> ## Documentation Index
> Fetch the complete documentation index at: https://docs.fortytwo.network/llms.txt
> Use this file to discover all available pages before exploring further.

# Common problems

> What to do when something goes wrong: account, API errors, models, limits, billing and safety.

Answers to the problems people run into most. If yours is not here, [contact support](/docs/support#support-account-api-billing-credits-errors).

## Account and sign-in

<AccordionGroup>
  <Accordion title="I can't sign in">
    Email [support@fortytwo.network](mailto:support@fortytwo.network) from your primary email, the address you sign in with.
  </Accordion>

  <Accordion title="Can I sign in with a crypto wallet?">
    Wallet (Web3) sign-in is not supported. Sign in with email.
  </Accordion>

  <Accordion title="How do you find my account?">
    By your primary email. Write from it, or include it in your message. Your primary email is on your **Account** page.
  </Accordion>

  <Accordion title="My account is suspended or restricted (account_suspended, account_restricted)">
    If you have not verified your email yet, verify it first: an unverified account cannot send API requests. Otherwise [contact support](/docs/support#support-account-api-billing-credits-errors). If you cannot sign in, email [support@fortytwo.network](mailto:support@fortytwo.network) from your registered email.
  </Accordion>

  <Accordion title="I want a copy of my data, or my account deleted">
    Use the export or delete options in the platform where they are available. Otherwise email [legal@fortytwo.network](mailto:legal@fortytwo.network).
  </Accordion>

  <Accordion title="I'm under 18">
    Fortytwo accounts are for people aged 18 or older.
  </Accordion>
</AccordionGroup>

## API

<AccordionGroup>
  <Accordion title="My API key doesn't work (401, invalid_api_key)">
    Check that you copied the whole key and that it was not revoked. A key is shown only once: if you lost it, create a new key in the platform and revoke the old one.
  </Accordion>

  <Accordion title="My API key leaked">
    Revoke it in the platform **now** and create a new one. If you see usage you don't recognise, [contact support](/docs/support#support-account-api-billing-credits-errors).
  </Accordion>

  <Accordion title="Error 429 rate_limit_exceeded">
    You sent more requests per minute or per hour than your tier allows. Wait for the number of seconds in the `Retry-After` header, then try again. Your limits are on the **Tier and limits** page.
  </Accordion>

  <Accordion title="Error 429 concurrency_limit_exceeded or capacity_exhausted">
    Too many requests are running at the same time, or the network is busy. We also limit how many requests can run at the same time. This limit is not published, and it can change with the load on the network while we scale. Under high load you can get a 429 even when you are within your per-minute and per-hour limits. Wait for the `Retry-After` time and try again. Sending fewer requests at the same time helps.
  </Accordion>

  <Accordion title="Errors like admission_unavailable, server_draining, upstream_error or upstream_timeout">
    A temporary problem on our side. Wait a short time and retry. After `upstream_error` or `upstream_timeout`, part of the first request may already be charged, and each retry is charged as a new request. Check **API status** on the platform **Home** page.
  </Accordion>

  <Accordion title="Slow answers, or errors that keep happening">
    Check API status first. If it continues, use [Contact support](/docs/support#support-account-api-billing-credits-errors), topic **API errors and latency**. Include the time (UTC), the model, the error code and the request ID if you have one. Never include your key.
  </Accordion>

  <Accordion title="Error 404 model_not_found">
    Check the model name. The current models are listed in the platform and on [Models](/docs/models).
  </Accordion>

  <Accordion title="My requests stopped: insufficient_quota">
    Your balance is used up. Buy credits on the **Credits** page and try again.
  </Accordion>

  <Accordion title="account_spend_limit_reached">
    The account's **Monthly spend limit** was reached. Raise or remove it on **Credits**, under **Usage limits**. It also resets on the 1st of the month.
  </Accordion>

  <Accordion title="billing_limit_exceeded">
    This key's **Spend limit** was reached. Raise it in **API keys** → **Edit**, or use another key.
  </Accordion>

  <Accordion title="payment_hold">
    A payment you made is disputed with your bank, so the credits from it are on hold and the rest of your balance is not enough to run requests. Add credits with another card on the **Credits** page. If you disputed the payment by mistake, ask your bank to withdraw the dispute.
  </Accordion>

  <Accordion title="Error 400 invalid_request">
    The request has a field or a value the API does not accept. The API rejects unknown fields instead of ignoring them. Remove fields your tool or library adds that are not in the [API reference](/apis/api-reference-intro), and check the values. If you send an earlier reply back in `messages`, remove its `reasoning`, `reasoning_details` and `refusal` fields.
  </Accordion>

  <Accordion title="Error 400 unsupported_content_type">
    You sent content the model does not accept, such as audio, video or a file. Send text, and images where the model accepts them.
  </Accordion>

