Each entry describes a symptom, a probable cause, and a resolution.

Inability to open Acquia AI

• Cause: Accounts might not hold access. Acquia activates accounts in phases and sends email notifications to organization administrators.

• Cause: Organization administrators might not have granted access. Until administrators grant access, only organization administrators can access Acquia AI.

Contact an organization administrator. For additional details, visit Getting started with Acquia AI.

Each entry describes a symptom, a probable cause, and a resolution.

Inability to open Acquia AI

• Cause: Accounts might not hold access. Acquia activates accounts in phases and sends email notifications to organization administrators.

• Cause: Organization administrators might not have granted access. Until administrators grant access, only organization administrators can access Acquia AI.

Contact an organization administrator. For additional details, visit Getting started with Acquia AI.

Ability to submit questions, but failure to delegate work

• Verify the active mode. Advisor mode answers questions only. For additional details, visit Modes in Acquia AI.

• Confirm that the organization holds a Work mode entitlement. Access to Acquia AI covers both modes, but Work mode requires this entitlement on the subscription. Contact the Acquia account team to verify entitlement status. For additional details, refer to Getting started with Acquia AI.

• Ensure that the subscription holds available AI credits. Zero balances prevent new tasks from starting. For additional details, visit AI credits and usage.

Agent reports unreachable sites or applications

• Cause: Administrators have not assigned resources to the project agent. For additional details, visit Getting started with Acquia AI.

• Cause: Target sites are not Acquia Source CMS sites. Custom Drupal applications hosted elsewhere cannot connect in this release.

Agent audits pages without applying fixes

• Cause: Fixes apply exclusively to custom components on connected Acquia Source sites, whereas audits evaluate any publicly accessible page. For additional details, visit Run a governance check and apply a fix.

• Cause: Identified errors fall outside the reviewed set of accessibility errors that Acquia AI can fix.

Reversal of approved changes

Current releases provide no automatic reversals. Revert results through standard change processes. For additional details, visit Governance and control management.

Zero credit balance

Subscriptions have exhausted released AI credits for current monthly periods. New tasks become possible after the balance resets on the first day of the following month. To increase credit allocations sooner, contact the account team to request larger monthly allowances:

• In-progress tasks complete without interruption.

• Review, approval, and publication options remain available.

For additional details, refer to AI credits and usage.

Diagnostic findings indicate platform issues

Forward diagnostic findings and evidence to Acquia Support. For live, customer-facing incidents, contact Acquia Support directly instead of routing issues through the agent.

Contact Acquia Support directly

Contact Acquia Support directly for live incidents, suspected platform faults, or items that Acquia AI identifies as outside its evaluation scope.