---
title: "Troubleshooting"
description: "Fix common AI Glot upload, mapping, credit, progress, download and developer-access problems without losing work."
canonical: "https://ai-glot.com/docs/platform/troubleshooting"
updated: "2026-08-09"
---

# Troubleshooting

Open the symptom that matches what you see. The fixes below do not delete a translation or consume additional credits.

**The CSV is rejected before upload**

Re-export it as UTF-8 CSV and check for blank or duplicate headers, unclosed quotes and rows with a different number of columns. The maximum signed-in upload is 35 MB. See [CSV requirements](/docs/platform/csv-files).

**Analysis chose the wrong columns or languages**

Analysis is a proposal. Change the layout, source, destination, language mode or target languages on the review screen before starting. Preview sample values to distinguish content columns from IDs or metadata.

**The credit estimate looks too high**

Check which cells the selected layout includes. Multi-language columns multiplies the source count by the number of destinations; Full CSV includes every translated text cell. Paid plans can use Lite for eligible bulk content at about one third of Standard cost.

**Translation appears slow**

Keep the batch page open to see its live phase and percentage, but the job continues if you leave. Multiple destination languages, many short cells and retries can take longer than a similarly sized file with one destination. AI Glot emails you on completion.

If progress has not changed for an extended period, reload once. The server—not the browser animation—is authoritative. A terminal failure returns reserved credits automatically and shows a safe error message.

**The downloaded file will not import**

Compare it with the original export: same delimiter, headers, number of columns and row identifiers. AI Glot preserves these, but the destination system may impose its own required fields, value lengths or locale codes.

**API, CLI or MCP authentication fails**

Check that the credential is active, belongs to the expected workspace and has the required scope. For CLI problems, run `aiglot doctor`. For structured API failures, follow the `docs_url` and quote the returned `request_id` when contacting support.

**The developer tool cannot start a translation**

That is expected in v1. Upload and batch creation are web-app capabilities today. The API, CLI and MCP operate existing translations and glossaries without spending credits.

## Contact support

If the steps above do not resolve the issue, open **Support** in the app. Include the workspace name, batch ID and request ID where relevant, but never include an API key or access token.

![AI Glot support page](/docs/screenshots/platform/support-page.webp)

_Support offers live chat and email support_

![AI Glot support assistant](/docs/screenshots/platform/support-chat.webp)

_The in-app assistant can help with CSV workflow questions_