  <Accordion title="Error 415 unsupported_content_type">
    The `Content-Type` header is missing or wrong. Send `Content-Type: application/json`.
  </Accordion>

  <Accordion title="Error 408 request_timeout">
    The request did not finish uploading in time. Check your connection, or send less data — for example, send images by URL instead of inside the request.
  </Accordion>

  <Accordion title="Error 413 request_too_large">
    The request or one of its images is too large. Send smaller images, or fewer of them.
  </Accordion>

  <Accordion title="Can I call the API from a web page in the browser?">
    No. Call it from your own server and keep the API key there. Browsers block the call, and a key in a web page can be stolen.
  </Accordion>

  <Accordion title="How do I use the API, or connect a tool?">
    Start with [Get access](/docs/access) and [Quickstart](/docs/quickstart). The community may also help here, as general information.
  </Accordion>
</AccordionGroup>

## Models

<AccordionGroup>
  <Accordion title="The answer was wrong or low quality">
    AI answers can be wrong. Please tell us through [Feedback](/docs/support#ideas-feedback-and-small-bugs), type **Models**.
  </Accordion>

  <Accordion title="The model produced harmful or unsafe content">
    Use [Report a security issue](/docs/support#security-issue), area **Model behavior and AI safety**.
  </Accordion>
</AccordionGroup>

## Limits and tiers

<AccordionGroup>
  <Accordion title="I need higher limits">
    Use [Request upgrade](/docs/support#higher-limits-or-a-tier-upgrade), not Support.
  </Accordion>

  <Accordion title="I meet the requirement, but my tier hasn't changed">
    Upgrades are reviewed by our team. Send a [request](/docs/support#higher-limits-or-a-tier-upgrade). An upgrade can take effect from the start of the next month or later.
  </Accordion>

  <Accordion title="I need more than the highest tier">
    Use the [upgrade form](/docs/support#higher-limits-or-a-tier-upgrade) and choose **Enterprise API terms**.
  </Accordion>
</AccordionGroup>

## Billing and credits

<AccordionGroup>
  <Accordion title="My payment failed or my card was declined">
    Check the card or try another one. After a failed payment, **Auto-reload** turns off: turn it back on in **Credits**. Still stuck? [Contact support](/docs/support#support-account-api-billing-credits-errors), topic **Billing and credits**.
  </Accordion>

  <Accordion title="I paid, but my credits don't show">
    Wait a few minutes and refresh the **Credits** page. Still missing? [Contact support](/docs/support#support-account-api-billing-credits-errors), topic **Billing and credits**, with the date and amount.
  </Accordion>

  <Accordion title="I don't recognise a charge">
    [Contact support](/docs/support#support-account-api-billing-credits-errors) first; it is usually the fastest way. If you dispute the payment with your bank, the credits from that payment are put on hold and the card can't be used on Fortytwo until the bank decides. The rest of your balance stays available. Contacting us first does not affect your rights.
  </Accordion>

  <Accordion title="I need a receipt">
    Stripe emails a receipt to your primary email after each purchase. You can also open **Credits** → **Top-up history** and press **View** on the purchase.
  </Accordion>

  <Accordion title="I want a refund">
    Purchased credits do not expire. Unused purchased credits are refunded when you close your account, minus any outstanding charges. For refunds and withdrawals, email [legal@fortytwo.network](mailto:legal@fortytwo.network).
  </Accordion>

  <Accordion title="I use Fortytwo through another service">
    For billing and account questions, contact that service first.
  </Accordion>
</AccordionGroup>

## Safety

<AccordionGroup>
  <Accordion title="I found a security vulnerability">
    Use [Report a security issue](/docs/support#security-issue). Do not post it publicly. If you cannot use the form: [security@fortytwo.network](mailto:security@fortytwo.network).
  </Accordion>

  <Accordion title="Someone claiming to be Fortytwo contacted me">
    Do not click links or share anything. Check the sender domain. Report it through [Report a security issue](/docs/support#security-issue) or to [security@fortytwo.network](mailto:security@fortytwo.network), and tell a moderator.
  </Accordion>

  <Accordion title="Someone asked for my API key or password">
    Do not share it. Fortytwo never asks for it. Report the account to a moderator.
  </Accordion>
</AccordionGroup>

## Other

<AccordionGroup>
  <Accordion title="Ideas, bugs, docs mistakes">
    [Feedback](/docs/support#ideas-feedback-and-small-bugs)
  </Accordion>

  <Accordion title="Harbor, on-premises, private cloud">
    [Harbor](/docs/support#fortytwo-harbor-on-premises-or-private-cloud-for-your-organisation)
  </Accordion>

  <Accordion title="Legal, privacy, complaints">
    [legal@fortytwo.network](mailto:legal@fortytwo.network)
  </Accordion>
</AccordionGroup>


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