Troubleshooting & Support

Sign-in and Workspace Access

Google Opens the Wrong Workspace

Tallpine uses Continue with Google for customer sign-in. The Google address you choose identifies the Tallpine account and workspace that opens.

1. Open the account menu in Tallpine and choose Sign Out.
2. Choose Continue with Google again.
3. Select the Google account originally used for Tallpine.

Tallpine does not ask customers to create a separate production password. Use Google's account-recovery process if you cannot access that Google account.

You Sign In, Then See Plans & Billing

A redirect to Billing means sign-in succeeded, but Tallpine could not confirm an active trial or subscription for that account. It does not delete your retained Sites or content.

• Confirm that the account menu shows the expected email address.
• If checkout just finished, follow the subscription-sync steps in the next section.
• If a trial ended or a subscription is inactive, choose a plan or resolve the subscription in Billing before starting or retrying generation work.

Sign-out Fails

Choose Try Again in the sign-out message. A successful sign-out clears Tallpine's local workspace cache and returns you to the sign-in page.

Checkout, Subscription Sync, and Pending Payments

Checkout Was Canceled

If Billing says checkout was canceled, nothing was charged. Review the plan and start checkout again only when you are ready.

Checkout Completed, but Access Is Still Activating

After checkout, Tallpine waits for Stripe to confirm the subscription and allowance. This normally takes a few seconds.

1. Keep Billing open while it checks the subscription.
2. If the screen changes to Checkout Complete or says confirmation is taking longer than expected, choose Sync Subscription Again or Sync Again.
3. Confirm that the active plan, Article allowance, and exact trial deadline appear before adding a Site or starting work.

Do not assume a delayed sync means checkout failed. If repeated syncs still cannot confirm the subscription, contact support with the account email and the time checkout completed.

A New Site Slot Is Awaiting Payment

An added Site slot is not available until Stripe confirms the paid change. If Billing provides a payment link, complete the requested action there. Then return to Site Capacity and choose Check Status. Tallpine also keeps checking in the background.

While the change is pending, the currently effective Site capacity still applies. Do not archive or restore Sites based on the proposed higher number until Billing confirms it.

Payment Methods, Invoices, or Cancellation

Open Plans & Billing, then Manage Subscription to use Tallpine's Stripe portal for payment methods, invoices, customer details, or cancellation. Plan changes remain a support-assisted action.

Site Capacity, Archiving, and Restoring

Each active Site uses one Site-capacity slot. When all slots are in use, add another paid Site before creating or restoring one. Archive & Downgrade removes a separately billed Site and its paid slot together.

Archive & Downgrade a Site

• Archiving keeps the Site's content and settings.
• For a separately billed Site, Archive & Downgrade previews and removes one Stripe Site quantity before completing the archive.
• There is no Archive Only choice for that paid Site. If Stripe rejects or cannot confirm the decrease, the Site remains active.
• If an interruption happens after Stripe applies the decrease, open the same Site again and choose Finish Archiving. Tallpine will not decrease the subscription twice.

Tallpine will block archiving while that Site has scheduled CMS deliveries, active generation work, or reserved usage. Finish or resolve that work, cancel future schedules where appropriate, and try again.

The active subscription must keep at least one per-Site Site. Cancel the subscription before archiving the last paid Site. A trial Site cannot be archived or replaced until the trial becomes paid or ends.

Restore Is Unavailable

An archived Site can be restored only when the account has active access and an effective Site slot is free. If a capacity change is still pending, choose Check Status. Otherwise, archive another active Site or add capacity first.

Sources, File Uploads, and Public-page Imports

A File Is Rejected Before Upload

Sources accept PDF, DOCX, CSV, TXT, Markdown, and HTML files up to 10 MB each. Legacy .doc files, presentations, spreadsheets other than CSV, and other formats are not accepted. Convert them to a supported format first.

