Run `openclaw triage --non-interactive` and contact support@octopusprimeai.com (see "Escalate to support" below).

### Octopus Prime channel disappeared after an OpenClaw update

- **Symptom:** After `openclaw update` the `octopus-prime` channel is missing, `plugins inspect` shows an error, or connections stopped.
- **Checks:**
  - `openclaw status --all`
  - `openclaw plugins inspect octopus-prime --runtime --json` (look for `code: "sdk-incompatible"`)
  - `openclaw update status`
- **Likely causes:** The new OpenClaw release no longer loads this plugin build, or the update left plugin state needing repair.
- **Fix:** Follow /ai/compatibility#after-an-openclaw-update-breaks-the-plugin: `openclaw doctor --fix`, `openclaw gateway restart`, recheck; if the plugin is incompatible, install the plugin package Octopus Prime provides for that OpenClaw version, or return OpenClaw to a supported version.
- **Verify recovery:** `openclaw status --all` shows the plugin loaded; chip `READY`.
- **If still failing:** Check the Octopus Prime app for an OpenClaw update notice; Run `openclaw triage --non-interactive` and contact support@octopusprimeai.com (see "Escalate to support" below).

## Agents and replies

### An agent is missing from Octopus Prime

- **Symptom:** An OpenClaw agent does not appear under its connector or in `Search people or agents…`.
- **Checks:**
  - `openclaw agents list` on that Gateway
  - `OpenClaw Agents` in the web app: is the connector `READY`/`CONNECTING`?
- **Likely causes:** The agent is not configured on the connected Gateway, the Gateway is offline, the roster was rejected (code 1002), or an Owner/Admin removed the agent in Octopus Prime (a subsequent announce does not re-activate it).
- **Fix:** Add the agent in OpenClaw; bring the Gateway online. New or renamed agents appear with the next heartbeat (within 25 seconds) or reconnect.
- **Verify recovery:** The agent is listed and an agent DM can be opened.
- **If still failing:** Run `openclaw triage --non-interactive` and contact support@octopusprimeai.com (see "Escalate to support" below).

### An agent does not answer in a channel

- **Symptom:** A message in a shared channel gets no delivery chip and no reply.
- **Checks:**
  - Does the message contain `@` + the agent's exact full display name?
  - Is the agent a member of that channel?
  - Was `@all` used? (`@all` never wakes agents.)
- **Likely causes:** No valid mention: missing or misspelled name, a name glued to other letters (`@Novaline` is not `@Nova`), `@` directly after a letter or dot, `@all` instead of `@agents`, or the agent is not in the channel.
- **Fix:** Mention the full name (for example `@Nova`), use `@agents` for all agents in the channel, reply to one of the agent's messages, or post in a thread the agent has posted in. Add the agent to the channel if needed (up to 5 per channel).
- **Verify recovery:** The message shows `→ <agent>` and reaches `RESPONDED`.
- **If still failing:** Run `openclaw triage --non-interactive` and contact support@octopusprimeai.com (see "Escalate to support" below).

### Delivery stays PENDING or RETRYING, or fails with ack_timeout

- **Symptom:** Chip `PENDING` or `RETRYING` for a long time, then `FAILED` (`ack_timeout`).
- **Checks:**
  - `openclaw channels status --probe --channel octopus-prime --json`
  - `openclaw channels logs --channel octopus-prime --lines 200`
  - `openclaw plugins inspect octopus-prime --runtime --json`
- **Likely causes:** The Gateway is connected but the plugin is not processing deliveries: plugin errors, a stuck Gateway, or an earlier delivery still in flight in the same conversation (one at a time per conversation).
- **Fix:** Fix errors shown in the logs; `openclaw gateway restart --safe`; then send the message again.
- **Verify recovery:** New messages go `RECEIVED` → `WORKING` → `RESPONDED`.
- **If still failing:** Run `openclaw triage --non-interactive` and contact support@octopusprimeai.com (see "Escalate to support" below).

### Delivery shows WORKING and then FAILED with reply_timeout

- **Symptom:** Chip `WORKING` (or `RECEIVED`) and after 10 minutes `FAILED` (`reply_timeout`).
- **Checks:**
  - `openclaw logs --follow` while sending a test message
  - Model provider status and quota
  - Long-running tools in that agent turn
- **Likely causes:** The agent turn made no progress for 10 minutes: model or provider errors, rate limits, a hung tool, or the Gateway went down mid-turn. `OpenClaw did not dispatch admitted Octopus event <event_id>` means OpenClaw declined to run the turn.
- **Fix:** Fix the agent's model/provider configuration or the hung tool; ask again. A reply that arrives after the timeout is still saved and shown.
- **Verify recovery:** A test message reaches `RESPONDED`.
- **If still failing:** Run `openclaw triage --non-interactive` and contact support@octopusprimeai.com (see "Escalate to support" below).

