Get Help - Gloo

Stuck on something? Work down this list. Most problems are one of the first few, and the last step is always Support.

Check the common problems below.
Check status if requests that used to work are failing.
Ask the docs. Use the AI assistant in the docs search bar to ask a question in plain language.
Open Support in Studio. It is the fastest way to reach us, and where to go for anything the steps above do not solve.

Common problems

What you see	What it usually means	What to do
The API rejects your key	The key is mistyped, not set in your environment, or was revoked. A key is shown only once.	Create a new key on the API Keys page and set `GLOO_API_KEY` again. See the quickstart.
You cannot create an API key	Creating a key needs a funded wallet or a payment method on file.	Add credits on the Billing page. See Prepaid Credits.
`402 INSUFFICIENT_CREDIT`	Your credit balance reached zero.	Add credits and requests resume immediately. Turn on auto-refill so it does not happen again.
`429 / 1009 MONTHLY_SPEND_LIMIT_REACHED`	Your organization reached its monthly API spend limit. Adding credits does not clear it.	Wait for the month to reset (UTC), or ask Support about the limit. See Prepaid Credits.
Model not found	The model ID is wrong.	Use the `gloo-<provider>-<model>` format, and list valid IDs with `GET /platform/v2/models`. See Models.
Grounded, search or content calls are unavailable	These need Data Engine access, which is separate from Inference.	See Data Engine, or request access.
Gloo Code returns `402 GC_NOT_SUBSCRIBED` or `GC_ALLOWANCE_EXHAUSTED`	You have no Gloo Code plan or seat, or your allowance is used up.	Choose a plan or buy a top-up in Studio. See Billing & Plans.
An error code you do not recognize	Each error has a documented cause and fix.	Look it up in Errors.

For failures on the provider side, Provider Failover covers what Gloo retries for you and what your app should still handle.

Contact Support

Open Support at the bottom of the Gloo AI Studio sidebar. Use it for API errors and unexpected responses, account and organization questions, billing and credits, and keys and access. For an API problem, include:

The trace_id from the error or response. It lets us look up the exact request.
The endpoint and the model you called.
The time of the request and what you expected to happen.

Never paste your API key.

Enterprise

Enterprise organizations can also contact their account manager.

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