Start here
Troubleshooting
Start by checking the workspace, the relevant conversation or task, and the latest status. Avoid launching duplicate work while the first attempt may still be running.
What you see, and what to do
| What you see | What to do |
|---|---|
| Link already opened, or an invalid or expired sign-in link | A sign-in link only counts once you press Continue to Winston. If the page says it was already opened, your mail security followed it first: use Send a new link there, then use the newest email. Check spam if it does not arrive. |
| Invitation or sign-in email missing | Check spam and confirm the email address with the person who invited you. Ask for a resend if needed. |
| Disconnected | Reload once and check your network. If it persists, contact Support with the time and workspace. |
| Winston couldn't load your overview right now | A loading problem, not an all-clear: the page says so itself, and the checks keep running underneath it. Use Try again. If it keeps happening, reload once, then contact Support with the time and workspace. |
| No new progress | Reopen the same conversation and inspect its status. Large or external-source tasks can take longer. Before stopping or repeating work, check whether any output or action already completed. |
| Prompt locked or unavailable | Read its connection requirement and check Settings → Connections with an admin. A connected source may still lack required fields. See Connect your tools. |
| No relevant Overview card | Open monitoring Details and Edit. Check enabled areas, sensitivity, queue state and source availability. No card does not necessarily mean a successful check. See Cards and statuses. |
| A card disappeared | Check the resolved count beside Check now first. Otherwise it was snoozed (it returns at the next check) or dismissed (hidden for good, for you only). Both show an Undo toast at the time. See The card menu. |
| Winston can't sign in to your store data, or Couldn't sign in to Snowflake | The data warehouse refused the connection's login, so no check can run. An admin should reconnect it under Settings → Connections, or use the Contact support button on the page, which comes with the description filled in. Nothing on the page is an all-clear until a check runs. |
| Winston hasn't checked your stores yet | Connected, but no check has read your data successfully. Open Details for each check's reason: not connected, no store data yet, data only through a date, or didn't finish with a retry time. See Cards and statuses. |
| Overview is blurred | Either the workspace has no connected data warehouse (the page says "Overview requires a connected Snowflake connector" and offers Connect POS), or the free trial has ended and the workspace needs a plan. The sample cards are not your data. See Account and access. |
| Standing note could not be applied | Open Overview → Edit. Read the explanation; stored text is not proof of an applied rule. Clarify the note and save again, or contact Support if the error persists. See Monitoring settings. |
| Review says evidence is missing or truncated | Keep the card title and conversation link. Ask Winston to identify the missing items. Do not accept a guessed total or confuse a new query with the original saved evidence. |
| Wrong workspace or store in a reply | Compare the workspace switcher and card scope. Correct the context before acting; report a repeated mismatch. |
| Source date is old, ambiguous or in the future | Compare Last checked with the card's data date and timezone. Ask which source or snapshot was used. Report unexplained dates; Check now does not necessarily refresh the source. |
| Numbers differ from the POS | Match store, dates, timezone, transaction filters, inventory definition and formulas. Follow Reconcile a number. |
| Unexpected Pending publication | Read the proposal and reject it if unwanted. For future work, explicitly request a draft with no publication. |
| Approved, but output is missing | Check the actual destination and delivery state. Do not repeat an external action until you know whether the first attempt succeeded. |
| Scheduled result did not arrive | Separate disabled schedule, execution failure and delivery failure. Switch on Scheduled task failures under Your checks so the next one reaches you. Follow Scheduled-task troubleshooting. |
| Asked for a verification code when changing a role | Expected. Role changes and ownership transfers are confirmed with a six-digit code emailed to you. "That code has expired or was already used" means send a new one; "Too many codes requested" means wait a few minutes. See Transfer ownership. |
| Owner is not offered in the role picker | Only the current owner sees it. Ask the owner to promote you or invite you as Owner; if the owner has left, contact Support. |
| A workspace for your organization already exists (Treez sign-up) | The message names the workspace owner's address with a mailto link. Ask them to invite you rather than creating a second workspace. |
| No email from Winston | Email is off until you switch it on per check. Open Your checks from a card's menu and read the line at the bottom: it states whether anything is set to email you. See Monitoring settings. |
| Out of credits | Check Billing and Usage, or ask the billing owner. Review current purchase options and terms before changing the plan. Confirm any failed task separately after credits are available. See Account and access. |
| Attachment could not be read | Check the response for supported format and size guidance. Try one legible document and confirm all pages were read. |
| You approved the wrong action | Stop related future work where possible and inspect the destination. Ask Support about recovery; sent messages and changes may not be reversible. |
Contacting Support
Use Support in the app or email support@winston.team. Include the workspace, card or task name, expected versus actual behavior, time and timezone, and the relevant conversation or output link.
Share only the evidence needed. Exclude credentials and unrelated personal data.