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Troubleshooting

The installer will not download​

  1. Confirm you are on the official download page: Download Mystilink
  2. Try another browser or disable ad-blocking extensions
  3. If it still fails, note the platform and version and contact support

Activation key is invalid​

  • Confirm you copied the full key from the Dashboard, with no extra spaces
  • Check whether the key has been revoked (revocation is permanent, so contact support)
  • If it says the device is already bound, reset the device in the Dashboard and activate again
  1. Open the dashboard and confirm you are signed in to the account used for the purchase.
  2. Wait a moment, refresh the page, and look at the activation key list.
  3. If it is still missing, contact support with the purchase email and approximate time.

Sign-in and verification code problems​

  • Check the email spelling and the spam folder
  • If the code does not arrive for a long time, retry later or contact support
  • If OAuth sign-in fails, try an email verification code, or confirm the third-party account is linked correctly in account settings

macOS security prompts​

First confirm the installer came from the official site and matches your system and architecture, and record the exact warning text. Different warnings are handled differently; see Install and update.

The model will not connect​

See the dedicated topic Model connection problems.

The chart looks wrong​

See the dedicated topic Charting and chart anomalies.

Desktop interface or conversation problems​

See the dedicated topic Desktop app problems.

Install and update​

See Install and update.

What to preserve before troubleshooting​

Record the system, app version, time of the error, and reproduction steps. When records are involved, identify the workspace and keep a backup first; do not clear the directory, pay twice, or reset all activation keys. Mask credentials in screenshots you send; see Contact support.