In a multi-file upload, every file has its own status. A valid file can finish even when another fails. Use the failed file's Retry action for a temporary upload error, or remove a file that has the wrong type or exceeds the size limit.

A Source Says Extracting

The upload is stored and text extraction is running in the background. You can leave the page. The Source becomes ready automatically after extraction succeeds.

A Source Says Needs Attention

Tallpine has stopped processing that Source after its automatic extraction attempts. Open it to read the specific error. Common causes include an encrypted or password-protected file, an empty or malformed document, a disguised binary file, or a document whose internal structure is too large to process safely.

1. Open the original file and confirm it contains readable text.
2. Remove encryption or export a simpler PDF, DOCX, CSV, Markdown, or plain-text copy.
3. Delete the failed Source and upload the corrected file again.

Deleting a Source cannot be undone. It removes that context from future work, but existing Articles stay unchanged.

A Public Page Cannot Be Imported

Add from URL reads one public HTTP or HTTPS page. It cannot sign in to a private site or use a URL with embedded credentials. Confirm that the exact page is publicly reachable and try again. For protected content you have the right to use, save it as a supported file or paste the text instead.

Background Activity, Failed Work, and Retries

Work Is Queued or Running

Open Activity in the Tallpine workspace to see background work for the current Site across pages. Waiting to start means the work is queued. Running background work continues when you move to another page.

If Activity itself cannot load, choose Try again. That message means Tallpine could not verify the current background state; it does not prove that no work is running.

Automatic Retries Versus the Retry Button

Tallpine automatically retries temporary service, network, rate-limit, and server failures with a delay. Validation and other permanent errors stop immediately so a repeated attempt cannot hide an input or configuration problem.

After an eligible Idea, Article, Quick edit, or Image task reaches a terminal failure, its failure card may offer Retry. That button starts a new no-charge attempt and shows the remaining count. Up to two customer-started retries are available for one original failed task and its retries, in addition to Tallpine's automatic attempts.

• A terminal failed generation releases its reserved allowance. The no-charge Retry does not use another Article.
• The account must still have an active trial or subscription, an effective Site slot, and normal Pipeline capacity.
• If the card says a retry is already running, follow the new attempt in Activity instead of clicking again.
• When no retry remains, use Details to capture the work ID and contact support.

Articles, Revisions, Saves, and Images

An Article Will Not Save

The editor shows Save failed when it could not store the current edits. Keep the editor open, confirm the connection is stable, and choose Save again. The unsaved-change indicator remains until the current editor state is stored.

Export first saves pending edits. If that save fails, retry Save before trying to export so the ZIP cannot be mistaken for a copy of unsaved text.

A Revision Will Not Start or Finish

• Quick edits require instructions and one remaining included revision. The current Draft stays visible until the revision is ready.
• Guided rewrite and From scratch each require one available Article and Pipeline capacity.
• If the revision starts and later fails, use its failure card's no-charge Retry when offered. The existing Draft remains your safe review copy until replacement work succeeds.

Image Regeneration Fails

An Image regeneration runs in the background and uses one included Image regeneration for the Article. If it fails, the Article keeps the existing Image and shows the same no-charge failure-retry controls used by other eligible creative work.

If Image resources cannot be loaded, you can still regenerate without them. Uploaded resources must be PNG, JPEG, or WebP files no larger than 10 MB, and each needs a description. Selected resource Images and descriptions are sent to the configured Image generator, so never upload a visual you are not allowed to send to that provider.

Connections, Schedules, and Failed Delivery

A Connection Is Not Usable

A WordPress or webhook Connection must pass a connection test before it can be used. A successful test is valid for 30 days; choose Test Again after it expires or whenever credentials or the receiver change.

WordPress Checks

• Use the self-hosted WordPress Site root URL. Do not add /wp-json.
• Use the WordPress username and an Application Password created under Users, Profile, Application Passwords—not the normal WordPress password.
• Confirm that the WordPress host exposes the REST API and permits media and post creation for that user.

