Use this if Raya isn't replying, her answer stops partway through, or a task never finishes. For other problems, see the Troubleshooting hub.
What it looks like
The loading indicator keeps spinning and nothing comes back
Raya's reply stops mid-sentence
You sent a message and got no reply
A task such as a data pull or analysis started but no result appeared
You see "Something went wrong" or "Please try again"
Try these first
Refresh and resend. Reload the page and send your message again. Most timeouts are temporary.
Start a new chat. Long conversations slow Raya down. If she seems stuck, start a fresh one.
Split your request. If you asked for several things at once, send them as separate messages.
Specific problems
Timed out pulling ad account data. Large accounts take longer. Wait 30 to 60 seconds and try again. If it keeps happening, check your Meta account is still connected in Analytics & Launch (see How to connect your ad account), and check metastatus.com for problems on Meta's side.
Reply stops mid-sentence. This happens with long replies, like a detailed report or full script. Type "Continue" in the same chat. If that doesn't work, ask for a shorter version.
No reply in Slack. Try Raya in the Atria app first. If she works there, go to Raya → Connectors, check Slack is connected, and reconnect it if needed. See Raya connectors.
Image generation is failing. That's a different feature. See When it comes out wrong in Generate image ads with Raya.
If nothing above worked
Clear your browser cache and cookies, then reload app.tryatria.com.
Use Google Chrome.
Turn off browser extensions such as ad blockers or VPNs, or try an incognito window.
Check your internet connection. An unstable connection can cause repeated timeouts.
Contact us
Message us through the support chat in the bottom right of the app with:
What you asked Raya (paste the message if you can)
What happened: timeout, no reply, cut off or an error
When it happened, and whether it was in the app or Slack
A screenshot, if you have one