Reference and help
Account and service troubleshooting
Resolve sign-in, verification, sync and hosted AI problems using the messages the apps actually show.
Start with the account shown in the app and the message beside the failed action. Signing in, opening encrypted work and running hosted AI are separate steps. A failure at one does not always require changing the others.
If you can still open work that has not synced, preserve it before signing out or clearing browser data. Settings → Data → Export in Glob for Web or Linux downloads a Glob Portable v1 .glob file with content and organisation, excluding keys and operation history. Web and the Linux CLI can import it as separate copies. Keep this unencrypted file private.
Sign-in and verification
| Message or symptom | Next step |
|---|---|
| That email or password is incorrect. | Check the account email and password. Use your email in the Web form; a username works on the Colli form. |
| Invalid email, username or password. | Check the current username or use your email. A former username held after a rename does not sign you in. |
| Check your inbox and verify your email address first. | Open the verification email before signing in again. |
| This verification link is invalid or has expired. | Request a new verification by repeating sign-up with the same unverified address, then use the newest email. |
| That sign-in link expired or was already used. Try again. | Return to the app's sign-in screen and start a fresh sign-in. |
| Your session expired. Sign in again to continue. | Sign in again from the app. |
| Too many attempts. Wait a moment and try again. | Wait before another attempt. Repeated immediate retries do not help. |
A generic “check your inbox” confirmation does not establish that the account exists or that email was delivered. Check junk or quarantine folders. If the account is already verified, use Sign in or Forgot password? instead of repeatedly creating it.
If Apple or Google opens an unexpected empty account, check the Colli email or username. You may have selected a different provider identity. Sign out of the app and the Colli account page before switching. Contact [email protected] rather than trying to merge accounts by changing profile details.
Password reset
Invalid password reset token means you need a fresh reset link. Select Forgot password?, request another, and open the newest email.
If no reset email arrives, check that the address is verified and that this account already has a password. An account created only through Apple or Google uses that sign-in method; requesting a reset does not add a password to it.
password must be at least 12 characters and password must be 72 bytes or fewer describe separate limits. Some characters take several bytes. Choose a password within both limits.
A successful account password reset does not recover the sync passphrase. See sync and recovery.
Sync and the device copy
| Message or symptom | Next step |
|---|---|
| Unlock failed. Check the passphrase and try again; no sync cursor was advanced. | Check the signed-in account and enter its existing sync passphrase. The account password is separate. |
| Offline — sync when you reconnect | Reconnect and return to the tab or window. |
| Sync is temporarily unavailable; retrying. | Leave the app open while it retries. Preserve unsent work if the failure continues. |
| Your session expired. Sign in again. | Sign in to the same account again. |
| Sync stopped because the server response was invalid. | Preserve local work and contact support with the message and client you use. |
| Close Glob in your other tabs to finish deleting this browser's copy. | Close the other Glob tabs so the requested removal can finish. |
| This browser's copy could not be deleted. Clear this site's data in the browser's settings to remove it. | First preserve unsent work, then follow the browser's site-data removal controls. |
Refreshing the page is not a reliable way to require the passphrase again. Use Settings → Security → Lock. Lock keeps the readable working copy; use the app's sign-out flow to remove it.
If work is missing on another device, check the account on both, their sync state and whether the first device has sent its changes. A single failed document does not necessarily stop every other document from syncing. Use the CLI sync guide for command-line reports.
Hosted AI and credits
| Message | Next step |
|---|---|
| This note has no title or text yet. Give it one first. | Add the material for the request. |
| There is no text to send yet. | Add text or choose a scope containing text. |
| Insufficient credits | Check Usage and the monthly reset date. A smaller request may fit a remaining allowance. |
| Hosted AI is disabled for this account | Contact accounts support if the account should have access. |
| Hosted AI is disabled | Try later. This is separate from your own balance. |
| AI request rate limit exceeded | Wait before trying again. |
| Model unavailable for operation or Model unavailable | Try later; if it persists, send support the action and message. |
| OpenAI provider request failed or Anthropic provider request failed | Try later. Changing your sync passphrase does not resolve a provider failure. |
| The model returned nothing. or Glob returned nothing. | Retry deliberately with a clear, focused request. Check Usage if the request was interrupted. |
The Web app cannot fix a provider-configuration message by accepting your own provider key. Its Your own API keys section has no setup control. For allowances and estimates, see credits and usage.
Connected tools and account changes
If a tool stops after key rotation, give it the newly shown value and update its answering device too. If the key is frozen, expired or revoked, check its state in Profile & account settings → API keys. See connected-tool failures.
For That username is taken. or That username is reserved., choose another name. The form explains the 30-day and yearly rename limits. See username changes.
For a deletion confirmation or cancellation problem, use the deletion guide. A successful sign-in during the grace period cancels deletion, so avoid signing in only to check progress if you want it to proceed.
When contacting support, include the app, the action, the exact message and whether you can still open your work. Send account and deletion questions to [email protected], and other problems to [email protected]. Leave passwords, passphrases, recovery keys and API keys out of the message.