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The “Subscription access problem” error appears when Agent cannot verify the subscription associated with the account or tenant you’re trying to use. In practice, this usually means one of the following:

• You are trying to access a corporate tenant without using its signup link first,

• Your user hasn’t been invited to that corporate tenant,

• You’re accessing the wrong or legacy tenant URL,

• The tenant’s subscription has expired or is misconfigured, or

• In Search / Index deployments, the Agent license is missing or invalid.

This page will guide you through the troubleshooting process and common solutions for each of these scenarios.

*.ba.ayfie.ai – accessing a corporate tenant without a signup link

Cause

When your company registers a corporate subscription, it receives a unique signup link that must be used to create user accounts or add existing accounts to the tenant.

Resolution

1. Locate the signup link your company received when creating the subscription.

2. Open the signup link in your browser.

3. Log in to Agent from that page.

This only has to be done once per user per tenant – after the first successful login, they can access your Agent tenant directly.

*.ba.ayfie.ai – accessing a corporate tenant without invitation

Cause

You are trying to access a corporate tenant, but your user has not been added to that tenant.

Resolution (for end‑users)

1. Contact the user who registered your corporate subscription. This person is the tenant’s administrator and controls user access.

2. Ask them to verify that you have been added to the corporate tenant in the https://account.ayfie.com/tenants panel (Users tab).

3. If your company no longer has access to tenant administration, please contact the Ayfie Support Team.

*.ba.ayfie.ai – accessing an expired/incorrect corporate tenant

Causes

• You were part of an Agent pilot program that used a different tenant than the full roll‑out.

• Your company recently rebranded and changed the name (and URL) of its Agent tenant.

Resolution (for end‑users)

1. Contact your company’s management and IT team to verify that you are using the correct address for your current corporate tenant.

2. If your company confirms that you are accessing the correct address and that the subscription should be valid, or if your company no longer has access to tenant administration, please contact the Ayfie Support Team.

Agent in Search – expired session

Cause

In some situations, your login session in Agent can expire while your Search session is still active.

Resolution (for end‑users)

1. In most cases, reloading the page is sufficient to resolve the problem.

2. If the issue persists after reloading, please check the next scenario: Agent in Search – no valid Agent license.

Agent in Search – no valid Agent license

Causes

In Search / Index deployments, Agent is a separate licensed feature.

• If the Agent license expires or is removed, Agent access is suspended until a new license is added.

• The same error can occur if there is an issue with the Licensing component of Index.

Resolution (for your company IT team)

A member of your company’s IT team with access to the server backend should use the Management Console to verify that your Agent license is still active:

• If the license is no longer active, they should contact Ayfie Sales to renew the license.

• If the license is still active, they should restart the Index.

• If, after restarting Index, the issue persists, they should contact the Ayfie Support Team with their findings.

Instructions on how to access the Management Console and restart Index can be found in the Index Installation Guide (see The Management Console, and Starting and Stopping).

If none of these scenarios apply

If you still see the “Subscription access problem” message after checking all of the scenarios above, contact the Ayfie Support Team and include:

• The full URL you are trying to access

• A screenshot of the error message

• The tenant name you expect to use