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Use this page when the onboarding wizard cannot move to the next step or when a product-specific setup task finishes with an error.

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The selected plan is unavailable

RAUM checks the live offer catalog during signup. A self-serve product or tier can be disabled centrally even if an old browser tab or saved link still points to it. Try the following:
  1. refresh the onboarding page;
  2. return to the Product step;
  3. choose an offer currently shown as available; and
  4. submit the registration again.
If you are trying to buy Enterprise, use the sales-led path instead of the self-serve wizard.

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The AI provider cannot be verified

Check:
  • that the API key is current;
  • that the credential has access to the provider/model you selected;
  • that the base URL belongs to the provider and uses public HTTPS;
  • that a custom endpoint is actually OpenAI-compatible when you selected Custom; and
  • that your provider account is not blocking requests because of quota, billing, or regional policy.
RAUM refuses local, loopback, cloud-metadata, and private-network base URLs during public onboarding. If the primary provider has no compatible embedding model, configure the secondary provider offered by the wizard instead of forcing an arbitrary chat model into the embedding field.

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I did not receive the verification email

The verification code is sent to the work email used during signup.
  1. Check spam or junk folders.
  2. Confirm the address displayed by the onboarding wizard is correct.
  3. Request another code from the verification screen.
  4. Use the newest code you received.
The code expires after 10 minutes.

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My verification code fails

A code can fail because it expired, was replaced by a newer code, or does not match the pending registration. Request a fresh code and submit that one. If provider validation temporarily failed during final verification, retry the same valid code after a short interval before restarting the entire signup.

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Zendesk OAuth failed

Confirm:
  • the Zendesk subdomain is correct;
  • you authorized the intended Zendesk account;
  • the browser was allowed to return to RAUM after authorization; and
  • the connected Zendesk user has the permissions needed for the setup you want RAUM to perform.
You can retry OAuth from the Zendesk step. API-token authentication is also available as a fallback.

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I returned from Zendesk but the wizard looks wrong

RAUM preserves a short-lived pending onboarding state across the OAuth redirect. If the browser session was cleared, the saved state expired, or the flow was resumed much later, return to the onboarding page and restart the affected steps rather than trying to reconstruct the URL manually.

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Trigger setup returned an error

The most common cause is insufficient Zendesk permission or an expired/invalid connection. Retry from RAUM after confirming the Zendesk connection. The setup path can reconcile existing resources, so do not immediately create duplicate triggers in Zendesk unless you have first reviewed what RAUM already created or reused.

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Marketplace app installation failed

The automatic installer uses Zendesk’s admin-gated app-management API. A non-admin Zendesk connection can therefore work for some ticket operations while still being unable to install the app. Use the manual Marketplace fallback with:
  • Organization ID
  • RAUM API token
The current public Marketplace app does not require a Backend URL field. Manual Zendesk app installation →

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Chatbot widget does not load after signup

Check that:
  1. an active AI model exists;
  2. the web channel is active;
  3. the site origin exactly matches an allowed origin configured in RAUM;
  4. you copied the current snippet from Widgets → Installation; and
  5. you are testing the correct environment and widget.
Finish AI Chatbot setup →

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I can sign in but a product is missing

Your selected offer determines the product entitlements created for the organization. If the organization does not show the product you actually purchased, do not create a second organization as a workaround. Review the subscription/product state from the RAUM account first so the original organization remains the source of truth.