# Jetwriter isn't working or shows an error

> Reload the page, update the extension and check you're signed in. Then find the message Jetwriter shows below, with its cause and its fix.

- Applies to: The Jetwriter AI extension and the web app at jetwriter.ai/app, on every plan
- Updated: Nov 7, 2026
- Web page: https://jetwriter.ai/help/not-working

Reload the page first: press F5, or Cmd+R on a Mac. If Jetwriter AI still doesn't work, update the extension and check that you're signed in, as below. If Jetwriter shows a message, find it in this article: each section quotes the message, says why it appears and how to fix it.

## Reload the page and check you're signed in

1.  Reload the page. Jetwriter starts itself in open tabs when you install or update it, but a tab that was asleep or still loading can miss it, or keep running the old version.
2.  Open Jetwriter: click the Jetwriter icon in your browser's toolbar, or press Ctrl+Shift+K (Cmd+Shift+K on a Mac).
3.  If **Login** shows at the top right of the Jetwriter window, you're signed out. Click **Login** and sign in on the jetwriter.ai page that opens.
4.  Reload the tab you were on, and try again.

If signing in doesn't stick, see [Sign in to the extension](https://jetwriter.ai/help/sign-in-to-the-extension).

## Update the extension

1.  Type `chrome://extensions` in the address bar (`edge://extensions` in Edge, `brave://extensions` in Brave) and press Enter.
2.  Turn on **Developer mode** at the top right of the page.
3.  Click **Update**.
4.  Turn **Developer mode** off again.
5.  Reload the tabs you use Jetwriter in.

## "Could not load the extension" or "Extension is not supported on this page"

These messages show when you click the Jetwriter icon in your browser's toolbar:

-   **"Could not load the extension. Please reload the page and try again."** The tab missed Jetwriter when you installed or updated it (it was asleep or still loading, for example), or Jetwriter couldn't start on it. Reload the tab, then click the icon again.
-   **"Extension is not supported on this page. Please visit a regular website like Gmail and then launch this extension."** Browsers don't let extensions run on their own pages, such as a new tab, the browser's settings, the extensions page or the Chrome Web Store. Open a website, such as Gmail, and open Jetwriter there.

If the second message shows inside the Jetwriter window on a regular website, reload that tab.

## "There was some unknown error": your network blocks Jetwriter

In the extension, "There was some unknown error. Please try again. If issue persists, please contact our support team at [support@jetwriter.ai](mailto:support@jetwriter.ai)" means your request didn't reach Jetwriter's servers. Most often something on your network blocks jetwriter.ai: a VPN or proxy, a firewall at work or school, or security software. You also get it when you're offline.

In the web app, being offline shows "Action failed due to network connectivity issue. Please check your internet connection and try again." While you're offline, a cloud icon shows at the top of the Jetwriter window and in the web app; point at it and it says "You're offline".

1.  Check that other websites load.
2.  Turn off your VPN or proxy, and try again.
3.  Try another network, such as your phone's hotspot.
4.  If Jetwriter works on the other network, ask whoever runs your usual network (your IT team, for a work network) to allow jetwriter.ai.

## "There was an unknown error. Please refresh the page and try again."

The full message is "There was an unknown error. Please refresh the page and try again. If the issue persists, please contact our support team at [support@jetwriter.ai](mailto:support@jetwriter.ai)". Your request reached Jetwriter, but the reply couldn't be written, or your sign-in needs refreshing.

1.  Reload the page.
2.  Send your request again.
3.  If the same message comes back, click the model button under the text box, pick another AI model, and send again. See [Pick an AI model and thinking level](https://jetwriter.ai/help/ai-models).

When you open the Jetwriter window, an orange banner under its title may describe a problem on our side. While it shows, wait and try again later: there's nothing to fix on your computer.

## Messages about your account or plan

| Message | What to do |
| --- | --- |
| "Please create a free account to start generating AI responses." | You're signed out. Click **Login** at the top of the Jetwriter window, or **Create Free Account**. |
| "Please verify your email address to continue using Jetwriter AI." | Open the link in the email we sent you. See [Verify your email address](https://jetwriter.ai/help/verify-your-email). |
| "You've used your free AI responses for this monthly cycle." In the web app: "You've used up your free AI responses for this monthly cycle." | Your 15 free AI responses for the month are used. See [The Free plan's 15 AI responses a month](https://jetwriter.ai/help/free-plan-limit). |
| "You've used all the AI usage included in your Elite Plan trial." | Your free trial's allowance is used. See [Try Elite free for 7 days](https://jetwriter.ai/help/elite-trial). |
| "Your subscription payment is past due. Please update your payment details to continue using our services." | Update your card on your account page. See [Your payment failed or is past due](https://jetwriter.ai/help/payment-failed). |
| "Your team's subscription payment is past due. Please contact your team owner to update the payment details to continue using our services." | Ask your team's owner to update the card. Only they can. |
| An error from OpenAI, Google or Anthropic | It comes from the API key you added. See [Use your own OpenAI, Gemini or Claude key on the Free plan](https://jetwriter.ai/help/own-api-key). |

## "Oops, couldn't insert the generated response"

The reply was written, but Jetwriter couldn't put it into the site's text box. Copy the reply and paste it yourself. See [The reply didn't go into the text box](https://jetwriter.ai/help/reply-didnt-insert).

## "Something went wrong" in the web app

If jetwriter.ai/app shows "Something went wrong. Please try reloading the page.", click **Reload Page**. If a message saying "Uh oh! Something went wrong!" pops up, try what you were doing again.

## Errors when you sign in

Messages such as "Wrong email or password" or "Too many failed login attempts. Please try again later or reset your password." are covered in [Can't sign in, or forgot your password](https://jetwriter.ai/help/cant-sign-in).

## Still not working?

Email [support@jetwriter.ai](mailto:support@jetwriter.ai), or send a report from Jetwriter: click your profile icon at the top of its window, then **Support** and **Report issue**. Include:

-   the exact message, or a screenshot of it;
-   the site you were on, and what you clicked before it happened;
-   your browser, and the version of Jetwriter AI from the extensions page (it shows next to the name while **Developer mode** is on);
-   whether it works on another network, or with your VPN off.

With these, the first reply can usually fix it. More on what to send in [Contact Jetwriter AI support](https://jetwriter.ai/help/contact-support).

## Related articles

- [The AI Reply button isn't showing](https://jetwriter.ai/help/ai-reply-button-missing.md): Reload the page first. If AI Reply still doesn't appear, check the site and browser are supported and the extension is on and up to date.
- [Replies are slow or stuck](https://jetwriter.ai/help/slow-replies.md): Advanced models, deeper thinking and long threads take longer. Pick Fast thinking or a Regular model; if a reply is stuck, click stop and reload the page.
- [Contact Jetwriter AI support](https://jetwriter.ai/help/contact-support.md): Email support@jetwriter.ai, or use Support in the extension or the web app. Say what you did, what happened, on which site and browser, with a screenshot.
- [Hide the Jetwriter popup on a site, or everywhere](https://jetwriter.ai/help/hide-the-popup.md): Point at the X on the toolbar that appears when you select text, then choose Disable on this site or Disable on all sites. Undo it in Settings.

## Still need help?

Email support@jetwriter.ai.