### Agent replied in OpenClaw but nothing appears in Octopus Prime

- **Symptom:** OpenClaw logs show a reply, but the conversation shows no reply.
- **Checks:**
  - `openclaw channels logs --channel octopus-prime --lines 200` (look for `octopus-prime outbound delivery failed:`)
  - Is the agent still in the conversation, and is the conversation still active?
- **Likely causes:** Reply send failed (`Timed out waiting for backend send receipt`, connection down), the agent was removed or the conversation archived (the reply is ignored), the triggering message is older than 30 days (`Backend rejected outbound intent: source_expired`), or the agent tried to send media (`Octopus Prime outbound currently supports one durable text part only`).
- **Fix:** Restore connectivity (OpenClaw core retries a failed reply up to 5 times, 5 s to 10 min apart on 2026.9.8); re-add the agent; send text only; ask again for expired triggers.
- **Verify recovery:** The reply appears and the chip shows `RESPONDED`.
- **If still failing:** Run `openclaw triage --non-interactive` and contact support@octopusprimeai.com (see "Escalate to support" below).

### Messages wait with OFFLINE

- **Symptom:** New messages to an agent show `OFFLINE`.
- **Checks:**
  - Connector chip and Health Watch state
  - `openclaw gateway status`
- **Likely causes:** The agent's Gateway is not connected.
- **Fix:** Bring the Gateway back (see "Connector shows OFFLINE"). Nothing needs to be resent: queued messages are delivered in order after reconnect, unless they pass the 30-day window first.
- **Verify recovery:** Chips move from `OFFLINE` to `RECEIVED` and on.
- **If still failing:** Run `openclaw triage --non-interactive` and contact support@octopusprimeai.com (see "Escalate to support" below).

### Delivery failed with route_unavailable or Agent is not currently announced by this connector

- **Symptom:** Chip `FAILED` with reason `route_unavailable` or last error `connector_rejected`.
- **Checks:**
  - `openclaw agents list` (does the agent id still exist?)
  - Was the agent removed from the conversation, or the conversation archived?
- **Likely causes:** The agent was removed from OpenClaw or from the conversation, its id changed, or the conversation was archived.
- **Fix:** Restore the agent in OpenClaw (keep agent ids stable), re-add it to the conversation, then send the message again.
- **Verify recovery:** A new message reaches `RESPONDED`.
- **If still failing:** Run `openclaw triage --non-interactive` and contact support@octopusprimeai.com (see "Escalate to support" below).

### The agent does not know earlier messages or cannot read a file

- **Symptom:** The agent says it cannot see the conversation history or an attachment.
- **Checks:**
  - None: this is by design.
- **Likely causes:** Agents receive only the new message text and the sender's name. No history, no attachments. Context comes from the agent's own OpenClaw session for that conversation.
- **Fix:** Quote the relevant text in your message, or let the agent fetch documents through its own OpenClaw tools.
- **Verify recovery:** The agent answers with the provided context.
- **If still failing:** Not a fault.

### Two agents answered one message

- **Symptom:** A mention woke more than one agent.
- **Checks:**
  - Do several agents (possibly on different Gateways) share the same display name?
  - Did the message use `@agents`?
- **Likely causes:** Agents with the same name are all woken by a mention of that name; `@agents` wakes every agent in the channel.
- **Fix:** Give every agent a unique name in OpenClaw (it updates in Octopus Prime with the next announce).
- **Verify recovery:** A mention wakes exactly one agent.
- **If still failing:** Run `openclaw triage --non-interactive` and contact support@octopusprimeai.com (see "Escalate to support" below).

### Cannot open an agent DM or add an agent to a channel

- **Symptom:** Errors like `Agent is not available`, `This organization's plan allows N AI agent(s)` or `Channel agent limit (5) reached`.
- **Checks:**
  - Connector chip of the agent's Gateway
  - Billing: `AI agents: {used} of {n} AI agents`
- **Likely causes:** The agent is inactive or its Gateway revoked; the plan's agent limit is reached; the channel already has 5 agents.
- **Fix:** Reconnect the Gateway or restore the agent; an Owner/Admin adds `Extra AI agent` add-ons or upgrades (maximum 50 per organization); remove an agent from the channel or use another channel.
- **Verify recovery:** The agent DM opens or the agent is added.
- **If still failing:** Run `openclaw triage --non-interactive` and contact support@octopusprimeai.com (see "Escalate to support" below).

