# OwAI support and troubleshooting

> Get help with OwAI desktop, CLI, cloud sync and MCP. Find the right guide, service health check, diagnostics to include and credentials never to share.

Author: [Alex Visheratin](https://x.com/visheratin)

Updated: 2026-10-20

## Contact OwAI support

Email support@organizewith.ai for product, account, billing, desktop, CLI, cloud-sync or MCP problems. Describe the result you expected and what happened instead. Do not include passwords, OAuth tokens, API keys, complete callback URLs or private media unless support explicitly requests a safe sample.

For a faster diagnosis, include the OwAI version, operating system, storage source type, whether the failure used local or remote MCP, the approximate timestamp with time zone, and the exact non-secret error message. Include a command ID or Cloudflare Ray ID when one is shown; those identifiers are more useful than repeatedly submitting the same operation.

- [Email support@organizewith.ai](mailto:support@organizewith.ai)

## Start with the relevant guide

Choose the guide for the connection or media source that failed. Live MCP discovery remains authoritative for current tool names and inputs; documentation examples never authorize a write or deletion.

- [Choose local, hosted and cloud features](https://organizewith.ai/en/guides/choose-your-owai-setup)
- [Connect AI assistants](https://organizewith.ai/en/guides/connect-ai-assistants)
- [Install and run the CLI](https://organizewith.ai/en/guides/cli-getting-started)
- [OneDrive integration](https://organizewith.ai/en/guides/onedrive-photo-video-library)
- [Apple Photos integration](https://organizewith.ai/en/guides/apple-photos-library)
- [Safe media-management workflow](https://organizewith.ai/en/guides/manage-media-with-ai)

## Check public service health

The public index-server health endpoint reports whether the remote service is responding. A healthy response does not verify your private account, OAuth grant, credits, owning device or storage-provider connection. A 401 from the MCP endpoint without credentials is expected; an HTML bot challenge is not an authentication response.

- [Index-server health response](https://index.organizewith.ai/health)
- [MCP server card](https://organizewith.ai/.well-known/mcp/server-card.json)
- [OAuth discovery guide](https://organizewith.ai/auth.md)

## Separate common failure classes

| Symptom | Check first |
| --- | --- |
| No library or stale results | Confirm the same OwAI account, completed indexing and completed cloud sync for local folders or Apple Photos. |
| Visual search fails but source listing works | Check the structured hosted-inference error and search-credit balance; a metadata fallback is not a successful visual search. |
| Image or video is unavailable | Check source-specific availability. Local folders and Apple Photos need the owning app online plus Remote media access; OneDrive needs its Microsoft connection. |
| A library change remains pending | Keep the required owner online and poll the original command ID. Do not create a duplicate operation while the first is unresolved. |
| OAuth reports invalid_scope | Reconnect and approve the required scope. Enabling a tool in an assistant cannot expand the OwAI token. |
| A non-browser client receives Cloudflare HTML | Record the status and Ray ID. Do not treat a challenge page as an OwAI permission error. |

## Report a suspected security problem

Send a concise report to support@organizewith.ai with Security report in the subject. Describe affected public URLs, versions and reproducible steps without accessing another person's data or including live credentials. Do not publish tokens, private file paths or personal media in an issue or directory discussion.

- [Email a security report](mailto:support@organizewith.ai?subject=Security%20report)

HTML: https://organizewith.ai/en/guides/support-and-troubleshooting