Webhook Checks

• Use a public HTTPS endpoint that accepts Tallpine's signed test event and returns a 2xx response within 30 seconds.
• Save the whsec_ signing secret when Tallpine shows it. It is displayed once. If it is lost, rotate it, update the receiver, and test again.
• The receiver should verify Standard Webhooks signatures and deduplicate deliveries using the webhook ID.

CMS Delivery Failed

A delivery failure does not delete the local Draft. Open the Article and read the failure message:

• If Try Sending Again appears, first repair or re-test the Connection when the message calls for it, then retry delivery.
• If no delivery Retry appears, the message identifies a secure credential storage, server, or configuration problem that needs support or a Connection change.
• ZIP export remains available even when CMS delivery fails.

Publishing retries are delivery recovery, not Article-generation retries. They do not consume an Article.

A Schedule Cannot Be Changed

Every schedule is bound to the exact Connection selected when it was created. Changing the Site default does not retarget existing schedules.

• If the bound Connection is unavailable, repair and test that Connection before rescheduling or sending now. Cancel Schedule remains the safe way to remove the local timer.
• When a schedule says Publishing soon, it is inside the final processing window and cannot be edited. Wait for the delivery result, then use the Article's recovery action if needed.
• If a scheduled time is more than 24 hours past and the Article is still scheduled, the Article shows overdue recovery: Send now or Cancel Schedule.
• If cancellation is pending, try cancellation again before another schedule action.

Scheduled, Publishing, and delivery-failure states are separate from the Article's Draft or Exported state. Canceling a schedule leaves the local Article and ZIP export unchanged.

The Publishing Queue Needs Attention

The Schedule page separates writing failures from publishing failures. Use the row's Retry action for the failed stage. Reordering the queue recalculates future rhythm slots, but the queue temporarily locks an item that is actively publishing.

ZIP Exports and Downloads

Export prepares a private ZIP in the background, then starts the browser download. It does not consume an Article, and remote publishing state stays separate.

The ZIP Cannot Be Prepared

1. If the Article has unsaved changes, save them before exporting.
2. Wait for an existing export to finish. Tallpine permits one active export per Site and up to two active exports for the account.
3. If export reports that it is taking longer than expected or that the connection failed, keep the Articles unchanged and try again shortly.
4. For a large selection, export no more than 50 Articles in one batch.

A successful first export marks Drafts as Exported. Re-exporting downloads the latest saved copy without claiming that the Article is live in a CMS.

Email Notifications

Open the account menu, choose Email Notifications, and save the categories you want:

• Work updates for completed or permanently failed generation, research, strategy, revision, and Image work
• Publishing for scheduled-delivery success, permanent failure, and missed checkpoints
• Lifecycle for welcome, trial timing, and Article allowance notices

These are optional. Subscription, cancellation, access, and payment-failure service messages cannot be disabled. Product Updates are off and require a separate confirmed opt-in.

If Save preferences fails, choose Save again when the connection is stable. Tallpine stops all email delivery after a permanent bounce or spam complaint; contact support from the account email if expected service messages have stopped.

Contact Support Safely

If the documented recovery does not work, email [email protected]. There is no need to repeat a failed action while support investigates.

Include These Details

• The email address shown in the Tallpine account menu
• The Site name and affected Article, Source, or Connection
• The exact action you took and the complete visible error message
• The approximate time of the problem and your time zone
• The work ID from Details, when a failed-work card provides one
• A screenshot with unrelated personal or customer information removed, when it helps show the state

Never Send Secrets

Do not email a Google or WordPress password, WordPress Application Password, webhook signing secret, complete card number, private API key, or the raw contents of a private Source. Support can investigate with the account, Site, Article, Connection, and work identifiers above.

Privacy or Account Requests

Send data-access, correction, or deletion requests from the email address associated with the Tallpine account so ownership can be verified. Export content you want to keep before requesting deletion or allowing access to end.