A reference for the most common error messages users see in Relm Pro and how to resolve them. If yours isn't here, check Status page and then Report it as a bug.
"Subscription required"
You're signed in but your organization doesn't have an active plan, so the pro-forma button reads Subscription required.
Causes:
- You started free and your signup credits are used up.
- Your subscription was canceled (failed payments).
Fix: Click Go to billing under the button (or open the Billing page) to start or restart your subscription. Or contact support if you think this is wrong.
"[Name] is editing"
Someone in your org is editing the property. You can read it but can't edit.
Fix: Wait for them to save and exit, or — if you're an admin and they've walked away — see Force unlock a stuck property.
"Financial analysis failed"
The financial agent hit an error during generation. The property state is unchanged — you didn't lose data.
Common causes:
- Missing Basic Info fields (year built, unit count) that are inputs to the model.
- A document's still indexing and the agent depends on it.
- Backend incident — check /status.
Fix:
- Confirm Basic Info is populated.
- Confirm any uploaded documents are Indexed.
- Re-run Generate Pro-Forma.
- If it fails again, report it with the property URL.
A failed generation is not charged — credits are charged when a run completes, based on what it delivered.
"Property is locked by [name]. Try again later." (Excel push-back)
Someone in your org is editing the property, so Excel can't push your changes. You may also see "Could not acquire lock. Property may be in use."
Fix: Wait for them to finish, then push again. See Excel troubleshooting.
"No credits remaining"
Self-Serve only. Your credit balance has run out. The full message reads: "No credits remaining. Credits refill monthly, or buy a top-up pack: relm.ai/dash/settings/billing. Anything that was paused resumes automatically once your balance is topped up. Upgrade to Enterprise for a larger credit allowance." Sections waiting on credits show as Paused.
If you're on free signup credits, the message instead says your free starter credits are spent and asks you to subscribe to Self-Serve.
Your existing analyses and data remain accessible — runs already in progress finish, and only new work pauses.
Fix: Wait for the monthly refill (1,000 credits land at the start of each calendar month on paid Self-Serve), have an admin buy a top-up pack on the Billing page (top-ups apply instantly and never expire), or upgrade to Enterprise. Paused work resumes on its own once your balance is positive. See Credits explained.
"Document processing failed"
The indexer couldn't extract usable text or structure from an uploaded document.
Fix: See Indexing & processing status. Try re-processing; if it consistently fails, the document may be encrypted, image-only, or corrupted.
"This add-in is not approved for your tenant"
Your M365 admin has restricted add-in installation.
Fix: Ask them to whitelist Relm Pro in the M365 admin center. See Install from AppSource.
"Network error" (intermittent)
Transient connectivity issue. Could be your network, our network, or in between.
Fix: Retry. If repeated, check /status. Persistent: report it.