Skip to main content
Use the checks below before contacting support.

​
Sign-in or account access

You are returned to the workspace without signing in
  • Allow cookies and JavaScript for diagram.eoeok.com.
  • Complete the Clerk sign-in window before closing it.
  • Refresh the page and try again.
DiagramAI asks you to accept the terms Review and accept the current Terms of Service and Privacy Policy. DiagramAI blocks protected actions until the current version is accepted.

​
AI generation

The balance is insufficient Open Usage to check your personal balance. In a team workspace, ask an organization Owner or Admin to check the shared balance. Purchase credits or change the plan if needed. The request is rate limited Wait for the message’s retry interval, then submit again. Avoid sending the same request from several tabs. The AI result is invalid or generation fails
  • Shorten the prompt and request one change at a time.
  • Name the components and relationships explicitly.
  • Retry later if the model is unavailable.
Failed requests do not consume credits and do not replace the current canvas.

​
Import and file limits

A .drawio or .xml file cannot be imported
  • Confirm the file is 5 MB or smaller.
  • Open it in diagrams.net to verify that it is a valid draw.io document.
  • Remove HTML, SVG, scripts, or other unsupported wrapper content.
  • Export a new .drawio file and try again.
The workspace has reached its file limit Files in trash still count. Permanently delete files you no longer need or change your plan.

​
Saving and editing

The editor shows Save failed Check your connection, then select Retry. Keep the tab open until Saved appears. A team diagram is read-only Another member holds the editing lock. Wait for them to leave the editor or ask a workspace Owner or Admin to take over. DiagramAI detects a newer browser draft Restore the draft if it contains changes that did not reach the server. Reject it if the server copy is the version you want to keep.

​
Billing

A completed purchase is not visible Payment updates arrive through Dodo Payments notifications. Wait briefly, refresh Usage & billing, and verify that the payment succeeded in the Dodo customer portal. You need to cancel a subscription Open Usage or Usage & billing, select Manage subscription, and cancel through the customer portal.

​
Contact support

Email support@eoeok.com from the address associated with your account. Include:
  • A short description of what you were trying to do
  • The page or workspace where it happened
  • The exact error message
  • The approximate time and time zone
  • A screenshot with sensitive information removed, if useful
Never send passwords, authentication codes, API keys, full payment-card details, or highly sensitive diagram content by email.