Help
Troubleshooting
Installing
Windows says "Windows protected your PC". The preview installer isn't code-signed yet. Click More info, then Run anyway. See Install Relay.
Relay's window is blank. Microsoft Edge WebView2 is missing or broken. Install it from Microsoft's WebView2 page, then start Relay again.
Connecting
Test connection fails for my AI provider. Check the key was copied in full, the model name matches the provider's list exactly, and your provider account has credit. Some providers need billing set up before keys work.
Gmail says the password is wrong. Use an app password, not your normal password, and make sure 2-Step Verification is on. On Google Workspace your admin may need to allow app passwords. See Connect Gmail.
Microsoft 365 returns "insufficient privileges". Admin consent wasn't granted for Mail.ReadWrite and Mail.Send, or an access policy excludes the mailbox. See Connect Microsoft 365.
New emails don't appear. Relay checks every minute while it's running and the PC is awake. Check the Overview screen for a "Not connected" notice. The first sync only looks at the last 24 hours.
Kev isn't answering. Start Kev first (see The decision engine), then press Test Kev. While Kev is down, Relay passes emails to a person rather than sending them to the cloud.
I don't have a Jev key. You don't need one. Leave Decision engine on Automatic and Relay uses your main AI.
Licence
My key isn't accepted. Copy it again with Copy key on your account page: it's one long line starting with RELAY1.. Line breaks are fine.
Relay says the licence is used on too many PCs. Remove an old PC under PCs using this licence on your account page.
I upgraded but Relay still shows Free. Relay picks up upgrades at its next online check, about once a week. To do it now, paste the key from your account page into Settings > Licence.
Drafts
A draft is missing a fact. Edit this draft before approving, then add the fact to a file on the Identity screen or to the skill's Facts so the next draft has it.
The wrong agent got the email. Make the "when" on the arrow more specific under Team > Edit team. Relay only follows arrows it's confident about, so vague ones are ignored.
A case is in Needs attention. Relay wasn't sure what the email was about, or it looked sensitive. Open it to see why, then click Draft a reply or Close.
A private name reached the AI. Add it to Kept from the AI on the Identity screen. Free-text masking catches common patterns but not every unusual name.
Reports
Power BI Desktop doesn't open. Check Power BI Desktop is installed on the same PC and Power BI reports is on under Connections > Power BI.
The checks on a report aren't green. Relay found a mismatch between the report and the file. Don't approve it; reply with more detail or check the file for blank rows and mixed formats.
Still stuck?
Find the log at %APPDATA%\Relay\relay.log and contact us with what you tried. Don't send the log publicly: it can contain email subjects.