Connect your AI apps
Troubleshooting your AI connection
Quick fixes for sign-in problems, missing tools and messages your AI app passes on from HockeyStick.
Troubleshooting your AI connection
Most connection problems come down to the sign-in method or the email address. Start with the table, then contact your consultant if you are still stuck.
Signing in
| What you see | What it means | What to do |
|---|---|---|
| A page asking for a password | Wrong sign-in method | Close it, start the sign-in again from the app, and use the email code. |
| "Use the email code connection for HockeyStick." | You signed in with a password or Google | Sign out of that sign-in and connect again with your email and the email code. |
| "No HockeyStick account exists for" your email | That email has no HockeyStick login | Check you used your HockeyStick email. If you did, ask your consultant to invite you, then connect again. |
| "This HockeyStick account is linked to another identity." | Your account is already linked to a different sign-in | Contact your consultant so the team can check the link. |
| "This AI connection was disconnected. Contact support to reconnect." | Someone disconnected AI apps for your account | Contact your consultant to have the connection reset. |
| "Oops, something went wrong" after entering your email | The sign-in started before setup finished | Close the page and start the sign-in again from the app. |
| "Callback URL mismatch", or the browser never returns to the app | The local port is busy or not set | Codex uses port 6279 and Claude Code uses 6278. Free the port and sign in again. |
| "Authentication required" when you open the server address in a browser | Normal | The address is for AI apps, not browsers. |
Using it
| What you see | What it means | What to do |
|---|---|---|
| The app asks you to sign in again | Your sign-in expired | Reconnect with the same email and the email code. |
| "Not permitted" or "Resource access denied" | That data is outside your client, or the task is for staff | Ask about your own client only. |
| "Activate access is required" | Your organisation does not have Activate | Talk to your consultant about Activate. |
| "The tool requires an additional permission." | You connected with read access only | Reconnect with read and write access if you want the app to make changes. |
| The app does not know a tool HockeyStick says exists | Your connection still holds the old tool list | Disconnect and reconnect the connector, then start a new chat. In Claude Code, start a new session. |
| A rate limit message | Too many requests in a short time | Wait a minute, then ask again. Do not ask the app to repeat a change. |
| A timeout during a change | The change may have been saved | Ask the app to read the record back before trying again. |
In Claude Code, if
/mcp shows hockeystick as cached, select it, choose Disable, enable it again, then start a new session.Still stuck
Contact your HockeyStick consultant. Tell them which app you use, the email you signed in with, what you asked, and the exact message, including any brief ID or request ID the app gave you.