FAQ & Troubleshooting

The most common questions and stuck-points across Nembl, in one place. If you're new, start with Getting Started; if you're stuck, search this page first.

Accounts & Sign-up

What's the difference between an Individual and a Company account?

Individual = one person, free forever, for personal task tracking and exploring Nembl. Auto-created on signup. Company = your team's tenant. Holds services, workflows, users, inboxes, billing. Required for any team use. Created via the account switcher in the header.

You can have both — switch between them anytime.

Can I delete my account?

Yes. Settings → Profile → Danger Zone → Delete Account. Deletion is permanent; your historical actions are anonymized to "Deleted user" but the work itself stays for audit. If you're the only Owner of a Company you must transfer ownership or delete the Company first.

I created a Company but the JWT shows the old companyId

Sign out and back in to fully refresh the session. Some pages also resolve fresh from the database when the JWT value is null. See Profile Settings.

Services & Offerings

What's the difference between a Service and an Offering?

A Service is a category of work ("IT Support"); an Offering is a specific request type within it ("New Laptop", "Reset Password"). Services hold offerings the way categories hold products. The form, workflow, and intake rules live on the Offering.

My published service doesn't appear in the Service Catalog

Both the Service AND its Offerings need status = PUBLISHED. Most often the Service is published but the Offerings are still DRAFT. Check from Admin → Services → <service> → Offerings tab.

Can I clone a Service?

Yes. From the Services list, the row's overflow menu has Duplicate. The clone gets (Copy) appended; rename and edit before publishing.

Workflows

My new workflow isn't showing up on the Offering's workflow picker

The workflow needs to be PUBLISHED (not DRAFT). Open it from Admin → Workflows, click Publish. Then the Offering's picker will list it.

Can I edit a published workflow?

Editing a published version creates a new DRAFT under the same workflow. Existing in-flight instances continue to run on the version they started with. New requests use whichever version the Offering pins to (usually LATEST). See Versioning.

My workflow stalls on a phase

Three common causes:

1. No responsible party assigned — open the phase in the editor, set the Responsibility on the Responsibilities tab.
2. Decision phase has no matching outgoing transition — the condition didn't match any branch and there's no default. Add a fallback transition with no condition.
3. Automated phase errored — open Admin → Audit Trail, filter by the instance ID. The error reason is captured.

My TIMER phase fired late

The underlying scheduler fires within sub-second accuracy. If a timer fires more than a minute late, the most likely cause is the callback handler being cold-started — the schedule fires on time but the wakeup handler takes a few seconds to land. This is normal.

Can I cancel a workflow?

Yes. The Workflow Instance detail page has a Cancel action. If the workflow has a CANCEL phase in its design, the instance routes through the cleanup phase first; if not, it terminates immediately.

Inboxes & Requests

Where do submissions land by default?

When you create an Offering, Nembl auto-creates an Inbox named {Service} — {Offering}. New submissions land there in the PENDING state, awaiting triage.

Can multiple offerings share one Inbox?

Yes. From Admin → Inboxes → <inbox> → Settings, set the routing source to a wildcard or list of offerings. Useful when one team handles "all IT requests" regardless of offering.

A request shows COMPLETED but the workflow is still running

That's a stale view — refresh. Variables panel doesn't always live-update on workflow variable writes; refresh forces a re-fetch.

Forms

Can I make a field appear conditionally based on another field?

Yes — use the Show When rule on a field, e.g. "Show When requestType == 'Hardware'". Forms support nested conditions.

My uploaded file is missing from the request

File uploads are stored in your Company's storage and referenced by URL in the request variables. If the URL is broken, the upload didn't complete (usually a network blip on the submitter's side). Ask them to re-upload.

IAM (Roles, Policies, Responsibilities)

What's the difference between a Role and a Responsibility?

