Diagnose: wrong data, stream interrupted, approval expired, denied permission, out of credits, upload rejected, hallucination, slow, lost memory.

Wavo troubleshooting

Common Wavo issues with diagnosis + actionable fix. Always check data freshness (ai-104) + credits balance (ai-109) first — these explain most surprises. For persistent bugs: give thumbs-down feedback + open a support ticket via Wavo.

Who is this for

Anyone hitting an unexpected Wavo behavior. First stop before contacting support.

Issue 1: Wavo gave a wrong metric

Symptoms

Wavo cited a ROAS / CPA / spend that doesn't match what the platform UI shows.

Causes + fixes

1. Postback lag — purchase / ROAS / CPA data settles 24-72h after the conversion. Ask Wavo to "re-query for last 7d" instead of "today".
2. Strategic context cache (5 min) — Wavo may have served slightly stale data. Ask again or specify date range to bust cache.
3. Currency conversion — if Cross-Channel, values are in target_currency; platform UI shows native. Small variance expected.
4. Wrong tool invoked — Wavo may have picked the wrong tool for ambiguous prompts. Be specific.

Fix: ask Wavo to cite the source tool + re-query with explicit date / platform / currency.

Issue 2: Stream interrupted mid-response

Symptoms

Wavo started streaming but stopped mid-sentence. Spinner stuck or error message.

Causes + fixes

1. Network glitch — temporary disconnect; the stream manager (app.streamManager.resume) handles auto-reconnect for many cases
2. Provider outage — the underlying model provider had a temporary issue; retry in 30s
3. Token limit hit — very long output; ask Wavo to "continue" or shorten the question

Fix:

• Click Resume button (if shown) — resumes from where stream stopped
• OR send a follow-up: "continue" or "please finish"
• OR re-send your original question

Issue 3: Approval card disappeared

Symptoms

Wavo presented an approval card; you waited to decide; now the card is gone.

Cause

ACTION_TTL_MS=1800000 (30 minutes). Approval cards expire after 30 min for safety.

Fix

Re-ask Wavo to do the action. A new approval card will be generated with fresh TTL.

If you intended to approve but missed: nothing was executed. No harm done.

See ai-105 actions.

Issue 4: "I don't have permission" error

Symptoms

Wavo says it can't perform an action you requested.

Causes + fixes

1. Role-based access — chat-tool-rbac.ts enforces role hierarchy. Viewer can't trigger write tools, etc.
2. Tool-specific permission — some tools require manager+ or owner+ role
3. Workspace policy — admin may have restricted certain tools

Fix:

• Check your role at /settings → Profile
• Ask your admin to grant the needed role
• For one-off: ask a teammate with higher role

Issue 5: Out of credits

Symptoms

Wavo returns 402 with reason insufficient_credits or monthly_cap_reached.

Causes + fixes

1. Balance zero — total exhausted; admin tops up via Stripe
2. Monthly cap reached — admin-set cap; raise via PUT /api/v1/chat/credits/cap or wait for cap_reset_at
3. Failed payment — Stripe top-up may not have completed (3DS required)

Fix:

• View at /settings/team/billing
• Top up: POST /api/v1/chat/credits/checkout → Stripe
• Raise cap: owner / admin via PUT /api/v1/chat/credits/cap
• Confirm 3DS if Stripe required it: POST /api/v1/chat/credits/confirm

See ai-109 credits-limits.

Issue 6: Wavo doesn't use my uploaded file

Symptoms

Uploaded a file but Wavo doesn't reference it.

Causes + fixes

1. Upload failed — check for error toast; verify under 10 MB + MIME-allowed
2. MIME type not whitelisted — only image (jpeg/png/webp/gif), pdf, csv, plain text, docx, xlsx
3. File too large — 10 MB max for chat upload (25 MB for voice)
4. Wavo didn't see it as relevant — explicitly say "use the attached file"

Allowed MIME (POST /api/v1/chat-upload):

• image/jpeg, image/png, image/webp, image/gif
• application/pdf
• text/csv, text/plain
• docx (officedocument.wordprocessingml.document)
• xlsx (officedocument.spreadsheetml.sheet)

Fix: re-upload smaller / supported format + explicitly reference the file in your message.

