Start here
Troubleshooting
What you see, why it happens, and what to do about it.
First, working is not stuck: heavy reports take 2 to 4 minutes, a first competitive analysis up to 30, and new progress lines mean Winston is working. Runs continue on the server, so reloading or leaving the tab loses nothing.
"Invalid or expired sign-in link"
One-use link. Request a new sign-in link. Check spam.
Sign-in email never arrives
Spam filter, or the invite was never sent. Check spam. Ask the person who invited you to resend.
Timer stuck, no new lines for 10+ min
Display lag or a very large pull. 1. Reload the page. 2. Type abort, send it, ask again. 3. No new lines for 25 minutes, or it keeps happening? Email support@winston.team from the email tied to your account with the workspace name and what you were doing.
Header says Disconnected
Usually a dropped connection between your browser and the server. Reload. If it stays Disconnected, wait a minute and reload again, then email support.
Padlock, greyed Run
Needs a connector. Hover the padlock. Settings → Connections.
Out of credits message, or credits near 0
Balance used; at zero Winston does no work. Billing → Payment method, add a card or link a bank, choose a plan, or ask an admin to.
Numbers differ from your POS
Date window, or sellable vs. total on-hand. Check the scope line. Compare sellable on-hand for the same completed day.
A date looks one day off
Timezone. Winston reports completed store days in the timezone shown in the scope line. Repeat the request with the timezone spelled out.
Winston used the wrong store
The request did not name a store. Check the scope line, then reply naming the store the way your POS does ("Only Downtown"). Winston reruns.
A Pending publish item you didn't request
The prompt included a publish step. Preview, Reject if unwanted. Add "don't publish" next time.
Approved, but nothing showed up in Slack
Delivery failed after the approval. Check Work Audits → Completed and the channel itself. If the audit is Completed and the post is missing, the Slack connection may need reconnecting by an admin.
Slack bot cannot see the channel
Winston has not been invited to that channel. In the channel, type /invite @Winston, then ask again.
Scheduled job did not run
Paused, or the delivery target changed. Open Scheduled Tasks: the card shows Enabled or Disabled and the next run. Ask in Chat to re-enable it. Enabled but nothing arrived? Email support.
Attachment failed
File too large, or an unsupported type. PDFs and common document types work best. Try a smaller file or one invoice at a time.
I approved the wrong thing
It happens. Ask Winston to unpublish a web page; sent emails and Slack posts are final.
Need a human
Questions this page does not answer. Email support@winston.team from the email tied to your account, with the workspace name and what you were doing.