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 be copied incorrectly, revoked, or tied to an OpenAI project that is not available to the account.

Fix

1. Create a fresh key in the OpenAI project you want TracsConnect to use.
2. Paste the key again without extra spaces.
3. Fill in Organization ID or Project ID only when your OpenAI account requires them.

When to contact support

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

The test passes but AI features do not appear

Symptom

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

Cause

The workflow may still be limited by rollout, role, or shop configuration.

Fix

1. Confirm the shop is included in the ChatGPT 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.

OpenAI usage is higher than expected

Symptom

Your OpenAI account shows more usage than the shop expected.

Cause

More staff or workflows may be using AI assistance than originally planned.

Fix

1. Review usage by project in OpenAI.
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 ChatGPT setup window. Do not send the secret key.