Troubleshooting

Solutions to common problems. If yours isn't listed, open a ticket in the Support Server.

Vex isn't in the dashboard's server list after adding it

Return to the dashboard tab and wait a few seconds, or press Refresh the list.
Make sure Vex appears in your server's member list. If it doesn't, add it again from vertx.info/invite.
Make sure you're logged in to the dashboard with the account that has Manage Server in that server.

Vex shows as offline

Check the status page. If Vex is offline there, the problem is on my side and you don't need to change anything.

Home says Vex is missing permissions

Press Fix permissions and authorize Vex again with every permission selected. Also check the panel channel and ticket categories: if Vex's permissions are denied in a specific channel or category, it can't work there.

The panel won't post

Choose a panel channel on the Support panel page.
Make sure Vex can view the channel and send messages in it.
If the panel uses an Area menu, at least one area must have Show in the menu turned on.

Tickets don't open

Choose both the Pending Tickets and Active Tickets categories on the Tickets page, and a transcript channel on the Logging page.
Make sure Vex has Manage Channels and Manage Roles, and that these aren't denied in the ticket categories.
Check whether the member has a blocked role, has reached the open ticket limit, or is still in the cooldown.

Your team isn't notified about new tickets

Add at least one role under Ping on open, on the Tickets page or on the area. Members of that role also need access to the ticket, so make sure it's one of your support roles.

A member didn't receive their transcript

The member has direct messages from server members turned off. They can turn them on in Discord's privacy settings for your server. Your transcript channel always keeps a copy.

Vex doesn't answer questions

Make sure Vex AI is turned on and that the channel is one of your answer channels.
The message must start with "vex" or be a reply to Vex.
Add a knowledge entry for the question, then test it with Check your knowledge.
Vex doesn't reply to messages that contain profanity.

Save changes is disabled

A section you changed has a problem. Press Show me in the save bar to go to it. To discard your changes instead, press Reset.