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Start with the matching heading. If none of these fit, contact with the account email and the version from Help → About.

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The app will not open

It needs Windows 10 or 11, 64-bit. Download the installer again from useshape.org/download and run it. If it opens and closes immediately, run it once more after a reboot. If it still fails, send the version you tried to install.

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Sign-in never finishes

Finish the step in the browser, then return to the app. If the browser is stuck:
  1. Close the browser tab.
  2. Sign out from the app if you are halfway in.
  3. Sign in again.
Do not paste a password into chat.

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Chat will not send

Check the plan and remaining credits on Billing. Free includes Auto only. A named model on Free will not send. If you are on a paid plan and send still fails, switch to Auto once. If Auto works, the named model is the problem for that turn. If Auto also fails, check status.

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The preview cannot reach localhost

Start your app first, then open that URL in the browser. localhost has to be the same machine. A URL on another device will not load in Shape’s preview.

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GitHub data is missing

Sign in with GitHub and open a folder whose remote is on github.com. A fork or an org the GitHub account cannot see will look empty.

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MCP tools do not appear

Save mcp.json, restart Shape, and open the folder again. The command has to exist on PATH for the app, not only for a terminal you already opened. See MCP.

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An update did not apply

Use Help → Check for Updates. If it still reports the old version, install over it from download.