# Troubleshooting

## Twin not responding

- Confirm you are subscribed or still in trial (**Subscription** page)
- Check [https://base.hi.speak-to.ai](https://base.hi.speak-to.ai) loads and you are signed in
- Try an incognito window on your public link

## Weak or wrong answers

- Add or update knowledge; check **Explore** for bad chunks
- Use **Reflect** for gaps
- Simplify conflicting documents

## Embed not loading

- Verify iframe `src` uses `hi.speak-to.ai`
- Check CSP `frame-src` allows our domain
- Try `?embed` for a minimal UI

## Messaging (Pro)

- Confirm Pro plan and **Messaging** enabled
- Check usage meter — hard limits pause sends until next period or upgrade

## Billing

- **Subscription → Manage billing** for Stripe portal
- Base → Pro upgrades happen in-console, not via a second Payment Link
- On iPhone (invite-only app): use **Restore Purchases** if Base did not unlock after you paid; manage Apple plans under iPhone Settings → Subscriptions

## Sign-in code (email)

- Check spam / promotions for the one-time code
- Wait a minute, then request a new code
- Confirm you are using the same email as your console account
- On iPhone, Face ID (or device passcode) may unlock the app after you have signed in once; it does not replace the email code for first login

## Contact support

- [hello@prifina.com](mailto:hello@prifina.com)
- Console [Get help](https://base.hi.speak-to.ai/support)
- Include your AI-Name (public link name) and a short description of the issue