Help

Troubleshooting

Open the closest symptom, complete the safe checks, and contact support only when the problem remains.

What you will complete

Use support for purchase, License Key, activation, download, and product setup questions. Orqra cannot manage billing or technical issues inside your own third-party model provider account.

In this guide

1
The installer cannot open, macOS reports that it is damaged, the device architecture is unsupported, or the update check fails.
2
The Provider is not configured, the API Key is invalid, the Base URL is wrong, Test Connection fails, or Sync Models returns no models.
3
A model was added but is not enabled, or the processing node does not show the model you expected.

Find the symptom first

Open the closest symptom, complete the safe checks, and contact support only when the problem remains.

1Downloads and updatesThe installer cannot open, macOS reports that it is damaged, the device architecture is unsupported, or the update check fails.

Most likely cause: The macOS v1 build supports Apple Silicon (arm64) only. Intel Macs are not supported.
What to check: The macOS v1 build supports Apple Silicon (arm64) only. Intel Macs are not supported. After installing a verified build, launch Orqra. Free starts without an account or License. Use support for purchase, License Key, activation, download, and product setup questions. Orqra cannot manage billing or technical issues inside your own third-party model provider account.
What this does not change: Projects, workflows, prompts, outputs, imported files, templates, and model API keys stay on your device.
When to contact support: Help finding the correct installer, release notes, and update eligibility during the included update period.

Safe support boundary

You may send the app version, operating system, payment reference, and a concise description. Never send an API Key, full License Key, private Prompt, or project file unless you separately choose to share specific content.

2Configure and use your own modelsThe Provider is not configured, the API Key is invalid, the Base URL is wrong, Test Connection fails, or Sync Models returns no models.

Most likely cause: Use the endpoint and credential format documented by your Provider or custom gateway.
What to check: Use the endpoint and credential format documented by your Provider or custom gateway. Support can explain Orqra BYOK setup fields, but Orqra does not include AI model API credits and does not resell third-party AI APIs. Provider API keys, billing, rate limits, and model availability remain with your own provider. Add the models you need to My Models and enable them. Free supports up to 3 enabled models; Personal has no edition-level enabled-model limit.
What this does not change: Projects, workflows, prompts, outputs, imported files, templates, and model API keys stay on your device.
When to contact support: Support can explain Orqra BYOK setup fields, but Orqra does not include AI model API credits and does not resell third-party AI APIs. Provider API keys, billing, rate limits, and model availability remain with your own provider.

Safe support boundary

3Build your first reusable workflowA model was added but is not enabled, or the processing node does not show the model you expected.

Most likely cause: Add the models you need to My Models and enable them. Free supports up to 3 enabled models; Personal has no edition-level enabled-model limit.
What to check: Add the models you need to My Models and enable them. Free supports up to 3 enabled models; Personal has no edition-level enabled-model limit. Set project defaults or choose a compatible enabled model on a processing node. Review Request Preview, then run only when the inputs, model, and parameters are correct.
What this does not change: Projects, workflows, prompts, outputs, imported files, templates, and model API keys stay on your device.
When to contact support: Use support for purchase, License Key, activation, download, and product setup questions. Orqra cannot manage billing or technical issues inside your own third-party model provider account.

Safe support boundary

4Review and runRequest Preview is missing an input, or the Provider returns a timeout, rate limit, balance, or permission error.

Most likely cause: Model availability, capabilities, rate limits, and fees are controlled by the Provider. Orqra does not include AI credits.
What to check: Insert reusable templates, inspect the request preview, then run only when the inputs, model, and parameters are correct. Testing a connection and syncing models are separate Provider network actions. Prompt and selected inputs are sent only when you explicitly run a model step.
What this does not change: Projects, workflows, prompts, outputs, imported files, templates, and model API keys stay on your device.
When to contact support: Support can explain Orqra BYOK setup fields, but Orqra does not include AI model API credits and does not resell third-party AI APIs. Provider API keys, billing, rate limits, and model availability remain with your own provider.

Safe support boundary

5License and activationThe License email did not arrive, the email does not match, the device limit was reached, offline validation expired, or the update check fails.

Most likely cause: Help with Email + License Key activation, device limits, deactivation, and license status questions.
What to check: Open Orqra desktop and activate in Settings -> Account & License. Choose Check for Updates. Review the version and release notes, then choose Install Update only when you want to proceed; Orqra asks before installing.
What this does not change: Projects, workflows, prompts, outputs, imported files, templates, and model API keys stay on your device.
When to contact support: Use support for purchase, License Key, activation, download, and product setup questions. Orqra cannot manage billing or technical issues inside your own third-party model provider account.

Safe support boundary