Use these checks when a workflow, source, or integration is missing or refuses to start.
1. Confirm the surface
Open Capabilities by surface. If the feature is not supported on the current surface, use the web app or the surface named by its guide.
2. Confirm identity and organization
For Slack, Teams, email, CLI, and MCP, confirm that the connected Portrait user and organization are the ones you intended. Reconnect when the session belongs to a different or expired account.
3. Check workflow access and usage
Open Settings → Usage in the web app when the workflow consumes Normal or Mosaic research usage. Usage shows balances, not feature access: an account can have access to Portrait, and a visible balance, while a gated workflow remains unavailable. Ask your account team about access to a gated workflow.
4. Check the data entitlement
Third Bridge, Visible Alpha depth, and other licensed sources can depend on the firm's agreement. A provider can also restrict display or retrieval on a connected surface.
5. Collect useful evidence
Before contacting support, collect:
- the page URL or integration name;
- the approximate time and time zone;
- the organization and user identity, without passwords or tokens;
- the action you attempted;
- the exact visible error text;
- the expected and observed result;
- a screenshot with confidential research content removed where possible.
Never send passwords, OAuth codes, session credentials, signed URLs, or API secrets.
Escalate
Contact the team with the evidence above. If the issue affects a connected client, include the client name and version. If a source is missing, include the source category, company, and period rather than copying licensed content into the support request.