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The agent says it can’t see my Google Drive

This applies to OneDrive, SharePoint and Dropbox too. Check these in order:
  1. Your plan includes connected drives. Connected drives come with Max, Team, Business and Enterprise. On other plans, connecting is blocked and the agent only sees files stored in The Drive AI. See Plans & Pricing.
  2. The drive is connected to this workspace. Open Settings > Integrations and look under Cloud storage. If the drive says Not connected, click it and connect it. Connections belong to a workspace, so if you have several workspaces, check you’re in the right one.
  3. It’s the right account. The agent sees the account that was connected. If the file is in a different Google or Microsoft account, click Add account and connect that one too.
  4. Cataloguing has finished. After connecting, the agent builds a catalog of the drive first. In Settings > Integrations the account shows Agent: cataloguing until it’s done, then Agent: ready. Large drives take longer. If it shows Agent: needs attention, open Settings > Agent, expand What the agent can see and click Re-scan.
  5. For a Shared Drive or SharePoint library, it’s been added and your account can open it. Your own drive appears automatically. A Google Shared Drive or SharePoint library has to be added by a workspace owner or admin. After that, you reach it through your own account: connect the Google or Microsoft account that’s a member of the drive, and it appears the next time you open the agent. If your account isn’t a member of the drive, ask its owner in Google Drive or SharePoint for access. See Connected drives.
  6. It’s a file the agent can read. On connected drives, the agent reads text, PDFs (including scanned ones), Word, Excel and PowerPoint files, and Google Docs, Sheets and Slides. It reads audio and video on plans that include every file type. It can’t read the content of images stored there.
In the browser extension, a note above the chat tells you which of these applies to the page you’re on.

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The agent stopped, or I reached my limit

Every plan includes a number of assistant tasks. A task is a request the assistant acts on; answering its questions or saying hello doesn’t count. Every plan includes a monthly number (20 on Free, 500 on Premium, 2,000 on Max, 2,000 per seat on Team and 4,000 per seat on Business, shared across the workspace), and the message tells you the date they come back. You can upgrade for more at any time; in a team workspace, only the owner can. See Plans & Pricing, and check your usage in Settings > Usage under Assistant tasks this month.
Each plan sets how many files the agent can read in one task (50 on the Free plan). Narrow the request to one folder or a smaller set of files, or upgrade.
A single task has a size limit. When the agent reaches it, it stops and tells you where it got to. Ask it to continue, which starts a new task. Owners and admins can choose a bigger Task size in Settings > Agent under Limits and approvals. Which sizes you can choose depends on your plan.
The conversation shows Stopped. Changes already applied stay applied, and you can undo them from their cards. Send a new message to carry on.
The agent is switched off for this workspace. A workspace owner or admin can turn it on in Settings > Agent with Available in this workspace.
Look for a card that says Needs your OK in the conversation. Click Apply (or Allow) to go ahead, or Not now to skip it. A proposal that isn’t applied before the conversation’s run ends expires. Ask again if you still want it.

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Uploads

  • Check your internet connection and try a smaller batch.
  • Check you have storage left in Settings > Usage. Files in the Trash don’t count.
  • Your plan limits how many files you can upload at once. The app tells you if you pick too many.
  • Wait a few minutes. Large files take longer to process.
  • Reading images, audio and video needs a plan that includes every file type, with an active subscription. A paused or ended team subscription makes the workspace read-only until it is reactivated.
  • Password-protected files can’t be read. Remove the password and upload again.

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Connections and workflows

  • Allow pop-ups for The Drive AI. Sign-in opens in a new window.
  • Make sure your plan includes connected accounts.
  • For SharePoint, OneDrive for work or Teams, your Microsoft 365 administrator may need to approve The Drive AI first. See Connected drives.
Connecting Gmail or Outlook doesn’t save attachments by itself. A workflow with an Email Attachment trigger has to save them. Check that one exists and is Active, and look at its Activity. Also check the sender isn’t in Blocked senders or the workspace Email Blocklist.
  • Open the Workflows page and check the workflow is Active.
  • Look under Activity for the file. Filter by Needs attention.
  • Check Approvals. A run waiting for a decision stays paused.
  • If the page says Monthly file limit reached or N files not processed this month, the workspace has used its workflow files for the month.
  • Use the server URL https://mcp.thedrive.ai/mcp.
  • Sign in with a The Drive AI account that uses Google. Accounts created with Microsoft, Apple or email can’t connect yet.
  • Disconnect and reconnect the tool, and sign in to The Drive AI when prompted.

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Account and billing

  • Allow pop-ups for The Drive AI.
  • Try a private window or another browser.
  • Make sure you use the same sign-in method as before: Google, Microsoft, Apple, or email and password.
Only the workspace owner sees Settings > Billing. Ask the owner to change the plan or seats.
Refresh the page, or sign out and back in. If it still hasn’t changed after a few minutes, email contact@thedrive.ai.

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Getting more help

FAQ

More answers to common questions.

Contact us

Email our team for help.