• Role = global permissions ("can manage all workflows")
• Responsibility = instance-scoped engagement on a specific entity ("Responsible for the Manager Approval phase of this workflow")

A user can have both — they hold a Role globally and Responsibilities on specific instances.

Why isn't my Deny policy taking effect?

Two-tier evaluation: direct user policies override inherited (role/group/team) policies. So a direct Allow on the user beats an inherited Deny. Check the user's direct policies under Admin → IAM → Users → <user> → Policies. See Policies & ABAC.

How do I onboard a new team in bulk?

Use the API (POST /v1/users with an array) or the bulk-invite UI in Admin → IAM → Users. The CSV import accepts email + role columns.

AI Agents

My agent isn't triggering

Three checks:

1. Agent status is ACTIVE (not INACTIVE). Toggle in Admin → IAM → Agents.
2. Agent has a valid bound vault. Open the agent → check the bound Vault hasn't expired or been revoked.
3. Agent's IAM Role grants the actions it needs (including secret:reveal on the bound vault so the API key can be decrypted at runtime). Check the agent's Activity log for policyResult: DENIED rows.

Why does my agent return errorCode: API_KEY_UNAUTHORIZED?

The bound API key is rejected by the provider (Anthropic, OpenAI, etc.). Most common causes: key revoked at the provider, key for the wrong account, key out of credits. Rotate the vault in Admin → IAM → Vaults.

Can I switch an existing agent's provider from Anthropic to OpenAI?

Yes — open the agent, change Provider + Model, bind the corresponding Vault, save. The agent picks up the new provider on the next invocation. No migration needed.

B2B

My partner Company says they can't see my service in the Registry

Three checks:

1. Service is PUBLISHED AND has at least one PUBLISHED offering.
2. The B2B audience is set to PUBLIC in the offering settings (not just COMPANY-internal).
3. Your Companies are connected in B2B → Connections (status: ACTIVE).

How do I model a process that doesn't fit the examples?

Most processes are variations of these five shapes. Pick the closest:

• Single-decision — submit, one approver decides, done → Vendor Approval
• Multi-stage approval — sequential sign-offs → Customer Refund
• Parallel fulfillment — multiple teams work simultaneously → Employee Onboarding
• Triage-then-route — intake decides which queue handles it → IT Support
• Creative back-and-forth — submit, draft, review, iterate → Marketing Brief

If your process needs all five shapes, break it into separate workflows that subprocess into each other. See Subprocess Workflows.

Billing & Plans

What happens to my data if I cancel my subscription?

Your Company stays in a read-only state for 30 days, then hard-deleted. Export anything you need before the 30-day window expires. See Subscriptions → Cancellation.

Can I pay annually for a discount?

Annual billing is on the roadmap but not live at launch. Monthly is the only option today.

Connectors & Integrations

My Connector says "Token expired"

OAuth tokens expire on the schedule the provider sets. Open Admin → Integrations → <connector> and click Reconnect to re-authorize. The old tokens are auto-revoked.

Can I use a connector my team built (custom)?

Custom connectors are on the roadmap. Today: build a Webhook Callout phase that calls your custom endpoint directly. See Webhook Callout.

Data Privacy & Security

Where is my data stored?

In a multi-tenant database with row-level isolation by Company ID. Every query is scoped to your Company; cross-tenant data exposure is structurally prevented (see API Reference → Tenant Scoping).

Are my AI agent prompts visible to other customers or to Nembl?

No. With BYOK, each invocation runs under your own API key on your provider account. Prompt content never traverses Nembl-shared infrastructure with other customers' keys.

How do I get a copy of my audit log for compliance review?

Admin → Audit Trail has an Export button. CSV or JSON, filtered by the same selectors visible in the UI. For programmatic access, use the API (GET /v1/audit).

Still stuck?

Use the feedback link in the page footer (when wired up) or contact your Nembl administrator. Bug reports include: (1) what you were trying to do, (2) what happened instead, (3) the URL of the page where it broke.