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 account doesn't have an active subscription.
Causes:
- You signed up but didn't complete Self-Serve checkout.
- Your subscription was canceled (ran out of credits / failed payments).
- You were removed from an organization.
Fix: Go to /pricing to start (or restart) your subscription. Or contact support if you think this is wrong.
"[user] is editing this property"
Someone in your org has Edit Mode on for 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.
"Pro-forma generation 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 does not consume a credit.
"Sync failed: stale lock" (Excel push-back)
Someone took the property's edit lock between when you started Push and when the lock acquisition fired.
Fix: Wait 30 seconds and retry. See Excel troubleshooting.
"Out of credits"
Self-Serve only. Your pro-forma credit balance is 0.
Fix: Wait for the next billing cycle (3 more land), or upgrade to Enterprise. See Pro-forma 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.
"Sign-in code expired"
The Excel device-link code timed out (~10 min).
Fix: Click Sign in again to mint a new code. See Sign in via device link.
"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.