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FAQ & troubleshooting

Common questions and fixes for AccuPredix customers and admins.

Getting started

I cannot create an organization

  • Check whether platform maintenance mode is on (banner at top of app).
  • Sign-ups may be disabled by the operator (disable_signups flag).
  • Try a different browser or clear cookies if JWT is stale.

Onboarding loops back after login

Every org in the account must have an industry selected. Complete onboarding or pick an org that already has one from the org switcher.

I do not see Usage & health in the sidebar

That page requires admin or owner role. Viewers and analysts use Billing for plan info or ask an admin.

Data upload

Upload fails validation

Error Fix
Missing required columns Add customer_id, product_id, order_date, ordered_qty
Unparseable dates Use ISO dates (2024-03-15) or unambiguous DD/MM/YYYY
Duplicate keys One row per order line; do not pre-aggregate to monthly
File too large Split by year or use a connector (Growth+)

See Upload data.

Readiness score is red (blocked)

Common blockers:

  • Less than 3 months of history overall
  • Latest data older than 6 months
  • Unstable product or customer IDs across time

Fix data in source system or CSV, then re-upload.

Revenue columns missing — is that OK?

You can run with four required columns only. Adding revenue or unit_price improves value-based analytics and Top-N ranking.

Forecast runs

Run stuck in queued or running

  • Dev: Celery may be eager — wait a minute and refresh.
  • Prod: Check with your operator that workers are running.
  • Failed runs show failed status with events on the run detail page.

Run failed immediately

  • Data readiness may have regressed — re-check upload.
  • Plan run quota exhausted — see Billing or Usage & health.
  • Org suspended by operator — contact support.

Accuracy looks wrong

  • Short history → cold-start estimates; expect wider bands.
  • Recent promotions not in events table can skew trends.
  • Compare two runs on Compare after fixing data.

See Understanding forecasts.

Data drift banner (Growth+)

Means backtest error is trending up for some series. Consider retraining, reviewing promotions, or checking for master-data changes.

Notifications & email

No completion email

  1. Notifications → Forecast completed = on
  2. Check spam folder
  3. Operator must configure SMTP in production

Push notifications not working

  • Requires Starter+ and browser permission
  • App must be served over HTTPS
  • Server needs VAPID keys configured

API & integrations

API returns 401

Invalid or revoked API key. Create a new key under API keys.

API returns 402

Monthly run quota exceeded without overage allowance. Upgrade to Growth or wait until next billing period.

API returns 403 from my server IP

Workspace IP allowlist (Growth+) may block your integration host. Add the IP in workspace security settings.

Connector shows needs reconnect

OAuth token or API credential expired. Edit connector → Connect or update secrets. See Integrations.

Shopify webhook not firing

  • ACCUPREDIX_APP_PUBLIC_URL must be set on server
  • Webhook URL must match connector card exactly
  • Shopify app must send order events

Billing

Upgrade did not apply

Stripe webhooks must reach the BFF. In dev, use dev-set-tier or operator tier override in Admin console.

Trial expired

Org may downgrade to Freemium with reduced limits. Upgrade on Billing.

Account & access

Forgot password

Use Forgot password on login page.

Cannot invite member

Only admin+ can invite. Check member limit on your plan.

Wrong organization shown

Use org switcher (top bar). Recent selection is stored in browser local storage.

Still stuck?

  1. In-app Support (/support) — submit a ticket
  2. Include org name, workspace, run ID, and screenshot
  3. Security issues: security@accupredix.com (not Support)