Issue 7: Voice transcription wrong language

Symptoms

Spoke Italian; Whisper returned text in another language. Or vice versa.

Cause

Whisper auto-detects but can fail with mixed-language audio. If you omit the language hint, Whisper auto-detects the spoken language (chat-voice.route.ts — no forced default).

Fix

Pass language parameter explicitly (BCP-47 code: en, es, fr, de, etc.) via the voice settings before recording.

Or: speak clearly in a single language; mixed-language audio is harder to transcribe.

Issue 8: Wavo hallucinated data

Symptoms

Wavo cited a campaign / metric / fact that doesn't exist.

Causes + fixes

1. Vague prompt — Wavo tried to satisfy + extrapolated
2. Mode limitation — Fast mode may hallucinate more on complex reasoning; switch to Smart or Expert
3. Missing tool result — Wavo should have invoked a tool but didn't (rare; usually means tool failed silently)

Fix:

• Ask Wavo to cite the source tool: "where did you get that number?"
• If invented: "you made that up — please query the real data"
• Give thumbs-down feedback + comment "hallucination"
• Switch to a stronger mode (Smart or Expert) via the mode picker

For persistent hallucinations: open support ticket via Wavo.

Issue 9: Wavo slow to respond

Symptoms

Response takes much longer than usual.

Causes + fixes

1. Heavy mode + complex query — Expert mode with many tool rounds = 30+ sec normal
2. Provider load — peak hours; switch to a faster mode (Fast)
3. Long context — uploaded files / long history = more processing
4. Tool latency — tool may be slow (especially web_search or heavy DB queries)

Fix:

• Switch to Fast mode via the mode picker
• Trim file uploads to essentials
• Break complex queries into shorter sequential ones

Issue 10: Lost project memory

Symptoms

Wavo doesn't remember facts you established in earlier sessions.

Causes + fixes

1. Memory opt-out — check /settings → AI preferences → Memory toggle
2. Project memory disabled — chat_project.memory_enabled = false
3. Memory limit hit — MAX_PROJECT_MEMORY_FACTS=20; oldest evicted
4. Wrong project — opened session in different project; facts are per-project

Fix:

• Verify memory ON: /settings → AI preferences + project settings
• Check facts: GET /api/v1/ai-memory/facts
• Save missing fact manually: POST /api/v1/ai-memory/facts or tell Wavo "save this as a project fact"

Issue 11: Approval card shows wrong payload

Symptoms

Wavo plans an action but the approval card shows different params than what you asked.

Causes + fixes

1. Wavo misinterpreted intent — your prompt was ambiguous
2. Wavo applied defaults you didn't specify — e.g. "pause adsets with bad CPA" → Wavo picked CPA threshold of 30 (default)

Fix:

• Reject the card
• Re-ask with explicit params: "pause adsets with CPA > 50 specifically, not 30"

Approval card is your safety net. Use it.

Issue 12: Wavo refuses to help

Symptoms

Wavo declines a legitimate question or rephrases it as a policy violation.

Causes + fixes

1. Prompt injection defense triggered — your prompt accidentally matched a INJECTION_PATTERNS regex
2. RBAC denial — your role lacks permission for the implied action
3. Sensitive topic — Wavo errs on the side of caution

Fix:

• Rephrase neutrally — avoid command words like "ignore previous instructions"
• Verify role permission for the action
• Provide more context — "for a legitimate troubleshooting use case..."

Issue 13: Cannot find shared session

Symptoms

Teammate shared a session but you don't see it.

