Introduction
This guide lists common problems when connecting an AI assistant to ComplyFlow and how to fix them. It also covers the limits that apply and answers common questions.
Quick check: is it me, or the connection?
Ask your assistant: "Using ComplyFlow, who am I and what can I access?" If you have access to every site, it may say you have 0 allowed sites. That's expected: the number only counts sites you've been assigned to.
It answers with your name and organisation: you're connected. Any problem is about access to a particular module or site. Go to Permission problems below.
It can't reach ComplyFlow: go to Connection problems below.
Connection problems
What you see | Likely cause | What to do |
"Missing or invalid Authorization header" (401) | No token was sent, or it's typed wrong | Check the value reads exactly |
"Invalid API token for environment 'production'" … "or it was created on a different environment" (401) | The token was created on a different ComplyFlow site (for example a test or training site) from the one your assistant is connecting to. It can also mean the token was revoked, the app was disconnected, or your account was deactivated | Tokens only work on the ComplyFlow site where you created them. Sign in to the ComplyFlow site you want to use, create a new token there, and check your assistant uses that site's address. Refer to Creating and managing Personal API Tokens. |
"API token has expired" (401) | The token has passed its expiry date | Tokens can't be extended. Create a new one and replace the old token in your assistant. |
"No staff record for this organisation" (401) | You're no longer a staff member in the organisation the token was created for | Ask your administrator. If you work in more than one organisation, create the token while you're signed in to the right one. |
"The staff account for this organisation has been deactivated" (403) | Your staff account in that organisation is inactive | Ask your administrator. If you're reactivated, create new tokens and connect your apps again. |
The assistant keeps asking you to sign in again | Your connection was disconnected, has been unused for 90 days, or your access was removed | Sign in again. If ComplyFlow says API access is not enabled, ask your administrator. |
"API access is not enabled for your account" page when signing in | You don't have the MCP / API token access permission or Edit Organisation Details | Ask your ComplyFlow administrator. Refer to Giving staff access to AI assistants. |
"API access has been switched off for this staff account" (403) | Your MCP / API token access permission was removed | Ask your administrator. Tokens work again once it's turned back on. Connected apps may need connecting again. |
"Unknown application" page when connecting | The app isn't one ComplyFlow recognises for signing in. Claude, Claude Code and ChatGPT are supported; Microsoft 365 Copilot is coming soon | Nothing has been shared. Use a supported app, or connect with a Personal API Token instead. |
"Invalid redirect address" page when connecting | The app asked ComplyFlow to send you back to an address it hasn't registered, so ComplyFlow stopped the request | Nothing has been shared. Start the connection again from inside the app. If it keeps happening, contact ComplyFlow support. |
You picked the wrong organisation when signing in | You belong to more than one organisation | Disconnect the app in ComplyFlow under Personal API Tokens > Connected apps, then connect again and choose the right one. |
Claude Desktop says "Some MCP servers couldn't be loaded … were skipped" | The config file uses | Use the connector or the |
Failed to connect the first time (local setup) | The package is downloading for the first time | Restart the app once. It connects on the second try. |
Not found (local setup) | The ComplyFlow address is missing | Copy the address exactly from the guide. |
Can't reach ComplyFlow at all | Your network or firewall blocks it | Ask your IT team to allow |
Permission problems
Every request checks two things: what the token or connection allows, and what you are allowed to do in ComplyFlow. Both must allow it.
What you see | What it means | What to do |
"Token lacks required ability" | The token or connection doesn't include that scope, for example | Create a new token, or reconnect, with that scope ticked. |
"No permission to read module" or "No permission to write module" | Your own ComplyFlow permissions don't allow it | Ask your administrator for the permission. A new token won't help. |
A scope is greyed out when you create a token | You don't have the permission behind it | Hover over it to see which permission you need, then ask your administrator. |
Connected, but no data comes back | You can't see that data in ComplyFlow, for example you're limited to certain sites | Check you can see the records in ComplyFlow yourself. |
It worked last week but not now | Your permissions changed after the token was created | If the message is "No permission to … module", ask your administrator to restore the permission. If it's "Token lacks required ability", create a new token with that scope. Asking "who am I" lists only the scopes that work right now, so a ticked scope that's missing means your permission was removed. |
"Site not found or not accessible" | The site isn't in your organisation, or you don't have access to it | Check the site name, and check you can open the site in ComplyFlow yourself. |
"Platform API write endpoints are currently disabled" (503) | Changes through AI assistants are switched off on ComplyFlow's side | Reading still works. Make the change on screen, or contact ComplyFlow support. |
Incident questions fail for everyone | The Incident module isn't turned on for your account | Incidents can't be read or changed until the module is turned on. |
Too many requests
What you see | What to do |
Too many requests (429) | Wait a minute and try again. Each token or connection can make 60 reads and 60 changes a minute. A large report can use many requests, so split it into smaller questions. |
Messages on the Personal API Tokens page
What you see | What to do |
"Maximum 10 active tokens per organisation. Revoke an existing token first." | You already have 10 active tokens. Revoke one you no longer use, then create the new one. Connected apps don't count. |
"Expiry must be between 1 and 365 days." (or "Something went wrong" after choosing a custom date) | Pick an expiry date from tomorrow up to one year away. |
"Select at least one scope." | Tick at least one scope before you select Create token. |
"You don't have any data permissions yet." | Your account has no module permissions, so no scope can be used. Ask your administrator for the permissions you need. |
Limits
Limit | Value |
Requests | 60 reads and 60 changes a minute for each token or connection |
Records per list | 50 by default, up to 200 per page. Summary answers give true totals |
Personal API Tokens | Up to 10 active at a time for each person. Connected apps don't count towards this |
Personal API Token lifetime | 1 day to 1 year, chosen when you create it. It can't be extended |
Connected app (sign in) | Stays signed in while you use it. If unused for 90 days, you sign in again |
Access | Never more than your own permissions, sites and organisation |
Frequently asked questions
Can the assistant see other organisations' data?
No. Every request is limited to your own organisation. If you belong to more than one, the connection is limited to the one you chose when signing in or creating the token.
What happens when someone leaves or is deactivated?
Their tokens and connected apps stop working straight away. If they're reactivated later, they need to create new tokens and connect again.
Can an administrator see or disconnect other people's connected apps?
Not yet. Each person manages their own tokens and connected apps. An administrator can turn off a person's MCP / API token access permission (and Edit Organisation Details, if they have it), which stops their tokens and connected apps straight away.
Can I see what the assistant changed?
Check the record itself in ComplyFlow. Records changed through an AI assistant show you as the person who made the change.
Does the AI company use my ComplyFlow data?
Your questions and the answers pass through the AI service you chose, under your organisation's agreement with that company. Check that company's terms for how it treats your data. ComplyFlow doesn't store your questions or the assistant's answers.
Is this the same as AI Review or AI Tools?
No. AI Review and AI Tools check documents and forms inside ComplyFlow. This feature connects your own AI assistant to your ComplyFlow data.
Which plans include it?
[To be confirmed]
Related guides
Refer to Connecting AI assistants to ComplyFlow: overview
Refer to Giving staff access to AI assistants
Refer to Creating and managing Personal API Tokens