> ## Documentation Index
> Fetch the complete documentation index at: https://docs.diagram.eoeok.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Troubleshooting and support

> Resolve common sign-in, AI, import, saving, workspace, and billing problems.

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](mailto: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

<Warning>
  Never send passwords, authentication codes, API keys, full payment-card details, or highly
  sensitive diagram content by email.
</Warning>