Causes + fixes

1. Wrong account / login — shared to your email; verify which email you logged in with
2. Not in "Shared with me" view — check sidebar filters
3. Share revoked — owner may have removed your access

Fix:

• Check /chat → sidebar → Shared with me
• Ask the owner to verify your email in the share
• Re-share if revoked

Issue 14: Costs spiked

Symptoms

Credit balance dropped faster than expected.

Causes + fixes

1. Switched to a more expensive mode — Expert costs far more than Fast
2. Long tool chains — MAX_TOOL_ROUNDS=15 per turn (cap 30 calls/session); multi-turn add up
3. Heavy file uploads — large file = many input tokens
4. Verbose model output — output tokens often 3-5× input cost

Fix:

• Check usage breakdown: /settings/team/billing → recent transactions
• Switch to Fast mode for routine questions
• Set tighter monthly cap

See ai-109 credits-limits cost-saving tips.

Escalation

If none of the above match:

1. Capture: message ID + session ID + observed behavior + expected behavior + timestamp
2. Give thumbs-down feedback with details
3. Ask Wavo: "open a support ticket about this issue"
4. Support team will follow up via the ticket

FAQ

Why did Wavo report a metric that doesn't match the platform UI?

Usually data timing. In Wevion, purchase, ROAS, and CPA figures settle 24-72 hours after conversion, and Wavo's strategic context cache holds data for 5 minutes. In Cross-Channel mode, values appear in target_currency while the platform shows native. Ask Wavo to cite the source tool and re-query with an explicit date range to bust the cache.

Why did Wavo's approval card disappear?

Approval cards in Wavo expire after 30 minutes (ACTION_TTL_MS=1800000) as a safety measure, so a card you left undecided simply disappears. Nothing was executed — no harm done. Just re-ask Wavo to perform the action and it generates a fresh approval card with a new TTL for you to approve or reject.

What do I do when Wavo says I'm out of credits?

When Wavo returns a 402 for insufficient_credits or monthly_cap_reached, check your balance at /settings/team/billing. An owner or admin can top up through Stripe via POST /api/v1/chat/credits/checkout or raise the cap with PUT /api/v1/chat/credits/cap. If Stripe required 3DS, confirm it via POST /api/v1/chat/credits/confirm.

Why is Wavo slow to respond?

A slow Wavo response usually means a heavy mode on a complex query — Expert mode with many tool rounds can take 30+ seconds — plus provider load at peak hours, long context from uploaded files, or slow tools like web search. Switch to Fast mode via the mode picker, trim uploads, and break complex queries into shorter steps.

FAQ

Why did Wavo report a metric that doesn't match the platform UI?

Usually data timing. In Wevion, purchase, ROAS, and CPA figures settle 24-72 hours after conversion, and Wavo's strategic context cache holds data for 5 minutes. In Cross-Channel mode, values appear in target_currency while the platform shows native. Ask Wavo to cite the source tool and re-query with an explicit date range to bust the cache.

Why did Wavo's approval card disappear?

Approval cards in Wavo expire after 30 minutes (ACTIONTTLMS=1800000) as a safety measure, so a card you left undecided simply disappears. Nothing was executed — no harm done. Just re-ask Wavo to perform the action and it generates a fresh approval card with a new TTL for you to approve or reject.

What do I do when Wavo says I'm out of credits?

When Wavo returns a 402 for insufficientcredits or monthlycap_reached, check your balance at /settings/team/billing. An owner or admin can top up through Stripe via POST /api/v1/chat/credits/checkout or raise the cap with PUT /api/v1/chat/credits/cap. If Stripe required 3DS, confirm it via POST /api/v1/chat/credits/confirm.

Why is Wavo slow to respond?

A slow Wavo response usually means a heavy mode on a complex query — Expert mode with many tool rounds can take 30+ seconds — plus provider load at peak hours, long context from uploaded files, or slow tools like web search. Switch to Fast mode via the mode picker, trim uploads, and break complex queries into shorter steps.

Last updated: 2026-05-17

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• Wavo and your data — what it sees
• Wavo credits and limits
• Give feedback — improve Wavo