Troubleshooting & support
Fixes for common problems when an AI agent works with Markloop, and how to contact support.
Most of these messages go to your agent, which usually follows them. If it doesn't, tell it what to do.
The agent says to re-authorize
You see: Your Markloop access has changed. Re-authorize this connection in your MCP client settings.
Cause: What you granted the agent changed after it signed in. For example, you changed the scope, disconnected a workspace, or clicked Disconnect everywhere.
Do this:
- Open the connector settings in your AI client and connect Markloop again. In Claude, open Customize > Connectors.
- Sign in and approve the connection in your browser.
Retrying the same request doesn't help. For the steps in each client, see Connect your AI tool.
The agent cannot see a project or a workspace
Cause: The agent reaches only the workspaces and projects you gave it access to, and only projects you can edit.
Do this:
- In the Markloop app, open Connect agent.
- Click Scope & access (or Give access if the workspace has no access yet).
- Add the project, or give access to all projects in the workspace.
If you are a reviewer in the project, your agent can connect only if a project owner turns on MCP access for you. That agent can read and comment but can't upload versions.
You can give access to up to 10 workspaces. To add another workspace, disconnect one first.
The agent cannot download a document
You see: The agent gets a network error, a proxy error or a "blocked by allowlist" error when it opens the download URL.
Cause: Some agents run in a sandbox that blocks most internet domains. Examples are Claude Code on the web and cloud coding agents.
Do this: Tell the agent to call the same tool again with contentMode: "inline". The document then comes back in the tool response. Large documents come back in parts.
The agent cannot upload a file
The markloop_request_upload tool gives two upload addresses: uploadUrl and presignedUploadUrl.
You see: The upload to the storage address fails with a network, proxy or allowlist error.
Cause: The sandbox blocks the storage domain.
Do this: Upload to uploadUrl. This address is on the Markloop domain.
You see: The upload to uploadUrl fails with status 413.
Cause: uploadUrl accepts files up to 4 MB.
Do this: Upload the file to presignedUploadUrl.
Markloop refuses a new version
You see: Document moved on (now v5); re-pull and reapply before pushing (the version number changes).
Cause: Someone uploaded a newer version after your agent downloaded the document. Markloop refuses the upload so the agent doesn't overwrite changes it hasn't seen.
Do this:
- Tell the agent to pull the document again (
markloop_pull). - Apply the changes to the new current version.
- Upload again.
A republish to a client's copy works the same way. If the copy changed, pull the copy again, then republish.
The agent says the workspace's trial has expired
You see: This workspace's Markloop trial has expired. Ask the workspace owner to choose a plan to restore agent access. The message may include the workspace name.
Cause: The workspace has no active subscription, so agents can't reach it.
Do this: A workspace owner or admin opens Billing in the Markloop app and chooses a plan. Agent access returns once the subscription is active, without reconnecting.
A reviewer can't open a shared document
You see: The reviewer gets one of these messages instead of the document:
- "This document is unavailable" (invited reviewer, in the app) or "This link has expired" (public link): the workspace that shared the document has no active subscription.
- "Link expired or no longer valid" (public link): the link was turned off or passed its expiry date.
Do this: If the subscription is the cause, a workspace owner or admin opens Billing in the app. If the link is the cause, create a new link in the Share dialog and send it. See Share a document.
ChatGPT blocks Markloop or has no Create custom MCP server
You see: There is no Create custom MCP server option in ChatGPT, or a Markloop write call fails with "This tool call was blocked…".
Cause: In ChatGPT Business, Enterprise and Edu workspaces, custom MCP servers are off until a workspace admin allows them. Some Business workspaces also block write tools until the admin allows write actions.
Do this: Ask your ChatGPT workspace admin to allow custom MCP servers, or to add Markloop for the workspace with write actions allowed. Then sign in to Markloop again. See ChatGPT for the settings as of October 2026.
You can't add a connector in Claude Team or Enterprise
Cause: In a Claude Team or Enterprise organization, only Owners and Primary Owners (and on Enterprise, custom roles with "Manage access to Libraries") can add custom connectors.
Do this: Ask an Owner to add Markloop under Organization settings > Connectors. You then click Connect and sign in. See Claude.
You can't add Markloop on the Claude Free plan
Cause: The Claude Free plan allows one custom connector. If you already have one, Claude won't let you add Markloop.
Do this: Remove the other custom connector, or use a Claude plan that allows more than one.
New Markloop tools do not appear
Cause: Some AI clients keep the list of tools from the time you connected.
Do this:
- Start a new conversation.
- If the tools still don't appear, disconnect Markloop in your AI client and connect it again.
For the current list of tools, see MCP tools.
The agent hits a rate limit
You see: Rate limit reached: at most … per hour for this workspace. Try again in about … min — retrying sooner will not help.
Cause: Markloop limits how many documents, versions, comments and upload requests an agent can create in one hour.
Do this: Wait for the time in the message, then continue. Retrying sooner doesn't help. If your normal work hits this limit, contact support.
Support
Email hi@markloop.io. A person reads every message.
To help us answer quickly, include:
- the AI client you use (for example Claude, ChatGPT, Cursor or Claude Code),
- what you asked the agent to do,
- the exact error message,
- the link to the document, if the problem is about one document,
- roughly when it happened.
Do not send passwords, access tokens or upload URLs.
For questions about data and access, see Data & security. The legal terms are in the Terms of Service and the Privacy Policy.