> ## Documentation Index
> Fetch the complete documentation index at: https://agencykey.com/docs/llms.txt
> Use this file to discover all available pages before exploring further.

# Help & Troubleshooting

> Start with the symptom you see and follow the right AgencyKey recovery guide

Choose the symptom that best matches what you see. Complete the checks in order, then use the linked guide for the full recovery steps.

<Note>
  Signing in to AgencyKey and connecting an OnlyFans creator are separate actions. First identify which account or window is showing the problem.
</Note>

## I can't sign in to AgencyKey

1. Make sure you are using your own AgencyKey email, not a creator's OnlyFans credentials.
2. If you were invited, use the email attached to the invitation. Ask the Owner or someone who can manage Team Members to check whether the invitation or employee account is still active.
3. If a verification code is rejected, use the newest code you requested.
4. If you forgot the password, start password recovery instead of creating another agency account.

Read [Registration & Login](/docs/auth/index), [Password Recovery](/docs/auth/password-recovery), and [Employee Statuses](/docs/team-members/employees#employee-statuses).

**Recovery is confirmed when:** the Dashboard opens under the intended agency and your own profile is shown.

## A page, button, or creator is missing

1. Confirm that you signed in to the intended AgencyKey account and selected the intended creator.
2. Remember that a role controls available features and actions, while creator assignment and data scope control which records you can see.
3. Ask the Owner or someone who can manage roles to review every assigned role: permissions from multiple roles are combined.
4. If you can see a creator but cannot edit it, check the action permission as well as creator access.

Read [Configuring Permissions](/docs/roles/permissions) and [Account Access & Groups](/docs/accounts/access).

**Recovery is confirmed when:** the expected page or action is visible under your own login and the intended creator appears in scope.

## A creator is Disconnected or asks to reconnect

1. Open **Accounts** and check the creator's **Authorization Status**.
2. Reauthorize the correct creator in the AgencyKey desktop app and complete any OnlyFans verification shown there.
3. If you cannot use the reconnect action, ask someone who has permission to manage that creator's connection.
4. If the connection drops repeatedly, also check whether the creator uses a stable proxy and whether someone is signing in elsewhere.

Read [Reauthorization](/docs/accounts/reauthorization) and [Account Statuses](/docs/accounts/table#authorization-status).

**Recovery is confirmed when:** the creator shows **Connected** and data synchronization resumes.

## A message is not sending

First identify the sending flow:

* **One fan chat** — verify the selected model and fan, active creator session, message price and attachments, and your sending access.
* **Mass message** — check the campaign status, audience, start time, creator connection, and subscription status.
* **Delayed or scheduled message** — reopen the same model and fan, then check the correct AgencyKey or OnlyFans queue.

Do not keep clicking **Send** until you know whether the first attempt is pending, failed, or already delivered.

Read the [Chat Sending Recovery Checklist](/docs/of-manager-chats/sending-messages#recovery-checklist), [Mass Message Workflow](/docs/mass-messages/index#campaign-statuses-and-workflow), and [Subscription Statuses](/docs/billing/index#subscription-statuses).

**Recovery is confirmed when:** the message appears once in the live conversation or intended queue, or the campaign's delivery count increases — depending on the flow you used.

## Data looks old or synchronization is still running

1. On **Accounts**, check both **Authorization Status** and **Sync**.
2. Restore a creator with **Auth Error** or **Disconnected** before waiting for more data.
3. If the status is **Syncing**, wait for **Up to date** before treating historical totals as final.
4. Refresh the current report and check its selected period, filters, and **Updated** value where shown.

Very recent chat, purchase, balance, and campaign activity can appear after the next data update.

Read [Account Sync](/docs/accounts/table#sync) and [Creator Analytics](/docs/analytics/creator-analytics).

**Recovery is confirmed when:** **Sync** reaches **Up to date** and the report's update time or values advance after refresh.

## Billing or a creator subscription is blocking work

1. Open **Billing** and select the affected creator.
2. Check the agency balance, creator subscription status, upcoming charge, and **History**. A Pending crypto deposit is not credited yet; do not send a duplicate while it is confirming.
3. A **Blocked** creator cannot send outgoing messages. Restore the billing state before troubleshooting the composer or automation again.
4. If a confirmed wallet transfer remains Pending, Failed, or missing after refresh, contact Support with the asset, network, amount, time zone, and public transaction hash. If Billing or top-up is missing, ask the Owner or someone who can manage billing access.

Read [Billing](/docs/billing/index).

**Recovery is confirmed when:** a crypto deposit shows **Completed**, the balance is updated, the creator is no longer **Blocked**, and a permitted outgoing action works again.

## OnlyFans or the desktop app cannot connect

1. Open **Network Settings** from the login gear or connection error.
2. Re-test the available connection options and select one that reaches OnlyFans.
3. If a creator uses a Custom Proxy, test that proxy and confirm it is assigned to the intended creator.
4. Keep the routing order clear: a healthy creator **Custom Proxy** has priority; the app-wide proxy or selected AgencyKey server is used only when a creator-specific route is unavailable.

Read [Application Proxy & Network Settings](/docs/proxies/application-proxy) and [Managing Custom Proxies](/docs/proxies/managing#troubleshooting).

**Recovery is confirmed when:** the connection test succeeds and OnlyFans loads for the intended creator through the intended route.

## The desktop update is stuck or required

1. If the update is ready, use **Install Now** and allow the app to restart.
2. In an **Update Required** window, follow the current button state and use **Try Again** after a failed attempt.
3. Use the app menu to check for updates manually if no prompt appears.
4. If the built-in update still fails, follow the manual download instructions in the update guide.

Read [Auto-Update Troubleshooting](/docs/auto-update/index#troubleshooting).

**Recovery is confirmed when:** AgencyKey restarts on the new version and no longer shows **Update Required** for that release.

## I need AgencyKey Support

Complete the closest checklist above first. When you escalate, include:

* what you were trying to do and the step that failed;
* the exact visible message and when it happened, including your time zone;
* whether you used the web app or desktop app, plus the desktop version and operating system when relevant;
* the affected creator, page, chat, or campaign, without exposing fan data unnecessarily;
* a screenshot with sensitive information hidden.

<Warning>
  Never send passwords, verification codes, 2FA recovery codes, session details, or proxy credentials to Support.
</Warning>

Contact [AgencyKey Support on Telegram](https://t.me/AgencyKey_bot) or send an email to [contact@agencykey.com](mailto:contact@agencykey.com).

## Terms used in these guides

If two labels sound similar, check the [AgencyKey Glossary](/docs/help/glossary) before changing settings or access.