Common Issues

Solutions to frequently encountered problems

Quick solutions to problems you might encounter.

File Upload Issues

File upload fails immediately

Possible causes:

• File is not a CSV
• File is larger than 50MB
• File is empty

Solutions:

• Export from your source as CSV
• Split large files into smaller batches
• Verify file has data rows

Garbled characters in preview

Cause: Encoding mismatch

Solution: Re-export your file as UTF-8:

• Excel: Save As → CSV UTF-8
• Google Sheets: File → Download → CSV (auto UTF-8)

Columns not detected correctly

Cause: Non-standard column names

Solution: Column detection is just for display. Use exact column names from your CSV in templates with {{Column Name}} syntax.

Quality score is low

Cause: Missing data, empty cells, or data quality issues

Solutions:

• Fill in missing critical fields (name, company, email)
• Remove empty rows
• Fix invalid email formats

Template Issues

Variables not being replaced

Cause: Column name mismatch

Solution:

• Check exact column name in your CSV
• Use {{Exact Column Name}} with exact spelling
• Column matching is case-insensitive

Output is too generic

Causes:

• Prompt too vague
• Not enough variables used
• Missing data in CSV

Solutions:

• Add more specific instructions
• Reference more columns
• Check that CSV has data in referenced columns

Output ignores my instructions

Causes:

• Instructions buried in long prompt
• Conflicting instructions

Solutions:

• Put key instructions at the end of prompt
• Use “IMPORTANT:” prefix
• Simplify conflicting requirements

AI adds unwanted text

Examples: “Here’s a hook:”, “Let me know!”

Solution: Smelt auto-fixes most of these. If you still see them:

• Add explicit instruction: “Do not include any preamble or sign-off”
• Edit manually if occasional

Job Issues

Job won't start

Possible causes:

• Usage limit exceeded
• No templates selected
• File was deleted

Solutions:

• Check Settings > Billing for usage
• Ensure templates are selected in wizard
• Verify source file exists

Job is stuck 'running'

Possible causes:

• API rate limiting
• Network issues
• Large job still processing

Solutions:

• Wait a few minutes (rate limits auto-resolve)
• Check job progress—large jobs take time
• Pause and resume if stuck too long

Many rows failed

Possible causes:

• API key issues
• Data problems in specific rows
• Rate limiting

Solutions:

• Check API key in Settings
• Review failed rows for patterns
• Re-run failed rows (auto-retry handles most issues)

API Key Issues

'Invalid API key' error

Causes:

• Typo in key
• Key was revoked at OpenAI
• Key expired

Solutions:

• Re-enter key carefully (no extra spaces)
• Generate new key at platform.openai.com
• Delete old key in Smelt, add new one

'Insufficient credits' error

Cause: OpenAI account has no credits

Solution: Add credits at platform.openai.com/account/billing

'Rate limit exceeded' error

Cause: Too many requests to OpenAI

Solution:

• Wait 1 minute (auto-retries handle this)
• For persistent issues, check OpenAI tier limits

Account Issues

Can't log in

Solutions:

• Check email spelling
• Use “Forgot Password” to reset
• Wait 15 minutes if rate limited (too many attempts)

Password reset link not arriving

Solutions:

• Check spam/junk folder
• Verify email address is correct
• Wait a few minutes (email can be delayed)
• Request new reset link

Usage not updating after upgrade

Solution:

• Usage resets at start of new billing cycle
• Upgrading increases limit but doesn’t reset used count
• Contact support if limits seem wrong

Still Stuck?

If you can’t resolve your issue:

1. Check the Error Messages page for specific errors
2. Review the FAQ for common questions
3. Contact [e-mail] with:
   • What you were trying to do
   • The exact error message
   • Screenshots if helpful