Billing, trial, or access issues

Overview

This guide helps you resolve common issues starting a trial, updating payment details, and accessing paid features in Moxie Docs. Use the steps below if you cannot activate a repository, start indexing, or open public knowledgebase setup.

Before you start

• Confirm you can sign in to your Moxie Docs workspace.
• Check your role: managers can activate repositories and manage billing; members may have limited access.
• Make sure your GitHub account is connected and you can access the target repository in GitHub.

Trial did not start after sign‑up

You may expect immediate access to Docs features, but you still see locked actions or prompts to activate billing.

1. Refresh the dashboard and open “Docs home” to verify trial status.
2. Open the target repository in Moxie Docs and check the first‑index view. If you see “Activate Repo,” your trial or permissions may not be applied to this repo yet.
3. Click “Activate Repo” if available. If the button is disabled, contact a workspace manager to enable the repo for Docs.
4. Retry an index by clicking “Activate & Queue” if activation succeeds but no job has started.
5. Recheck your GitHub connection by signing out and back in, then returning to “Docs home.”

• If you are a member and see a link to repository settings instead of activation controls, ask a manager to activate the repository.

Cannot activate a repository

You open a repo and the first‑index view shows activation controls are unavailable or blocked.

1. Verify your role. If you are not a manager, ask a manager to activate the repository.
2. Confirm the repository is connected to your workspace and visible on “Docs home.” If it is missing, ask a manager to connect it.
3. Click “Activate Repo” to enable Docs. If activation requires billing, ask a manager to complete billing and then try again.

• After activation, you can start indexing with “Activate & Queue” or run a queued job with “Run queued job once.”

Indexing is blocked or jobs will not run

You see a repo in the first‑index view, but indexing will not start, stays queued, or cancels immediately.

1. Click “Activate & Queue” to start the first index. Wait a moment; the view auto‑refreshes while work is queued or running.
2. If a job is queued but not running, click “Run queued job once.”
3. If controls are disabled or you see a permission prompt, ask a manager to confirm billing is active for this repo and that you have access.
4. Return to “Docs home” and try opening a collection after the index completes.

• Empty search results while indexing is pending are expected; content appears after the first successful index.

Paid collections or search appear empty

You can open “Docs home,” but collections are empty or search returns no results.

1. Confirm the first index completed. Open the repo’s first‑index view and check that no job is running or queued.
2. If no content has been indexed, click “Activate & Queue.”
3. After indexing completes, open a collection from the collection grid to confirm pages are available.

• Empty queries in the search bar return no results; try entering a specific term.

Public knowledgebase setup is unavailable

You expect to create a public knowledgebase, but you do not see the onboarding wizard or settings.

1. Check with a workspace manager that the public knowledgebase feature is enabled for your organization (beta, gated by a feature flag).
2. Ask a manager to open the knowledgebase onboarding wizard and reserve a subdomain.
3. Confirm the docs source and visibility defaults during setup, then save settings.

• If the feature is not enabled for your org, your manager can request access to the beta.

Cannot reserve a subdomain for the public knowledgebase

During the wizard, subdomain validation fails or you cannot complete reservation.

1. Re‑enter the desired subdomain and wait for validation to complete.
2. Choose a different subdomain if the first is taken or invalid.
3. Save to create the org‑scoped knowledgebase record after validation succeeds.

Drift review and PR creation are unavailable

You try to use the search bar for drift review or create PRs, but actions are disabled or nothing appears.

1. Verify the repository has been indexed at least once; drift findings appear only after content exists.
2. Search with a relevant term to surface findings; empty queries return no results.
3. If PR actions are disabled, confirm your GitHub access to the repo and ask a manager to ensure the repo is activated for Docs.

Email preferences are not saving

You try to opt into weekly recaps or documentation nudges, but your choices do not stick.

1. Open account settings and locate the email preferences form.
2. Update your selections and save. Wait a moment, then refresh the page to confirm they persist.
3. If changes do not save, sign out and back in, then retry.

Friday Recap is missing from the dashboard

You expect a weekly recap but do not see it in the dashboard.

1. Check that your email preferences include weekly recaps.
2. Confirm at least one repository is activated and has recent activity or doc changes.
3. If your workspace uses the planned Slack integration, note that posts appear only after your admin completes the “Add to Slack” flow.

Still need help

• Recheck your role and that the target repository is activated for Docs and indexed at least once.
• Ask your workspace manager to verify billing status and feature access for your organization.
• If the issue persists, contact your workspace admin with the repository name, what you clicked, and any on‑screen text from the first‑index view or knowledgebase wizard.