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Error messages
This page collects the messages that appear most often in Custodos, each with its cause and fix. The messages are quoted as the app shows them. Where the app inserts a file name, a model or a number, the text shows … instead.
Last checked on 28 September 2026
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Sign-in and invitations
| Message | Cause | Fix |
|---|---|---|
| That sign-in link has expired or was already used. | Each sign-in link works only once and only for a limited time. | Enter your address again and open the new link. |
| This email is already registered with a different sign-in method. | The account was created through another sign-in route, usually the email link. Custodos does not link Microsoft accounts by their address. | Sign in with the original route. Details under Signing in. |
| Sign in with SSO | The workspace requires sign-in through the company's Google or Microsoft organisation. | Sign out and sign in again with your company account through Google or Microsoft. |
| Invitation not valid | The invitation has expired, was already used or was sent to a different address than the one you are signed in with. | Sign in with the invited address or ask the admins for a new invitation. |
| No free seats | All seats in the workspace are taken or held by invitations. | Ask the admins to free up a seat. |
| Sign in with your company address | The workspace only admits addresses on its company domain. | Sign out, sign in with your company address, then open the link again. |
| Sign in with a company Google Workspace or Microsoft Entra account before enabling SSO. | An admin wants to require SSO but is signed in with an email link or a personal account. | Sign in with the company account and set the switch again. See Access and SSO. |
Files and uploads
| Message | Cause | Fix |
|---|---|---|
| The file is larger than 20 MB. | A single file can be at most 20 MB. | Split or shrink the file, for example by compressing the images in a PDF. |
| This file type is not supported. | The format is not one of the readable formats. | Save it as PDF, Word, Excel, PowerPoint or text. The list is under Attaching files. |
| “.…” files cannot be read. | Custodos recognises the format but cannot read it, for example .doc, .ppt, .odt, .rtf or .pages. | Save the file as PDF, Word, Excel or PowerPoint and upload it again. |
| “.…” images cannot be read. | The image format is not supported, for example .heic, .tiff or .svg. | Save the image as PNG or JPEG and upload it again. |
| … contains no readable text, probably a scan. | The PDF consists of images of pages without a text layer. | Attach the pages as images or paste the text directly. |
| … could not be opened. | The file is damaged or password-protected. | Remove the password protection or save the file again. |
| This chat already holds 30 images. | A chat holds at most 30 images. | Start a new chat for further images. |
| Too many uploads in a short time. | In the chat and for agents together, at most 12 uploads per minute and person are possible. | Wait a moment, then continue uploading. |
Models and region
Which models and features are available depends on the processing region your workspace selects. The model picker always shows what is currently available.
| Message | Cause | Fix |
|---|---|---|
| No model enabled yet | No chat model is enabled in the workspace. | Admins enable at least one model under Models. |
| This model is not available right now. | The selected model cannot answer at the moment. | Pick another model or try again later. |
| No image model is available for this workspace's processing region. | The selected region offers no model for image generation. | Admins can see what the region covers under Processing region. |
| The model for security mode is not available. | No usable model is set for security mode. | Admins set the Model used in security mode under Settings. |
| Not available in security mode | Security mode has no image generation. | Use a regular chat for images. |
| This conversation is too long for … | The chat exceeds the amount of text the model can process at once. | Remove an attached file, start a new chat or choose a model with a larger context window. |
| That model runs outside the processing region allowed for this workspace | An admin wants to enable a model that runs outside the selected region. | Change the region first or choose a model inside the region. See Managing models. |
Credits and budget
When the credits are used up, Custodos does not lock the chat. Everyone keeps working on a cheaper model until the credits reset. How this works is described under Credits and throttling.
| Message | Cause | Fix |
|---|---|---|
| Monthly credits are used up. | The workspace has used its monthly credits. | Keep working: the model is fixed until the reset. If you need more, admins contact Custodos. |
| Your personal monthly budget is used up. | The credits of your seat are used up for this month. | In the chat you keep working on the economy model until the budget resets. Images cannot be generated until then. For more budget, ask the admins, for example for a larger seat. |
| Image generation is paused until the monthly credits reset. | While the credits are used up, Custodos creates no images. | Wait for the reset. The chat keeps working. |
| This workspace has used far more than its monthly credits. | Usage is far above the monthly credits. Beyond this limit Custodos accepts no further requests. | Admins contact Custodos to order more credits. |
Data protection
| Message | Cause | Fix |
|---|---|---|
| Contains protected data (…) | The message contains a detail your workspace blocks, with the protection level Strict for example an IBAN or card number. | Remove the highlighted detail and send again. See Protecting personal data. |
| This message is blocked by the data-protection rule "…". | A custom rule of your workspace blocks the detail. | Remove the detail or ask the admins. |
| Images are blocked in this workspace by its data-protection settings. | The data-protection settings do not allow images, for example with the protection level Strict. | Admins can allow images in the data-protection settings. |
| Images cannot be attached in security mode | Image content cannot be pseudonymised. | Use a regular chat for images. |
| Pseudonymisation is not available right now, so nothing was sent. | Pseudonymisation could not run, so Custodos held the message back. | Try again later. |
Model replies
| Message | Cause | Fix |
|---|---|---|
| This message did not get an answer. | The request did not lead to a reply. | Click Send again. |
| The reply was cut off at the output limit. | The reply was longer than the model can output at once. | Ask in smaller steps, for example the evaluation first, then the file. |
| Another reply is still running in this conversation. | An earlier reply is not finished yet. | Wait, or end the running reply with Stop. |
| The model provider is rate-limiting us right now. | The provider is briefly not accepting further requests. | Wait a moment and send again. |
| The model took too long to answer. | The reply did not arrive in time. | Try again. |
| The provider's safety filter refused this request. | The model provider's filter rejected the request. | Rephrase the request. |
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