Operator checks and safe escalation
For workspace operators: check service health and escalate safely.
Updated
This guide is for workspace owners and admins: the people who look after a workspace's members, spending and sessions. It covers what you can check yourself, how to fix common member problems, and how to escalate without exposing private data.
- Check
Look at service status and the affected work.
- Scope
Find whether one person or everyone is affected.
- Fix
Change roles, access, caps or sessions you control.
- Escalate
Open a private support case with the evidence.
Who can do what
Each action checks your current role at the moment you take it. A workspace has four roles:
| Role | What it can do |
|---|---|
| Owner | Everything an admin can, plus change any role, make another member an owner, and manage the workspace's data and privacy. |
| Admin | Open Workspace administration, manage members and viewers, set monthly caps, and revoke browser sessions. |
| Member | Chat, create and spend credits in the workspace. |
| Viewer | View the workspace's work. A viewer cannot start conversations or create media. |
Owners and admins see Workspace administration in the sidebar and Workspace admin in Settings. Being a workspace admin manages that one workspace only. It does not make you Wavemaker staff or a system administrator; workspace roles do not grant staff authority.
A lowered role or removed access takes effect at once, even in a browser that is already signed in; in a workspace they joined by invitation, any change to their membership asks them to sign in again. A higher role or new resource access applies the next time they sign in: a session never gains access by itself.
Check your workspace
Open Workspace administration. It shows:
- Browser sessions: the number of active browser sessions in the workspace, and an Active sessions table with each account, role, and when the session was created and expires.
- Stored input bytes: the size of the private reference files people have uploaded.
- Workspace policy and Storage inventory, which you can expand for detail.
- Audit history: the latest 100 recorded events in the workspace.
From People and workspace settings you reach Workspace overview, Members and roles, Activity and audit and Lifecycle. Activity and audit lists every membership change with who made it, the target and the reason.
To end a browser session, choose Revoke on its row, or Sign out this browser on your own. Signing out a browser keeps its running jobs and saved work.
Check the service
- Open Service status. It shows the latest checks of Saved work and settings, Background work, Starting jobs, Library and downloads and Making media, each Operational, Degraded or Unknown, and any incidents Wavemaker staff have published.
- Read Unknown as "not observed", not as healthy or down. A check without a recent observation is never shown as healthy.
- Open an affected conversation and read its progress line and notice. See Recover interrupted or uncertain work.
- Ask whether other members see the same thing. A problem only one person has usually comes from their role, access, cap or sign-in, not from the service.
Keep the affected conversations and their saved work before changing anything. Most stopped work can continue from where it stopped.
Fix member problems
| Symptom | Likely cause | What to do |
|---|---|---|
| The conversation page says This workspace is read-only. | The person is a Viewer. | Change their role to Member in Members and roles. They sign in again to use it. |
| A member cannot open the workspace's existing projects or files. | Their membership has no resource access. The Access column reads Membership only. | Choose Edit membership, tick Grant access to all workspace resources, then Save membership. |
| New access does not take effect. | Their session started before the change. | Ask them to sign in again. |
| One person's work stops with a spending limit. | They reached their monthly cap. | Raise or clear their cap. See Spending limits. |
| You removed someone by mistake. | The removal saved. | Choose Undo on the confirmation that appears, or invite them again. |
Admins can change the roles of members and viewers. Only an owner can change an admin's or another owner's role. Granting resource access includes existing workspace projects and files; personal provider keys stay private to their owner.
Invite and remove people
- In Members and roles, enter the person's exact account username under Invitations.
- Choose a role. Admins can invite members and viewers; owners can also invite admins.
- Set the invitation lifetime, 1 to 30 days (7 by default), and choose Invite.
The invitation appears in the person's account under their workspaces. If their account has a verified email address, Wavemaker also emails them a link to the invitation; the link shows who invited them, to what role and until when, and they accept it signed in to their own account. An invitation grants membership only; resource access is a separate change. You can Renew for seven days or Revoke invitation while it is pending or expired.
Remove from workspace is in Edit membership. Removed members' work stays in the workspace. The workspace's only owner cannot leave until another member is an owner.
Spending limits
Owners and admins manage spending in Usage and credits, under Workspace billing:
- Monthly caps per person limits what one person can spend in the current calendar month, in UTC. Enter a number of credits and choose Save; leave it blank for no cap. The table shows each person's Used this month and Remaining.
- A cap counts settled charges and credits still reserved. A refund does not give back cap room.
- Where credits went groups spend by People, Credentials, Projects or Tools.
- Manage billing opens the Stripe billing portal for payment methods, invoices and receipts.
All members spend from the same workspace wallet. When the wallet runs out, work stops and keeps what it made; adding credits lets people continue. See Credits and billing.
Allocation recovery
Media and compute jobs run on machines Wavemaker assigns for the length of the job. If a machine stops answering while it runs a job, Wavemaker puts the job back in the queue and tries it again, a limited number of times. You do not need to resubmit it.
If the job cannot finish, it ends Failed:
- A job that never started returns its whole reservation.
- A job that had started is charged only for usage Wavemaker measured before the failure, never more than its reservation.
- Files that finished before the failure are kept.
If the assistant's own machine does not start within 2 minutes, or stops responding for 3 minutes, its reply ends with This stopped before I finished replying. Choose Continue from saved work to pick up from what was saved.
When the work queue is full, or your workspace already has its share of jobs open on capacity that all workspaces share, new work is refused as busy with a time to retry. This keeps one workspace from filling capacity that others need. Wait for that time, then retry.
What to do:
- Check Service status for Starting jobs and Making media.
- Open the affected conversation and read the job's step under Steps. Check original job reads its current state without restarting it.
- Continue from saved work once the service recovers, rather than sending the brief again.
- If jobs keep failing for everyone in the workspace, open a support case from the affected conversation.
Keep evidence private
Note the conversation, the time, and any error code shown with the error. Do not paste passwords, API keys, private prompts, media or account details into public places such as comments, listings or reviews. Support cases are private to the person who opens them and to Wavemaker support. Workspace owners and admins cannot read their members' cases.
Escalate safely
- Open the affected conversation and choose Contact support from its menu, so the case carries the conversation as context.
- Add the diagnostics that apply, such as the job state or error code.
- Choose Preview case and check exactly what will be shared.
- Choose Submit support case.
Replies appear on the case in Settings › Support and as a notice in your Inbox. Wavemaker does not email case replies. See Support cases and notifications.
Support staff need current support authority to act on a case, and every staff change is audited.
Programmatic access
Developer access uses workspace API keys, which carry their own scopes. A customer key cannot reach staff, finance or infrastructure administration, and finding a route does not grant access to it. See Client credentials and provider keys and Account and workspace API access.