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Try the self-service steps on this page before contacting support. Error wording can change over time, so match the situation rather than the exact text.

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A response fails with a generic error

What you see: an assistant message shows a generic error, such as “Sorry, an error occurred.”, instead of a response. Why: a connection issue, a service problem, or a rejected request. What to do:
  1. Retry the message — hover the message and click the retry icon, or resend it.
  2. If it persists, check your connection and try again in a few minutes.
  3. If it keeps failing across multiple conversations and models, the service may be temporarily unavailable. Check the status page.

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You are signed out unexpectedly

What you see: an authentication error, or a redirect to sign in mid-use. Why: your sign-in session expired or is invalid. What to do: refresh the page. You are redirected to sign in through Economic ID. Sign in again and continue. See Sign in and your account.

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Usage limit reached

What you see: sending is blocked with a message naming the limit type and a reset time. Why: you used a model’s full quota for its rolling window. This is expected usage metering, per model, per account — not a bug. What to do: wait until the reset time shown, or switch to a different model — each model has its own separate quota. See Understand usage limits.

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Upload problems

See Upload files and images for how limits work.

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”Network issue. Try again.” in voice input

The speech recognition service could not be reached. Check your connection and try again. Voice input requires a browser with speech recognition — Chrome or Edge is recommended.

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Offline banner

What you see: a red banner at the top reading “No internet connection. Messages may not be saved.” with a “Retry” button. What to do: reconnect to the internet and click “Retry”. Azura requires an internet connection — nothing works offline, and messages sent while offline may be lost.

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A tool card shows “Failed”

One of Azura’s actions did not complete — for example, a URL could not be read, or the Python code had an error. Expand the card to see the output, then ask Azura to retry or take a different approach. This is usually temporary or specific to the URL or code involved.

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”Render Error” in an artifact

An interactive artifact crashed while previewing. Switch to the “Code” tab to view the source, or ask Azura to fix the artifact. You can restore an older version from the “History” tab. See Azura Artifacts.

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Conversation list problems

  • “Failed to load conversations” or “Failed to load conversation” — refresh the page and check your connection.
  • A conversation deleted on another device disappears everywhere. The list syncs in real time, so this is expected.

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What never to share

Never share any of the following with support or in chat:
  • Passwords or sign-in credentials
  • One-time codes or authentication codes
  • Recovery codes or backup codes
  • Session tokens or cookies
Azura support will never ask for these. Account security is handled through Economic ID.

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When to contact support

Try self-service first. If it does not resolve the issue, see Contact support to open a ticket. Route these to the right place:
  • Persistent errors across multiple conversations and models — likely a service issue. Check the status page, then open a ticket.
  • Billing, account recovery, password, or profile issues — these live in Economic ID, not Azura. Go to id.ecowestern.net.
When you open a ticket, it is safe to include: the exact error text, the time it occurred, your browser and device, which model was in use, and whether it happens in a new conversation.