Common issues and how to fix them

If something looks off, scan the list below — most issues fall into one of five buckets. Each has a fix that takes under five minutes.

"I don't see Stripe connected" — but you did connect it

• Connected by a different teammate. The OAuth session is keyed to whoever clicked Connect. Reconnect under your own account if you want the bot to read on your behalf.
• Token expired. Visit Settings → Integrations — any row with a yellow warning needs a fresh OAuth handshake.
• Naming. The bot maps "Stripe" to stripe-connect, "Gmail" to google, "QuickBooks" to quickbooks-online. If a phrase still trips it, send it to hello@ceven.io.

"Your account isn't on the HR-enabled tenant scheme"

Legacy tenant ID. One-line database fix — see HR data isn't loading.

PTO balance returns empty

• Your users.employee_id isn't linked. Ask an admin to set the pointer in the database, or pass employee_search="<your name>" to query yourself by name.
• No PTO data seeded for your org. The dispatcher returns "PTO tracking isn't enabled for your org yet" when the pto_balances rows are missing. An admin can seed the standard policies via the dashboard.

Headcount shows 0 — but you have employees

• RLS GUC not set. Internal — fixed in current build. If you still see this, restart the celery worker.
• Status filter. The default is status='active'. Try headcount including terminated or headcount by status.

The bot says "I'll DM you that"

Old behavior — fixed. The current bot calls the right tool and answers in the same channel. If you still see this, restart the worker.

"who reports to nobody" returns weird answers

Edge case. The honest answer ("X is at the top of the org") is what we want — current builds get this right. If the bot loops or invents reports, the system prompt's loop guard should fire after one round; if it doesn't, send the exact wording to support.

"Slack workspace isn't fully connected"

Old hallucination — the bot was conflating Slack-as-surface with Slack-as-data-source. Current builds explicitly know slack-workspace means "you're talking through Slack right now". If you still see this phrasing, your worker is running an old build — redeploy.