Troubleshoot

The connection test says the key is invalid

Symptom

The setup window shows a red error after you click Test connection.

Cause

The key may have been copied incorrectly, revoked in Anthropic, or created under the wrong account.

Fix

1. Create a fresh key in Anthropic Console.
2. Copy it directly from Anthropic and paste it into TracsConnect without extra spaces.
3. Click Test connection again before saving.

When to contact support

Contact support if a new key still fails for the same shop.

The test passes but AI features do not appear

Symptom

Anthropic is saved, but staff do not see the expected AI-assisted workflow.

Cause

The workflow may still be limited to a specific rollout group or user role.

Fix

1. Confirm the shop is included in the Anthropic rollout.
2. Confirm the user has the dashboard permissions needed for the feature.
3. Sign out and back in after permissions are changed.

When to contact support

Contact support with the shop name and the feature you expected to see.

Anthropic usage is higher than expected

Symptom

Your Anthropic account shows more usage than the shop expected.

Cause

More workflows or users may be using AI assistance than planned.

Fix

1. Review usage in Anthropic Console.
2. Limit AI-assisted workflows to the staff who need them.
3. Rotate the key if you think it was used outside TracsConnect.

When to contact support

Contact support if usage continues after limiting the rollout.

When to contact support

Send support the shop name, the time of the failed test, and the exact error shown in the Anthropic setup window. Do not send the secret key.