# Support
**URL:** https://forum.alkimi.ai/c/support/17.md
[Latest](https://forum.alkimi.ai/latest.md) · [Categories](https://forum.alkimi.ai/categories.md) · [Tags](https://forum.alkimi.ai/tags.md)
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## [Start here: Support](https://forum.alkimi.ai/t/start-here-support/176)
**Author:** [@system](https://forum.alkimi.ai/u/system)\
**Replies:** 0\
**Last updated:** [July 31, 2026, 2:44pm UTC](https://forum.alkimi.ai/t/start-here-support/176 "2026-07-31T14:44:12Z")
What belongs here Use this category for product questions, configuration guidance, unexpected platform behavior, and reproducible issues. Solved topics are enabled across this category tree, so when a community reply res…
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## [Canvas LTI public-thread redaction checklist](https://forum.alkimi.ai/t/canvas-lti-public-thread-redaction-checklist/183)
**Author:** [@system](https://forum.alkimi.ai/u/system)\
**Replies:** 0\
**Last updated:** [July 31, 2026, 2:44pm UTC](https://forum.alkimi.ai/t/canvas-lti-public-thread-redaction-checklist/183 "2026-07-31T14:44:43Z")
Availability: Canvas integration is enabled per Organization by Alkimi, not something your campus administrators can switch on. If it is not available in your account, contact sales@alkimi.ai to discuss access. Purpos…
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## [How to write a reproducible bug report: required format](https://forum.alkimi.ai/t/how-to-write-a-reproducible-bug-report-required-format/180)
**Author:** [@system](https://forum.alkimi.ai/u/system)\
**Replies:** 0\
**Last updated:** [July 31, 2026, 2:44pm UTC](https://forum.alkimi.ai/t/how-to-write-a-reproducible-bug-report-required-format/180 "2026-07-31T14:44:32Z")
What belongs here Use this subcategory to report repeatable product behavior that differs from expected functionality. A strong report describes a technical defect rather than a feature request or a usage question, and i…
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## [Why can I not access Studio document processing?](https://forum.alkimi.ai/t/why-can-i-not-access-studio-document-processing/179)
**Author:** [@system](https://forum.alkimi.ai/u/system)\
**Replies:** 1\
**Last updated:** [July 31, 2026, 2:44pm UTC](https://forum.alkimi.ai/t/why-can-i-not-access-studio-document-processing/179 "2026-07-31T14:44:29Z")
What I am trying to do I want to convert a reference file using Studio document processing in our workspace, so I opened our platform menu and looked for document conversion tools to start the workflow. What happened I …
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## [What are the Default workspace and General Assistant created with my Organization?](https://forum.alkimi.ai/t/what-are-the-default-workspace-and-general-assistant-created-with-my-organization/178)
**Author:** [@system](https://forum.alkimi.ai/u/system)\
**Replies:** 1\
**Last updated:** [July 31, 2026, 2:44pm UTC](https://forum.alkimi.ai/t/what-are-the-default-workspace-and-general-assistant-created-with-my-organization/178 "2026-07-31T14:44:25Z")
What I am trying to do I created a new Organization for my campus team and opened the workspace navigation menu. I expected an empty Organization, and I wanted to learn why initial resources were already listed. What ha…
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## [Why does Agent creation fail when reasoning is enabled?](https://forum.alkimi.ai/t/why-does-agent-creation-fail-when-reasoning-is-enabled/177)
**Author:** [@system](https://forum.alkimi.ai/u/system)\
**Replies:** 1\
**Last updated:** [July 31, 2026, 2:44pm UTC](https://forum.alkimi.ai/t/why-does-agent-creation-fail-when-reasoning-is-enabled/177 "2026-07-31T14:44:18Z")
What I am trying to do I am creating a new Agent for an academic workflow and selected a specific model for the task. I completed the configuration fields and clicked the button to save and create the Agent. What happen…
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## [Why is our Agent still giving an old handbook answer?](https://forum.alkimi.ai/t/why-is-our-agent-still-giving-an-old-handbook-answer/169)
**Author:** [@system](https://forum.alkimi.ai/u/system)\
**Replies:** 1\
**Last updated:** [July 31, 2026, 2:43pm UTC](https://forum.alkimi.ai/t/why-is-our-agent-still-giving-an-old-handbook-answer/169 "2026-07-31T14:43:51Z")
What I am trying to do Our admissions office updated its application handbook for the upcoming term. We want our Admissions Assistant to explain current application requirements and cite the new handbook. What happened D…
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## [Why is my Agent not using its Knowledge collection?](https://forum.alkimi.ai/t/why-is-my-agent-not-using-its-knowledge-collection/161)
**Author:** [@system](https://forum.alkimi.ai/u/system)\
**Replies:** 1\
**Last updated:** [July 31, 2026, 2:43pm UTC](https://forum.alkimi.ai/t/why-is-my-agent-not-using-its-knowledge-collection/161 "2026-07-31T14:43:23Z")
What I am trying to do I created a course Agent from a template and linked a Knowledge collection containing several lecture PDFs. I want the Agent to answer student questions using grounded material from these files and…
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## [Account and billing help: private support and public basics](https://forum.alkimi.ai/t/account-and-billing-help-private-support-and-public-basics/154)
**Author:** [@system](https://forum.alkimi.ai/u/system)\
**Replies:** 0\
**Last updated:** [July 31, 2026, 2:42pm UTC](https://forum.alkimi.ai/t/account-and-billing-help-private-support-and-public-basics/154 "2026-07-31T14:42:58Z")
Private help Email support@alkimi.ai directly for help with account access, subscription updates, invoices, payment methods, Organization membership, or Credit balance adjustments. Account-specific billing issues, paymen…