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🔧 Troubleshooting and FAQ

Common Issues​

Error: "Insufficient Credits"​

Symptom: Message "You have no credits available"

Solution:

  1. Check your balance in Settings (⚙️)
  2. If balance = 0, purchase credits
  3. Instant reload after payment

Error: "Session Expired"​

Symptom: Message "Your session has expired. Please log in again."

Causes:

  • Expired JWT token (duration: 24h by default)
  • Manual logout on another device
  • Password change

Solution:

  1. Click "Log in" in the message
  2. Enter your credentials
  3. Your session is restored

Error: "Account Pending Approval"​

Symptom: Message "Your account must be approved by an administrator"

Explanation:

  • Your account has "Pending" status
  • An admin must validate your account

Solution:

  1. Check your email (registration confirmation)
  2. Wait for validation (usually < 24h)
  3. You will receive a confirmation email once approved

Urgent? Contact admin@pmatsconsulting.com

Error: "Knowledge Base Unavailable"​

Symptom: Alex cannot respond, server error message

Causes:

  • Vector database unavailable
  • Maintenance in progress
  • Network issue

Solution:

  1. Try again in a few minutes
  2. Check system notifications
  3. If persistent, contact support
Billing

AI processing is billed even in case of server error, as it consumes resources.

Incomplete or Truncated Response​

Symptom: Alex's response stops abruptly

Causes:

  • AI token limit reached
  • Network connection issue (streaming mode)

Solution:

  1. Ask a follow-up question: "Continue" or "Can you complete?"
  2. Rephrase the question more specifically
  3. Break down into multiple questions

No Response (Infinite Wait)​

Symptom: Loading icon spins indefinitely

Solution:

  1. Check your internet connection
  2. Refresh the page (F5)
  3. Log in again if session expired
  4. Clear browser cache (Ctrl+Shift+Del)

Error: "Network Error"​

Symptom: "Network error" message when sending

Causes:

  • Internet connection problem
  • Backend server inaccessible
  • Firewall blocking

Solution:

  1. Check your connection (open google.com)
  2. Disable VPN/Proxy temporarily
  3. Try another network (4G/Wi-Fi)
  4. Contact your IT if corporate firewall

Payment Issues​

Credit Card Declined​

Causes:

  • Insufficient funds
  • Expired card
  • Block by your bank (suspected fraud)
  • 3D Secure not enabled

Solution:

  1. Check your account balance
  2. Check expiration date
  3. Contact your bank (unlock payment)
  4. Try another card
  5. Use Apple Pay / Google Pay

Payment Successful but Credits Not Added​

Symptom: Stripe confirmation received, but balance unchanged

Solution:

  1. Refresh the page (F5)
  2. Log out/log in
  3. Check purchase history (Settings → Credits → Purchases)
  4. If absent after 5 min, contact billing@pmatsconsulting.com with your Stripe reference

Interface Issues​

Symptom: Unable to open/close conversation panel

Solution:

  1. Click outside the panel
  2. Press Esc
  3. Refresh the page (F5)

Interface in English Instead of French​

Symptom: Interface displays in wrong language

Solution:

  1. Click on language selector (header, right)
  2. Select "English"
  3. Refresh if necessary

Unformatted Response (No Formatting)​

Symptom: AL code appears without syntax highlighting

Solution:

  • Normal: Markdown rendering takes 1-2 seconds
  • If persistent, refresh the page (F5)

General FAQ​

How do I reset my password?

Email reset feature coming soon 🚀. Meanwhile, contact support@pmatsconsulting.com.

Can I use Alex offline?

No, Alex requires an internet connection.

Does Alex keep my conversations private?

Yes, your conversations are strictly confidential. They are neither shared nor used to train other AI models. All stored data is encrypted.

How long are my conversations retained?

Indefinitely, until you manually delete them. No automatic expiration.

Can I export my conversations?

Not yet, but export is planned for a future version 🚀.

Can Alex generate complete code?

Not yet. Currently, Alex explains, compares AL code and provides examples. Complete code generation (tables, pages, codeunits, ...) and extensions (Apps) coming soon 🚀.

Which Business Central version is supported?

Alex covers recent versions (from BC 26) and main localizations (w1, na, fr, ...).

Can Alex analyze my code?

Not directly. Alex cannot access your files. You can copy-paste excerpts of your code in your questions to get advice.

Contact Support​

By Email​

Email: support@pmatsconsulting.com

Information to provide:

  • Your username or email
  • Detailed problem description
  • Screenshots if possible
  • Stripe reference (for payment issues)

Response Time​

  • General questions: 24-48h (business days)
  • Critical issues (payment, access): 4-8h
  • Emergencies: Indicate "URGENT" in subject

System Status​

To check if Alex is operational:

  1. Check system notifications (🔔)
  2. Verify your network connection
  3. Contact support if in doubt

Problem not resolved? Don't hesitate to contact us at support@pmatsconsulting.com – we're here to help! 🤝