> ## Documentation Index
> Fetch the complete documentation index at: https://docs.heybee.app/llms.txt
> Use this file to discover all available pages before exploring further.

# Troubleshooting

> Fixes for the most common upload, collection, and access problems.

<AccordionGroup>
  <Accordion title="My upload was rejected">
    The error names the exact cause: a size limit, an unsupported format, or a mapping issue. Check the limits (images 20 MB, audio 100 MB, video 500 MB) and, for video, re-export as MP4 with H.264 video and AAC audio:

    ```bash theme={null}
    ffmpeg -i input.mov -c:v libx264 -c:a aac output.mp4
    ```
  </Accordion>

  <Accordion title="A voting link says it is no longer collecting votes">
    One of its stops was reached. Check, in order: the link's expiry and limits under **Setup & collect → Voting links**, whether the link or the evaluation is paused, and your credit balance. Fix the one that applies and voting resumes immediately.
  </Accordion>

  <Accordion title="Collection paused on its own">
    Credits ran out or a spend cap was hit. Top up in **Billing and credits** or raise the cap, then select **Resume collection** in **Setup & collect**.
  </Accordion>

  <Accordion title="Collection will not start">
    **Setup & collect** lists the readiness checks that failed, each with a fix. The common ones: fewer than two outputs, outputs missing a prompt value, or no prompt with outputs from two different candidates.
  </Accordion>

  <Accordion title="I cannot create an API key">
    API keys require a Pro, Team, or Enterprise workspace, and in team workspaces only Owners and Admins manage them. Keys live under **Account settings → Security & API**.
  </Accordion>

  <Accordion title="I cannot create an evaluation on my phone">
    Creating evaluations and importing data need a tablet or desktop. Phones support voting, monitoring, results, exports, and account management.
  </Accordion>
</AccordionGroup>

Still stuck? [Contact support](/support). Include the trace ID from the error if one is shown; it lets us find your exact request. Never include API keys or private media URLs in a support message.