# Troubleshooting and support

Start with the message shown in Marvin. Resolve that condition, then retry the action once. Repeated retries do not fix missing access, inputs, or funds.

## A run will not start

Read the message in **Start Marvin** and check for:

- a missing question, goal, dataset, or other required input;
- a project type or run option that your plan does not include;
- an unavailable model or compute resource;
- a connection that is not ready;
- an insufficient Marvin balance or provider funding problem.

Correct the displayed item, then select **Start Marvin** again. Use [Plan and start research](/docs/plan-research) for run settings, [Connections](/docs/connections) for service status, and [Plans and billing](/docs/plans-and-billing) for funds.

## Research needs attention or was interrupted

Open the project and read its current status and Activity. If Marvin asks for input, respond to that request before continuing. If work stopped or was interrupted, review the saved results and the displayed recovery action before starting more work.

Do not assume an external job stopped when the Marvin run stopped. Check the connected provider before resubmitting a job that can add charges or change provider data. See [Chat with Marvin and guide research](/docs/guide-research).

## A source, file, or export is unavailable

1. Confirm that you are viewing the expected project and iteration.
2. Check whether the source, report, experiment, or file exists in that view.
3. Distinguish an empty result from a failed or unavailable result.
4. Retry the specific download or export once.

Full text is not available for every literature record. An identifier or citation can still exist when the full document does not. See [Search and review evidence with Atlas](/docs/atlas), [Review research and export results](/docs/review-results), and [Use datasets and project files](/docs/data-and-files).

## An upload or preview fails

Check the accepted format and size shown in the upload dialog. Confirm that the file finished uploading before selecting it for research. A file can appear in the list even when it is unavailable, so check the preview or download action.

Retry with the original file. See [Use datasets and project files](/docs/data-and-files).

## A shared project is read-only or missing

Check the **READ** or **WRITE** access badge in the project list.

- **READ** access lets you review the project. It does not let you send chat messages, change the project, or start a run.
- **WRITE** access lets you work in the project and start allowed runs. The project owner's plan and wallet apply.
- Only the owner can change sharing or revoke access.

If the project is missing, ask the owner to open **Share > Current access** and check the recipient. See [Manage and share projects](/docs/projects).

## A service is not ready

Open account [**Settings**](/docs/account), select **Integrations**, then select the service and use its current state:

- **Configured**: select **Check** or **Test**.
- **Needs attention**: follow the displayed reason, then reconnect or replace the credential if offered.
- **Status unavailable**: refresh or select **Retry** before changing the connection.
- **Admin setup**, **Coming soon**, or **Unavailable**: the service cannot be connected from the current account.

Check the provider account for expired access, missing permissions, or provider-side funding. If you disconnect a service, revoke Marvin at the provider too when you want to remove access completely.

## Chat opens but a message will not send

If the project owner's wallet is exhausted, saved chat remains readable. If you own the project, add funds under account **Settings > Plan & billing**. If you have **WRITE** access, ask the owner to add funds; adding money to your own account does not fund the shared chat. Do not resend a turn that already appears in the conversation.

## A Litmus request needs attention

Open the study under **Data**, then read the **Litmus request** state.

- If there is no active connection, connect **Litmus Science** under **Settings > Integrations**.
- If Litmus refused a permission, select **Update permissions** on that connection and grant the permission named in the message.
- If the request is **Blocked**, select **Review**, answer the open decisions, or choose **Hold** and state what Marvin should change.
- If the outcome is unknown, use **Refresh status** or **Reconcile with Litmus** when offered. Check Litmus before preparing or approving another request.

See [Prepare and submit a study with Litmus](/docs/litmus).

## Research environment status is not current

Open **Settings > System** and read **Research environment**.

- **Up to date**: no action is needed.
- **Out of date**: let active research finish. Marvin applies the update automatically when the environment is ready and idle. An owner or administrator may also see **Restart to update**; read its confirmation before continuing because it stops running research.
- **Status unavailable**: refresh once. If it persists, use **Report a bug**.

## A payment or automatic top-up fails

Open **Settings > Plan & billing** and check:

- the saved payment method;
- the **Wallet** balance;
- whether automatic top-up is on;
- whether the monthly top-up limit has been reached.

Update the payment method or add credits manually. A provider-funded compute job has separate billing; check that provider's account as well.

## Contact support

Select **Support** in the sidebar or email [support@marvinsci.com](mailto:support@marvinsci.com).

To report a product error from the app:

1. Open the sidebar and select **Report a bug**.
2. Describe what happened.
3. Add the steps to reproduce if you know them.
4. Submit the report.

Marvin attaches the current page, active project ID, and browser details. Do not include passwords, access keys, or tokens. Keep the form open if submission fails; your draft remains available for retry. A successful submission shows **Report sent.**

Contact support after you correct the displayed condition and the same failure remains, or when Marvin offers no recovery action.