Connecting
My agent can't see my board
Agent tokens are scoped to one workspace, so nine times out of ten the token you pasted belongs to a different workspace than the board. Open the Agents page in the app, check which workspace you're in, and compare the token there against the one in your agent's settings. If they don't match, paste the right one, or mint a fresh token in the workspace the board lives in.
I'm on claude.ai and my token doesn't work
That's expected: claude.ai (the website) connects through Claude's connector directory rather than tokens. Add Plainpaper from Settings → Connectors instead; the full walkthrough is here. Once connected, also check that Plainpaper is switched on in the chat's tools menu; each conversation decides which connectors it uses. Tokens are for Claude Desktop, Claude Code, and other MCP clients.
A Plainpaper feature seems missing in my agent
Some clients cache the list of tools a connection offers, so a capability your agent should have doesn't show up. Reconnect Plainpaper, or refresh the tool list in your client's settings, and it will pick up the full set.
Cards & boards
I can't set a card to approved
One of three gates is blocking it: an unfilled image placeholder, a creative that isn't staged in any preview frame, or an ad missing its CTA or destination URL. The error names which one; fix that and approve again. The gate is deliberate: "approved" always means fit to ship, so you can't approve an email with a missing hero image.
We edited the same card at the same time
Nothing is lost. Whoever saved second is told there was a conflict and re-reads the card before saving again; the first edit is never silently overwritten. And version history keeps every meaningful edit, so you can always see what changed and bring anything back.
The agent says it can't connect two cards
Card connections stay within one phase, by design. If the relationship crosses phases, connect the phases instead, or move one card into the other's phase and connect them there.
Media
The agent's image got rejected
External image links aren't allowed on cards: a hotlinked image breaks the moment its source moves or goes private. Ask your agent to store the image in Plainpaper instead; it can pull the file in from a URL and attach the stored copy. See Assets & media for how storage works.
My video shows "processing"
Previews and thumbnails generate in the background after upload. Small images are near-instant; large videos take a moment. The status updates on the card when the preview is ready.
Approvals & control
Can my agent approve its own work?
Only low-risk, reversible actions, and only after you authorize it in chat. Anything involving money and anything irreversible always requires your click. That rule is enforced on the server, not just in the agent's instructions, so a persuasive agent can't talk its way past it. Details in Approvals & control.
Why won't it delete a phase?
Destructive changes to a board's structure (deleting or reordering phases) are human-only by design. Your agent can suggest the change; you make it in the app.
Does Plainpaper send my emails or post my ads?
Never. Plainpaper is where work is drafted, reviewed, and approved; it holds no sending credentials for any platform. Your agent executes approved work through each platform's own connector, and only after your approval.
Account & billing
What happens when my trial ends?
Nothing is deleted. Your most recent board stays active and your agent keeps working on it, while other boards are archived and invites turn off until you subscribe. The full behavior is on Plans & billing.
How do seats count?
Every human member across the workspaces you own takes a seat, any role; agent connections are free, and being invited into someone else's workspace doesn't count against your plan. See Plans & billing for the caps per plan.
Can I run more than one brand?
Yes. Each brand gets its own workspace, with its own boards, guidelines, and agent connections, fully separate from the others. Workspaces & team explains the model.
Data & security
Is my data isolated?
Yes. Workspace isolation is enforced in the database itself as well as in the application code: a request from one workspace cannot read another's data. Your uploaded assets are stored privately, with no permanent public URLs.
How do I cut off an agent?
Revoke its token on the Agents page. Revocation is immediate: the agent's next call is refused. You can mint a new token whenever you want it back.
Can other people see my boards?
Only members you invite into the workspace, or people with a share link you deliberately created. Share links are read-only and revocable. See Share a board.
Still stuck?
Write to [email protected]; a human reads it. Include what you tried and, if an error appeared, what it said. The error text usually names the fix.