---
url: /relyai-acellemail/troubleshooting.md
description: >-
  Common RelyAI problems and their fixes — greyed-out AI features, missing keys,
  failed test connections, an absent chatbox, an agent that won't act, missing
  coaches, and update or integrity issues.
---

# Troubleshooting

Most issues are a license that isn't Active, an engine that isn't connected, or a feature flag switched off. Find your symptom and work the steps. For a verbatim message, check the [Error reference](/relyai-acellemail/errors) first.

## AI features are greyed out, or "Enter a valid RelyAI license key"

AI stays disabled until the license is Active.

1. Open **RelyAI → Settings → License**.
2. Paste your key → **Activate**.
3. Once it verifies as Active on this domain, the AI surfaces switch on.

If you see *"Enter a valid RelyAI license key to enable AI features"*, this is the cause. See [Licensing](/relyai-acellemail/licensing).

## "No AI API key is configured"

The message *"No AI API key is configured. Please set one in Admin → RelyAI → Settings."* means the license is active but no engine is connected.

1. **RelyAI → Settings → Engines & Keys** → **Add Engine** (provider + model + API key).
2. **Set as Default**.

See [Connect an engine](/relyai-acellemail/guides/connect-an-engine).

## Test Connection fails

On **Engines & Keys**, **Test Connection** runs a live call. If it doesn't reach *"Connection successful"*, re-check the engine's **API key**, the selected **Model**, and — for Ollama — the **Base URL**.

## The chatbox doesn't appear

Check in order:

1. **Support chatbox** flag is on — **Settings → Feature Flags**.
2. The launcher isn't hidden or mispositioned — **Settings → Appearance**.
3. The license is Active.

See [Feature flags and permissions](/relyai-acellemail/guides/feature-flags-and-permissions).

## The agent can't take actions

If the chatbox answers but won't *do* anything, **Agent chat** is off (it ships off).

1. Turn on **Agent chat** — **Settings → Feature Flags**.
2. Turn on the **specific tool flag** for the action (e.g. automations or campaign tools) — several ship off.

## A coach chip is missing

Coaches ship off. Enable that coach's flag on **Settings → Feature Flags**. See [Coaches](/relyai-acellemail/features/coaches).

## The rewrite popover is missing

The **Universal Rewrite** flag is off. Turn it back on in **Settings → Feature Flags**. See [Rewrite](/relyai-acellemail/features/rewrite).

## An update won't install

Almost always an entitlement issue — a Lifetime license needs an active **Support & Updates** plan to install *new* releases. Your installed version keeps working regardless. See [Updating](/relyai-acellemail/updating).

## "Sync required" on integrity

A *"Sync required"* status on **Integrity & Updates** indicates file changes since the last baseline (typically after an upgrade):

* **Advisory only:** Does not block plugin execution.
* **Resolution:** Automatically re-syncs on the next admin page load. See [File integrity](/relyai-acellemail/features/file-integrity).

## Related pages

* [Error reference](/relyai-acellemail/errors) — the verbatim messages behind these symptoms
* [Licensing](/relyai-acellemail/licensing) — activating and re-activating your key
* [Connect an engine](/relyai-acellemail/guides/connect-an-engine) — providers, keys and defaults
* [Feature flags and permissions](/relyai-acellemail/guides/feature-flags-and-permissions) — every on/off switch
* [FAQ](/relyai-acellemail/faq) — buyer questions answered