# Troubleshooting

Start with the checks below. Some complex websites and workflows are not
supported, even when installation and permissions are correct.

## Tholi does not appear

1. Open your browser's **Extensions** menu and check that Tholi is enabled.
2. Visit an ordinary website and select the Tholi toolbar icon.
3. Review the website-access request if one appears.
4. Refresh the website tab after an extension update.

Browser settings pages and other restricted pages cannot be guided. If you
only closed or removed the floating widget, the toolbar icon can reopen Tholi.
See [Getting started](https://tholi.io/docs/getting-started) for installation help.

## There is no highlight or the next step looks wrong

Check whether Tholi is paused, waiting for an answer or asking for website
access. Answer the question or review the access request before resuming.

Let a changing page finish loading. Read the instruction and open any menu it
mentions. If the highlight points to the wrong control, do not click it just
to advance guidance. Pause, clarify your destination in **Conversation**, or
stop and start a more specific request.

Very large web apps, unlabeled controls, embedded content and native dialogs
can interrupt guidance. You can complete a step manually, but Tholi might still
be unable to confirm the result.

## Guidance stops after sign-in or a page change

Enter credentials directly on the website. Return to the intended page and
review any **Continue task here** or website-access request. If the task paused
after unrelated browsing, use **Resume** when ready.

Do not share passwords or verification codes with support. For task continuity,
see [Pausing and resuming](https://tholi.io/docs/sessions).

## A saved route no longer works

Websites change. Start a fresh destination, or use **Forget route** to remove
an outdated saved route. **Learning route** does not mean that a task has been
completed. See [Privacy and permissions](https://tholi.io/docs/security) for removal controls.

## Get more help

[Open Support](https://tholi.io/support) or [Contact Tholi](https://tholi.io/contact).
Include your browser and extension versions, what you wanted to do, what you
tried, and any visible error. A public page address is useful when it is safe
to share. Describe private pages without sharing their contents.

The contact page prepares an email draft for you to send through your email
app. It does not send form submissions itself. Share screenshots or optional
diagnostic exports only after reviewing them for private information. Developers
can find technical diagnostics through [For developers](https://tholi.io/docs/developers).