--- title: Troubleshooting & support description: Fixes for common problems when an AI agent works with Markloop, and how to contact support. section: Help order: 20 --- 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:** 1. Open the connector settings in your AI client and connect Markloop again. In Claude, open **Customize** > **Connectors**. 2. 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](/docs/connect). ## 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:** 1. In the Markloop app, open **Connect agent**. 2. Click **Scope & access** (or **Give access** if the workspace has no access yet). 3. 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:** 1. Tell the agent to pull the document again (`markloop_pull`). 2. Apply the changes to the new current version. 3. 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](/docs/sharing). ## 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](/docs/connect#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](/docs/connect#claude-claude-ai-desktop-and-mobile). ## 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:** 1. Start a new conversation. 2. 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](/docs/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](mailto: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](/docs/data-security). The legal terms are in the [Terms of Service](https://markloop.io/terms-of-service) and the [Privacy Policy](https://markloop.io/privacy-policy).