General Troubleshooting Guide for SheetXAI

Overview

If SheetXAI isn't working as expected or the AI says you've completed a step but it's still not functioning, follow this troubleshooting guide before reaching out to support. Many issues can be resolved by reauthorizing or refreshing permissions.

Step 1: Wait for Menu Items to Load

If you only see "Help" when clicking Extensions → SheetXAI, wait a few seconds for the menu items to load.

What to Do:

1. Click Extensions → SheetXAI in Google Sheets
2. If you only see "Help" (and no other menu items like "Open Chat", "Settings", "Activate SAI Formula", etc.)
3. Wait 5-10 seconds - the menu items are still loading
4. Click Extensions → SheetXAI again - you should now see all menu options
5. If menu items still don't appear after waiting, proceed to Step 2 (Reauthorize)

Why This Happens: SheetXAI needs a moment to initialize and load all menu items. This is especially common when first opening a spreadsheet or after refreshing the page.

Step 2: Reauthorize SheetXAI (Try This First!)

This is the most common solution when features aren't working even though you've followed the AI's instructions.

For Google Sheets:

1. Open Google Sheets and go to Extensions → SheetXAI → Open Chat
   • Note: If you only see "Help", wait a few seconds and try again (see Step 1)
2. Access Settings: Settings is located at the bottom of the SheetXAI chat panel. Click Settings to open the settings interface.
3. Scroll to the bottom of the settings panel
4. Click "Reauthorize" or "Refresh Permissions" (the exact button name may vary)
5. Grant all requested permissions when prompted
6. Close and reopen SheetXAI
7. Test your feature again

For Excel:

1. Open Excel and click the SheetXAI tab
2. Go to Settings
3. Look for "Reauthorize" or "Refresh Permissions" option
4. Grant all requested permissions when prompted
5. Restart Excel if needed
6. Test your feature again

Why This Works: Sometimes permissions get out of sync, especially after Google/Microsoft updates or when switching between accounts. Reauthorization refreshes all permissions and often resolves issues immediately.

Step 3: Check Your API Keys

If reauthorization doesn't solve the issue, verify your API keys are correctly configured:

1. Open Settings in SheetXAI
2. Search for your API provider (e.g., "OpenAI", "OpenRouter", "Straico")
3. Verify your API key is entered correctly (no extra spaces, complete key)
4. Check if the integration is turned on (some integrations have toggle switches)
5. Save settings and test again

Step 4: Activate SAI Formula (Google Sheets Only)

If formulas aren't working:

1. Go to Extensions → SheetXAI → Activate SAI Formula
2. This needs to be done once per spreadsheet
3. After activation, try your formula again

Learn more: See our detailed guide on activating SAI formulas.

Step 5: Clear Cache and Refresh

Sometimes cached data causes issues:

1. Close SheetXAI completely (close the sidebar/panel)
2. Refresh your browser (for Google Sheets) or restart Excel
3. Reopen SheetXAI
4. Test your feature again

Step 6: Check Account Issues

If you're experiencing account switching or permission errors:

1. Verify you're using the correct Google/Microsoft account
2. Sign out of all accounts and sign back in with the account that has SheetXAI access
3. Check that your account has active SheetXAI access (LTD, subscription, or credits)
4. Try using a dedicated browser profile for your SheetXAI account

Learn more: See our first-use troubleshooting guide for detailed account management solutions.

Step 7: Verify Integration-Specific Settings

For integrations that aren't working:

1. Check that the integration is enabled in Settings
2. Verify your API key/credentials are correct for that specific integration
3. Review the integration's specific requirements (some need minimum account balances or commitments)
4. Check if you need to add the integration via the "+" icon next to "current sheet"

Step 8: Check for Error Messages

Look for specific error messages that can guide you:

• "Bad Request": Usually an account or permission issue - try reauthorization
• "API Key Invalid": Check your API key in Settings
• "Insufficient Credits": Add credits or check your account balance
• "Integration Not Found": Make sure the integration is enabled and you've added it to your sheet

Step 9: Review Integration-Specific Troubleshooting

Many integrations have their own troubleshooting sections:

• WordPress Integration: Connection and authentication issues
• Apify Integration: API key and result issues
• EXA Scraping: API key and scraping issues
• PDF Input: PDF link and processing issues

Still Not Working?

If you've tried all the steps above and the issue persists:

1. Document what you've tried: Note which steps you completed
2. Take a screenshot of any error messages
3. Note what the AI said you should do vs. what's actually happening
4. Reach out to support with this information

Contact Support:

• Email: david@sheetxai.com
• Include: Screenshots, error messages, and steps you've already tried

Quick Reference Checklist

Before contacting support, make sure you've tried:

• Waited for menu items to load if only seeing "Help" (Step 1)
• Reauthorized SheetXAI (Step 2)
• Verified API keys are correct (Step 3)
• Activated SAI Formula if using formulas (Step 4)
• Cleared cache and refreshed (Step 5)
• Checked account and permissions (Step 6)
• Verified integration-specific settings (Step 7)
• Reviewed error messages (Step 8)
• Checked integration-specific troubleshooting (Step 9)

Related Guides

• SAI Formula Not Working - #NAME Error
• First-Use Issues Troubleshooting
• When to Use SAI Formula vs Chatbot

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Remember: Wait for menu items to load, then try reauthorization! Always try Steps 1-2 first before reaching out to support.