When something goes wrong
Get Bilby going again after an error, and tell the Bilby team what happened so they can fix it.
4 min read · Updated 31 Oct 2026
Before you begin
Nothing is lost when you reload
Bilby writes its answers on its own servers, not in your browser. If you reload the page, close the tab or lose your connection, Bilby keeps working, and the chat shows the answer when you open it again from Recents. So reloading is safe.
Step 1: Try again
When a reply breaks off, Bilby says so under it: "This reply stopped because of an error before it finished." Press Try again, the circular arrow in the row of buttons under the reply, and Bilby answers again.
Step 2: Reload the page
If a whole page fails, Bilby shows "Couldn't load this page". Press Reload, or Go to home to start from your home page. Bilby has already sent the error to the Bilby team on its own.
Step 3: Tell the Bilby team
If the problem comes back, press your name at the bottom of the sidebar, then Help & feedback and Feedback. Say what you were doing and what went wrong. See What to send us.
dana@acme-research.com
Step 4: Send a bug report when Bilby offers one
Bilby can spot some of its own mistakes. Turn on Bug report suggestions in Settings › Labs. After each reply, a separate check reads the chat, and only when it finds clear evidence that Bilby got something wrong, a line appears under the reply saying what went wrong.
The answer says it read Japan's newest notice, but its search found no notice from this year.
ReviewSend report4| Press | What happens |
|---|---|
| Review | Opens the report Bilby drafted: Title, What happened, Expected behavior, Actual behavior and Anything else? (optional). You can edit every field, then Submit report, Save changes or Discard draft. |
| Send report | Sends the draft as it is, once you confirm. The draft and the relevant excerpts go to the Bilby team. The chat transcript doesn't. |
| Dismiss (×) | Hides the suggestion. Nothing is sent. |
Note
Want the team to see the whole chat? In Review, tick Include the chat transcript. It sends the chat's text and summaries of Bilby's tools, not your uploaded files.
Labs only lists the experiments your account can use. If you don't see Bug report suggestions there, use Feedback instead.
Messages you might see
| What Bilby says | What it means | What to do |
|---|---|---|
| This reply stopped because of an error before it finished. | The answer broke off partway. | Press Try again under it. |
| Sorry, something went wrong during processing. Please save your query and reload the page. | A step in the reply failed. | Copy what you typed, then reload the page. |
| Couldn't load this page | The page failed to open. | Press Reload, or Go to home. |
| Couldn't load this. Check your connection and try again. | Bilby couldn't reach its servers. | Check your internet connection, then press Try again. |
| Slow down for a moment. | Too many chat requests at once. | Wait a few minutes and try again. |
| You've used this month's AI allowance. | Your monthly AI use is used up. | Press View usage to see when it resets. See Questions people ask. |
| Chat not found | The chat was deleted, or you can't open it. | If someone shared it with you, ask them to invite you to its vault. |
| This chat's agent is no longer available in Acme Research. You can still read this chat. | Your organization removed the agent that answered here. | Press New chat to carry on with another agent. |
What to send us
The more we know, the faster we can find it. Include:
- What you asked, or the chat's name. To send the whole chat, open Chat options (⋯) › Export transcript and choose Download PDF, Download Markdown or Copy transcript.
- The exact words of any error message.
- When it happened, roughly, and which organization you were in.
- The address in your browser's address bar.
- A screenshot, if something looked wrong.
- Your browser (such as Chrome, Edge or Safari), and whether you were on a phone.
Tip
Never put a password in a report or a screenshot.
Try it in Bilby
Find Help & feedback under your name.
Press your name at the bottom of the sidebar. It opens in a new tab, so this guide stays here.