You send a message in Cortex chat and one of these happens:
- The message appears in the thread, but no AI reply arrives
- A thinking or loading indicator runs indefinitely ("spinner forever")
- The reply area stays blank after the message is sent
- Chat worked earlier, then stopped responding mid-session
Applies to Desktop Cortex Workspace and the web onboarding / support chat unless noted.
- Credits are still loading or not available on the current organization
- You are signed in to the wrong organization (personal vs enterprise)
- Network interruption while the model request was in flight
- A temporary model or service issue
- The session needs a refresh after a long idle period
- Confirm you are signed in (Settings → account / sign-in state).
- If you use an enterprise org: Settings → Switch Organization and verify the correct org is active.
- Look for a credit balance in the UI (often lower-left on Desktop). Note whether it shows a number, zero, or still loading.
- Note any error banner or toast text exactly as shown.
- Note platform: Desktop app vs browser, and OS (macOS / Windows).
- Wait 30–60 seconds if credits or the workspace just finished loading. Send a short test message like
ping.
- Refresh once (Desktop: reload the window; web: refresh the page), then send another short test message.
- If credits show zero or still loading: switch to the correct organization, or wait until credits finish loading, then retry. See Credits missing or still loading.
- Sign out and sign back in with the same email, reopen the project folder, and retry one short message.
- On Desktop: quit the app fully, reopen, open the same project, and retry.
- A normal AI reply appears for your test message within about 30 seconds
- Credit balance (if shown) is a stable number, not an endless loading state
- You can send a second message and get another reply
Email support@withcortex.ai if:
- You completed Resolution Steps 1–5 and still get no reply
- The same error banner returns after refresh and re-login
- Only one organization or machine is affected after the steps above
Include a screenshot of the chat and any error banner.
- Platform: Web or Desktop
- App version (Desktop) or browser name/version (Web)
- OS: macOS / Windows (and version if known)
- Signed-in email domain (e.g.
@company.com) — never send passwords or OTP
- Organization name (if enterprise)
- Credit status: loaded number / zero / still loading / not visible
- Exact error message or code (copy text)
- Approximate time of failure (with timezone)
- Steps already tried from this guide