Troubleshooting
Find the message or symptom you see, then follow the fix. Each fix is something you or your organization’s owner or admins can do. If none of them works, get help.
Errors from the Playwright client appear in your CI job’s output. They look like Failed to create build (401): {...}. The number in brackets is the response code, and the text after it is pixmoat’s message.
Signing in
| What you see | Why | What to do |
|---|---|---|
| “Invalid email or password.” | The password is wrong, or you have no account with that email. | Select Forgot password? and follow Reset a forgotten password. |
| You were invited but never set a password | pixmoat created your account when you were invited. | Use Forgot password? with the invited email address. See Invite a teammate. |
| No reset email arrives | The address has no account, or the email is in spam. | Check spam, then check the address with whoever invited you. Reset links expire after 1 hour. |
| Invalid reset link | The link from a security email has no reset code. | Select Request new reset link. |
| “This reset link has expired or already been used.” | Links work once, for 1 hour. | Request a new link. |
| Confirm this browser | pixmoat wants an email code for a browser it doesn’t recognize. | See Confirm a new browser. |
| “An unexpected error occurred. Please try again.” on the sign-in page, or “Too many requests” | Usually too many attempts in a short time. | Wait five minutes and try again. |
| You’re signed out after a failed password change | The current password you entered was wrong. | Sign in again and retry with the correct current password. |
| “account is disabled” | Your account has been turned off. | Email info@pixmoat.com from the account’s address. |
Access and permissions
| What you see | Why | What to do |
|---|---|---|
| No projects available | You’re a member with no project access. | Ask an organization owner or admin to grant you projects. See Project access. |
| No Settings or Members in the project sidebar | You’re not a project admin. | Ask a project admin for the Admin role, or ask them to make the change. |
| Invite member is greyed out, or Plan limit reached | Every seat is in use. | See Seats. |
| “only the org owner can …” | Admins can’t manage other admins, seats or ownership. | Ask the owner. |
| “only org owner or admin can create projects” or ”… delete projects” | Only organization owners and admins manage projects. | Ask an owner or admin. |
| “This action is unavailable in the demo. Create an account to use it with your own projects.” | You’re in the demo organization, which can’t be changed. | Create an account to use your own organization. |
Uploads from CI
The Connect Playwright and GitLab CI guides cover setup errors in detail. The most common responses:
| Response | Message | Why | What to do |
|---|---|---|---|
| — | Missing required pixmoat environment variables | PIXMOAT_TOKEN or PIXMOAT_PROJECT isn’t set in the job. | Set both. On GitLab, a protected variable isn’t passed to unprotected branches. |
401 | invalid or expired token | The token is wrong or revoked, or belongs to a different project. | Check that PIXMOAT_PROJECT is the project’s slug. If it is, create a new token (see Access tokens). |
401 | missing authorization header | The token variable is empty in the job. | Check the variable’s name and that the job can read it. |
403 | insufficient token scope | The token can’t record review decisions. | Use a token created with Allow review decisions, or decide in the app. |
404 | project not found | PIXMOAT_PROJECT doesn’t match a project. | Copy the slug from the project’s URL (/p/<slug>). |
404 | build not found | PIXMOAT_BUILD_ID points at a build that doesn’t exist or was deleted. | Don’t set it by hand. Let startBuild() create the build, or pass the ID from the job that created it. |
409 | build is not in running status | The job tried to add to a build that’s already finished, usually a reused PIXMOAT_BUILD_ID or a retried capture job. | Run the whole pipeline again so it creates a new build. |
409 | quota_exceeded | The organization used its screenshots for the month. | See When screenshots run out. |
413 | image exceeds … | A screenshot is too large. | See Upload limits. |
426 | capture client is too old | Your @s4labs/pixmoat-playwright version is no longer supported. | Upgrade it: npm install -D @s4labs/pixmoat-playwright@latest. |
408 or Request to … timed out | — | The upload was too slow or the runner lost its connection. | Check that the runner can reach app.pixmoat.com, then run the job again. |
503 | image processing busy; retry later | pixmoat was busy. The client already retried. | Run the job again. |
A line starting with [pixmoat] warning: that says the client is outdated is only a warning. Upgrade when you can.
Builds and reviews
| What you see | Why | What to do |
|---|---|---|
| The build shows Failed | At least one upload failed, so the build isn’t capture complete. | Find the first Failed to upload snapshot line in the job output, fix it, and run the pipeline again. |
| Screenshots you didn’t delete show as Removed | Part of the suite didn’t run or didn’t capture. | Run the full suite. See Completeness and removals. |
| Every screenshot is New on a feature branch | The default branch has no approved baselines yet. | Run CI on the default branch and approve its build. See Baselines and branches. |
| The build stays In Review after everything is decided | The review isn’t finished, or the approval policy isn’t met. | Select Finish review. See When the policy isn’t met. |
| CI stays red after approval | The gate job ran before the review finished. | Retry the gate job. |
| No commit status on the merge request | The Git provider connection isn’t set up or failed. | See the GitLab, Bitbucket or other Git hosts guide. |
| An old build’s images are gone | Build history was cleaned up. | See Build history. |
Billing
| What you see | Why | What to do |
|---|---|---|
| Payment failed banner | Creem couldn’t take the payment. | The owner or an admin updates the card with Update billing →. See Banners. |
| The plan still says Free after checkout | The payment confirmation hasn’t arrived yet. | Wait a few minutes and reload Billing & usage. If it still says Free, get help and include the checkout date. |
| “Choose at least n seats to cover every active member.” | You picked fewer seats than members. | Raise the seat count, or remove members first. |
| Manage Seats is missing | Only the owner sees it, and only while the subscription is Active. | Ask the owner. |
| Your subscription has lapsed | The Pro subscription ended. | See When Pro ends. |
Get help
Select Help & feedback in the user menu (top right) or at the bottom of the project sidebar.
- Under What do you need?, choose Get help, Report a bug or Request a feature.
- Write a Short summary and the details. For a problem, include:
- the build or page URL,
- roughly when it happened, with the time zone,
- the exact error message and response code from the CI job,
- your
@s4labs/pixmoat-playwrightversion.
- Select Send feedback.
pixmoat attaches the page, organization, project and browser details for you. Never include passwords or tokens. If a token ended up in a message or a job’s output, rotate it.
The pixmoat team reads every submission, but can’t promise an individual reply. If you can’t sign in, email info@pixmoat.com instead.