Help Center/Delegated Workspace
Delegated troubleshooting
Fix a missing Delegated view, a plan that will not update, a Poppy run that will not start, and reviews that seem stuck.
Use this when Delegated, a request, or a Poppy run does not behave the way the other guides describe.
Access and billing
| What you see | Likely cause | What to try |
|---|---|---|
| You don’t have access to the Delegated view | Your member grant has no Delegated view | Ask an owner or admin. Check you are in the right workspace |
| Let the Pointerly team run it for you, and Add Delegated Workspace fails | The add-on is not on the workspace, or you cannot manage billing | An owner or admin with billing access completes the picker. Individual, Team, and Enterprise only |
| Could not update Delegated | The plan change was refused (billing, card, or the Collaboration add-on) | Read the toast. Collaborations rows say Add the Collaboration add-on first. Then retry Update plan |
| Settings tab missing | Add-on off, or you cannot manage Delegated | Buy the add-on. Settings is Owner and Admin |
| Not in your Delegated plan or (not in plan) | That access level or module is outside the areas you pay for | Add the area, or pick modules inside the current plan |
| Pointerly access applies once the Delegated Workspace engagement is active | The add-on is not live yet | Finish checkout, then return to settings |
| Operator cannot open Billing, Team, Rewards, API keys, or these settings | Those areas are blocked for the Pointerly team on purpose | Change them from your own member account |
Sending and finding requests
| What you see | Likely cause | What to try |
|---|---|---|
| No composer, no + Add request | You are an operator, or you cannot create | Customers with create access file requests. Viewers can read the board |
| A send is refused: Too many requests in the last hour. Add to an existing request instead. | 30 requests from you in the last hour | Reply on a request you already sent |
| Delegated Workspace is not active on this workspace. Add it from Billing to send requests. | The add-on is off | An owner or admin adds it from the board or from Billing → SERVICES |
| Delegated Workspace is paused until the pending payment goes through. | The engagement is waiting on a payment | Finish the payment, then send again |
| The Pointerly team has not been set up for this workspace yet. Try again shortly or contact support. | The add-on is on, but the engagement is not ready | Wait a moment and retry, or contact support |
| One of the items you added as context was not found in this workspace or You do not have access to one of the items you added as context | A chip points at a missing row, or you cannot view that item | Remove the chip, or pick an item you can open |
| You can reference up to 20 items | Too many links or context chips | Remove some and send the rest in a reply |
| You can attach up to 5 files at a time | Over the attachment cap | Send the rest in the next message |
| This file type is not supported, Files must be 25 MB or smaller, Videos must be 500 MB or smaller, or The file is empty | The dropzone rejected the file | Use the types on the hint under the dropzone, or paste a Drive, Dropbox, or YouTube link |
| No requests match | The filter is too narrow | Clear filters, or drop a sprint: / is: term |
| A card you expect is missing | own scope, a status filter, or Done / Cancelled only keep 30 cards | Ask for team-wide view. Clear is:mine and status filters |
Reviews and Poppy
| What you see | Likely cause | What to try |
|---|---|---|
| No Accept / Request changes | You cannot change status (Editor and Viewer), or the card is not in Ready for review | A Manager, Admin, or Owner moves it. Wait until the team sends it for review |
| A review became Done with no click | Auto-accept reviews passed its day count | Set Auto-accept reviews to Off, or to a longer window, in Delegated settings |
| Nothing Poppy can run here | Remaining steps are By hand, or self-run is off | Leave those steps to the team, or turn on Run Poppy's steps yourself |
| Run Poppy's steps yourself will not turn on | Approve Poppy runs is Pointerly, then me | Switch the approval setting if you want to run steps yourself |
| No access on a step | The module is outside Pointerly access or the paid areas | Widen access or add the area, then preview again |
| Needs a pick | A required account, tag, or link was not chosen | Pick it in the preview and approve again |
| Poppy is already on it or A run is already scheduled | One open run per plan | Wait, answer the question, Decline, or Cancel run |
| Not enough AI credits — buy a pack or enable pay-as-you-go | The workspace cannot pay the step’s credit | Buy AI credits or enable pay-as-you-go, then retry. Failed and skipped steps are not charged |
| Could not check the workspace's AI credits; nothing ran. Try again. | Credits could not be read | Retry. Nothing was written |
| Poppy stopped | The step failed after it started | Open the run card for the reason. A retry reuses what was already created |
| Re-plan did not change the tasks | Pointerly AI could not produce a usable plan | The previous plan stays. Reply with the missing detail, or let the team do the step by hand |
| No email, but the bell updated | Email on Request updates is not the reply mail | Replies email the requester anyway. Push and in-app follow the preference |