Troubleshooting

A short guide to the things that most often go wrong, ordered by how often we see them.

If your issue isn't covered here, jump to Contact support at the bottom.

Sign-in & access

"Invalid credentials" but I'm sure they're right

• Caps Lock on?
• Are you on the correct workspace's login URL? Most users use app.thola.ai; some enterprise customers have a custom URL.
• Try password reset — sometimes you remember the wrong password from another product.

Google SSO loops me back to the sign-in page

• Almost always: cookies blocked or third-party cookies disabled in the browser
• Try the same flow in a different browser (Chrome → Firefox or vice versa)
• If you're inside a corporate browser policy, ask IT about whitelisting accounts.google.com and app.thola.ai

"Signed context expired"

This means your session token rotated and the client needs to pick up the new one. Refresh the page. If it persists, log out and back in.

I can't see a module that I'm sure I should see

Your role doesn't grant you that module. Open Settings → Members → [your name] and check your role. If the role looks right, the permissions for that role may not include the module. Talk to your Admin.

Chat & AI

The Planner says "I don't have data for that"

The agent only answers from data in your workspace. If you haven't uploaded sales records, no Sales question will have a real answer. Upload via Uploading data or use the chat's "What data is missing?" prompt to see what to add.

Replies are short or generic

Two common causes:

1. You're out of tokens for the month — replies degrade to short mode. Check Profile → Usage.
2. Your workspace is in conservative agentic posture. Switch to agent-first under Settings → Workspace → Agentic posture.

thola misremembers a fact about my business

Workspace memory may have two conflicting facts. Open Settings → Workspace → Memory, search for the topic, forget the wrong one. The right one will remain.

A reply contains a number that doesn't match my own records

Check whether the data you uploaded matches what you expect. The Import history for each module shows raw rows. If the import looks right, ask the Planner: "Where did this number come from?" — it will show its work.

Imports

"We couldn't identify the file shape"

Your file has columns or content thola hasn't seen for this module before. Use the Custom mapping option in the preview — pick which column maps to which field. Save as a template; next time it'll auto-recognise.

Many rows are flagged as suspect

Two common causes:

• Date format ambiguity (US MM/DD/YYYY parsed as DD/MM/YYYY or vice versa) → set your workspace date format under Settings → Locale.
• A summary row at the bottom (totals) → it's flagged correctly as suspect, just skip.

Duplicates being flagged when they're not duplicates

Two records with the same customer + date + amount look identical to us. Add a unique bill_id column to your file and we'll trust that as the identity.

Import partially worked, partially didn't

Check the import job in Import history. Each row has a status: written, skipped, errored. Errored rows have a reason. Fix the source and re-import — duplicates of already-imported rows will skip.

Mobile sync

Pill stuck on 🟠 with N ops queued

The network is technically up but the ops aren't flushing. Most likely:

• A firewall or VPN blocking *.thola.ai — switch to mobile data to test
• A specific op is failing repeatedly — see Settings → Sync → Op log and look for the red row

Conflicts piling up (🔴 sync error)

Two devices changed the same record while offline. Open the Op log, tap each conflict, pick a version or merge fields.

Local data missing after login

Check the workspace selector in the header. You may be looking at a different workspace than you expect.

Battery drain from thola mobile

Almost always route tracking is on. Check Settings → HR → Attendance to see if route tracking is on for your role. If it shouldn't be, talk to your Admin.

POS

A bill doesn't print

• Check the printer connection (Bluetooth or USB)
• Bills are saved even when print fails — use Reprint from the bill detail
• For repeat failures, Settings → Devices → Printer to re-pair

Stock is wrong after a busy day

Most likely an unsynced bill or return. Once the device fully syncs, run Counter Reconciliation at end of shift and the system will compare cash to system total.

Voice quick-order isn't recognising items

Three things to check:

• Mic permission granted to thola?
• The product alias you said matches one defined? Settings → POS → Aliases
• Background noise too high? Voice falls back to manual

Billing

"Payment failed" but I have funds

We retry three times over 72 hours. Common causes:

• Card 3DS / OTP timeout — re-attempt and approve the OTP within 30 seconds
• Bank's online-spend limit — increase from your bank app or call them
• Card expired — update the card on file

I downgraded but I'm still being charged the old price

Downgrades take effect at the next billing cycle, not immediately. Check Profile → Plan — your effective plan after the next renewal date is shown.

I want an invoice for a specific past charge

Profile → Plan → Invoices. Every charge has a downloadable PDF.

Contact support

For anything not covered here:

• In-app — open Help in the sidebar; this opens a chat with the support team
• Email — support@thola.ai
• WhatsApp — the number is in Profile → Help → Contact support

When you contact support, please include:

• Your workspace ID (visible in the URL or in Settings → Workspace → About)
• A screenshot of what you're seeing
• What you were trying to do
• The time it happened (so we can correlate with logs)

We respond within 24 hours on every plan; within 4 hours for P1 issues on Pro and above; with a phone number for Enterprise.

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