Help CenterGetting Started

General Troubleshooting Guide for SheetXAI

Overview

If SheetXAI isn't working as expected or the AI says you've completed a step but it's still not functioning, follow this troubleshooting guide before reaching out to support. Many issues can be resolved by reauthorizing or refreshing permissions.

Step 1: Reauthorize SheetXAI (Try This First!)

This is the most common solution when features aren't working even though you've followed the AI's instructions.

For Google Sheets:

  1. Open Google Sheets and go to Extensions → SheetXAI → Settings
  2. Scroll to the bottom of the settings panel
  3. Click "Reauthorize" or "Refresh Permissions" (the exact button name may vary)
  4. Grant all requested permissions when prompted
  5. Close and reopen SheetXAI
  6. Test your feature again

For Excel:

  1. Open Excel and click the SheetXAI tab
  2. Go to Settings
  3. Look for "Reauthorize" or "Refresh Permissions" option
  4. Grant all requested permissions when prompted
  5. Restart Excel if needed
  6. Test your feature again

Why This Works: Sometimes permissions get out of sync, especially after Google/Microsoft updates or when switching between accounts. Reauthorization refreshes all permissions and often resolves issues immediately.

Step 2: Check Your API Keys

If reauthorization doesn't solve the issue, verify your API keys are correctly configured:

  1. Open Settings in SheetXAI
  2. Search for your API provider (e.g., "OpenAI", "OpenRouter", "Straico")
  3. Verify your API key is entered correctly (no extra spaces, complete key)
  4. Check if the integration is turned on (some integrations have toggle switches)
  5. Save settings and test again

Step 3: Activate SAI Formula (Google Sheets Only)

If formulas aren't working:

  1. Go to Extensions → SheetXAI → Activate SAI Formula
  2. This needs to be done once per spreadsheet
  3. After activation, try your formula again

Learn more: See our detailed guide on activating SAI formulas.

Step 4: Clear Cache and Refresh

Sometimes cached data causes issues:

  1. Close SheetXAI completely (close the sidebar/panel)
  2. Refresh your browser (for Google Sheets) or restart Excel
  3. Reopen SheetXAI
  4. Test your feature again

Step 5: Check Account Issues

If you're experiencing account switching or permission errors:

  1. Verify you're using the correct Google/Microsoft account
  2. Sign out of all accounts and sign back in with the account that has SheetXAI access
  3. Check that your account has active SheetXAI access (LTD, subscription, or credits)
  4. Try using a dedicated browser profile for your SheetXAI account

Learn more: See our first-use troubleshooting guide for detailed account management solutions.

Step 6: Verify Integration-Specific Settings

For integrations that aren't working:

  1. Check that the integration is enabled in Settings
  2. Verify your API key/credentials are correct for that specific integration
  3. Review the integration's specific requirements (some need minimum account balances or commitments)
  4. Check if you need to add the integration via the "+" icon next to "current sheet"

Step 7: Check for Error Messages

Look for specific error messages that can guide you:

  • "Bad Request": Usually an account or permission issue - try reauthorization
  • "API Key Invalid": Check your API key in Settings
  • "Insufficient Credits": Add credits or check your account balance
  • "Integration Not Found": Make sure the integration is enabled and you've added it to your sheet

Step 8: Review Integration-Specific Troubleshooting

Many integrations have their own troubleshooting sections:

Still Not Working?

If you've tried all the steps above and the issue persists:

  1. Document what you've tried: Note which steps you completed
  2. Take a screenshot of any error messages
  3. Note what the AI said you should do vs. what's actually happening
  4. Reach out to support with this information

Contact Support:

  • Email: david@sheetxai.com
  • Include: Screenshots, error messages, and steps you've already tried

Quick Reference Checklist

Before contacting support, make sure you've tried:

  • Reauthorized SheetXAI (Step 1)
  • Verified API keys are correct (Step 2)
  • Activated SAI Formula if using formulas (Step 3)
  • Cleared cache and refreshed (Step 4)
  • Checked account and permissions (Step 5)
  • Verified integration-specific settings (Step 6)
  • Reviewed error messages (Step 7)
  • Checked integration-specific troubleshooting (Step 8)

Remember: Reauthorization solves most issues! Always try Step 1 first before reaching out to support.

Last updated on 2025-12-21

Contact Support