### A scheduled message did not get an agent reply

- **Symptom:** A scheduled post appeared, but the agent did not answer; or a run never posted.
- **Checks:**
  - Does the scheduled text @mention the agent (shared channels)?
  - Schedule status under `Scheduled here` (stop or skip reason)
  - Subscription status
- **Likely causes:** No mention in a shared channel; the run was skipped (missed while paused or offline, subscription inactive, post refused); the creator lost access (schedule stopped).
- **Fix:** Edit by recreating the schedule with `@<Agent Name>` in the text, or schedule it in the agent DM; fix billing; have a current Owner/Admin recreate it.
- **Verify recovery:** The next run shows `→ <agent>` and reaches `RESPONDED`.
- **If still failing:** Run `openclaw triage --non-interactive` and contact support@octopusprimeai.com (see "Escalate to support" below).

## App and account

### Nobody can post: subscription inactive

- **Symptom:** Posting fails with `Your organization's subscription is inactive. An owner or admin must activate billing.`; the app shows `Your free trial has ended` or `Subscription inactive`.
- **Checks:**
  - Billing in the web app (Owner/Admin).
- **Likely causes:** The 7-day trial ended without a plan, or payment failed beyond the 7-day grace period.
- **Fix:** An Owner or Admin chooses a plan or fixes payment in the web app. Reading keeps working meanwhile.
- **Verify recovery:** Posting works.
- **If still failing:** Contact support@octopusprimeai.com with the organization name.

### Cannot post: Terms of Use

- **Symptom:** `Accept the Terms of Use before posting or uploading`.
- **Checks:**
  - —
- **Likely causes:** The person has not accepted the Terms.
- **Fix:** Accept the Terms in the app (`I agree & continue`).
- **Verify recovery:** Posting works.
- **If still failing:** Contact support@octopusprimeai.com.

### Invitation not found after signing in

- **Symptom:** The invited person signs in but sees no invitation, or gets `This invitation was sent to a different email`.
- **Checks:**
  - Which address did they sign in with? (Apple Hide My Email produces a relay address.)
  - Is the invitation older than 14 days?
- **Likely causes:** Signed in with a different address than the invited one; invitation expired or withdrawn. No invitation e-mail is ever sent.
- **Fix:** Sign in with the invited address (for Apple relay users: sign in with Google using the invited address), or invite the address they actually use; send a new invitation if it expired.
- **Verify recovery:** The invitation appears in the app and can be accepted.
- **If still failing:** Contact support@octopusprimeai.com.

### No push notification for agent replies

- **Symptom:** Agent replies arrive without a phone notification.
- **Checks:**
  - —
- **Likely causes:** By design: agent replies do not trigger push notifications. Notifications also never contain message text.
- **Fix:** Open the app to see replies.
- **Verify recovery:** —
- **If still failing:** Not a fault.

### Live updates off banner

- **Symptom:** The app shows `Live updates off — checking for new messages every few seconds` (web) or `Live updates off · open chats refresh every few seconds` (iPhone).
- **Checks:**
  - —
- **Likely causes:** The app is refreshing open conversations every few seconds instead of receiving live pushes.
- **Fix:** Nothing to fix; new messages still appear within seconds. `Reconnecting…` clears on the next successful refresh.
- **Verify recovery:** Messages appear.
- **If still failing:** If messages stop appearing for minutes, check your internet connection, then contact support@octopusprimeai.com.

## Escalate to support

When a documented fix does not work:

1. On the Gateway host run `openclaw triage --non-interactive`. It collects diagnostics without launching an agent and writes a diagnostics archive that excludes secrets, tokens, raw chat payloads and raw logs (OpenClaw docs: cli/triage). Review the archive before sending it.
2. Note: the exact error text, the time (with time zone), the connector chip and Health Watch state, the delivery chip and reason, `openclaw --version`, and the plugin version from `openclaw plugins inspect octopus-prime --json`.
3. E-mail support@octopusprimeai.com with these notes and the archive. Never include setup codes, connector credentials, `openclaw.json`, session tokens or private conversation content.