# Troubleshooting > Common failure modes and how to fix them: auth, integrations, AI features, performance. Source: https://productos.ca/documentation/guides/troubleshooting (last reviewed 2026-09-22) This page is a triage list. Find the symptom, jump to the fix. If you don't see your issue, contact support with your workspace's slug and a short repro. ## Authentication & access ### "Redirected to /login despite signing in" - Browser blocks third-party cookies. ProductOS uses a same-origin cookie, but some extensions still strip it, disable strict tracking-prevention for productos.ca. - Session expired silently. Hard-refresh (`Ctrl+Shift+R`) to force a session refresh. ### "401 unauthorized on API calls that worked yesterday" - Token rotated (someone hit "Revoke" on the token in **Settings → API Tokens**). Issue a new one. - Token auto-revoked because the owner was demoted below the token's stored role, re-issue from a higher-role member. ### "403 forbidden, but my token used to work" There are no per-endpoint scope strings. A token runs at the workspace role it was issued with (`commenter` by default), and every write route checks that role: a `commenter` token calling `POST` gets a 403 naming the missing capability. Demoting the issuer below the token's role revokes the token outright, which shows up as a 401 rather than a 403. Either re-promote the user or have an admin re-issue the token at the role you need. ## Integrations ### "GitHub PR doesn't link to my feature" - ProductOS doesn't scan PR titles or bodies for sequence IDs. A PR is linked to a feature either by a Claude Code session (matched on the **branch name** the session was dispatched with) or by attaching the PR URL to the feature yourself. - The repo must be in the GitHub App's install scope. Re-check **Settings → Integrations → GitHub** for the included repo list. - Webhook handler failures are recorded on the installation: the GitHub App card in **Settings → Integrations** shows the last error under the connection. ### "Intercom conversations not syncing" - Confirm the access token still works. Re-enter the token via **Settings → Integrations → Intercom → Connect & test**; the test calls Intercom's `/me` and should come back with the admin's name and email; if it fails, generate a new access token in Intercom and save it. - Check the **Tag** option. Only conversations carrying that tag are imported (default `feedback`; empty means everything), and each run pulls at most **Max pages per sync** × 50 conversations. Widen the tag or raise the page cap under **Configure**, then **Sync now**; rows are dedup'd on the Intercom conversation ID, so re-syncs don't duplicate. ### "Linear status sync skips some transitions" Linear sync is poll-based: a feature's status is re-mapped from the issue's workflow state on each sync, and there is no in-app way to register Linear's webhook yet, so changes arrive on the next run. Trigger one from **Settings → Integrations → Linear → Sync now** (it pulls up to **Max pages per sync** × 50 issues and updates existing features by Linear issue ID). ## AI features ### "Copilot chat says 'No API key configured. Add your Anthropic API key in Settings → AI.'" You haven't saved your own key, and no hosted key covers the call. See [Bring your own Anthropic key](https://productos.ca/documentation/guides/ai/byo-anthropic-key). ### "AI features ran fine yesterday but error today" Anthropic key rate-limited or rotated: 1. Check **Settings → AI**: is a key saved at all, and is it the one you expect? The field shows the saved key masked, with a show/hide toggle. 2. Hit a small test (the copilot chat input) and read the error in the toast; it carries Anthropic's message. 3. If the message mentions a rate limit (a 429 from Anthropic), your Anthropic account hit a tier limit, wait or upgrade your Anthropic plan. 4. If it says the key is invalid (a 401 from Anthropic), the key was rotated or revoked on Anthropic's side. Re-paste in ProductOS. ### "AI theme suggestions look wrong" ProductSense's *Suggest missing links* check proposes theme links from the titles and descriptions it can see; rows that are just a title get weak matches. Run *Polish descriptions* from [ProductSense cleanup](https://productos.ca/documentation/guides/workflows/productsense-cleanup) first, then re-run *Suggest missing links*. The embedding-based `POST /api/ai/cluster-themes` endpoint groups feedback by cosine similarity instead (default threshold `0.62`, tunable in the request body) and is reachable only from an in-app session, not with API tokens. ## Performance ### "List endpoint feels slow on a large workspace" - Add filters. `?status=new` is much faster than no filter. - Use the export endpoint for full-dataset pulls. See [Pagination](https://productos.ca/documentation/api/v1/pagination). - Pagination past `offset=10k` is slow by design, paginate by filter, not deep offset. ### "Dashboard slow to load" - Trash old `wont-do` / `addressed` feedback you no longer need; rows in Trash are excluded from lists and counts. - ProductSense's *Polish descriptions* check flags near-duplicate rows; merging them shrinks the working set. ## Data integrity ### "Feedback I trashed isn't in Trash" Trashed rows stay in **Trash** until someone restores them or an admin/owner clicks **Delete permanently**; there is no automatic purge. If a row isn't there, it was permanently deleted. **Settings → Audit Log** (entity type `feedback`) shows who did it. ### "Sequence ID I expected (FEAT-000123) doesn't exist" Sequence IDs are issued at row creation and **never reused**: even after hard delete. If `FEAT-000123` doesn't exist, the row was either hard-deleted or never created. Filter **Settings → Audit Log** by entity type `features` to confirm. ## Contact support Email support@productos.ca, or use the in-app feedback button (`⌘/` / `Ctrl+/`). Include: - Your workspace slug (shown under **Settings → Workspace**) - A short repro (steps to reproduce) - The `error.code` and `error.message` from any API error response you've seen ## Next - [FAQ](https://productos.ca/documentation/guides/faq): the questions that come up before you have a specific problem.