Incident #017 · opened 2026-05-28 · 17:32 UTC
OpenRouter API key added but not connecting — routing still set to Default instead of Custom
new
close: support-only
Description
User Lobster reported an issue on 21/05/2026 but provided no description — only screenshots (not retrieved). Version not confirmed despite team asking on 21/05.
Connor diagnosed the issue on 22/05/2026 from the screenshot: user had added an OpenRouter API key but routing was still set to Default, preventing OpenRouter from being used. Additionally, the OpenAI toggle was left on alongside OpenRouter, causing a conflict.
Fix provided
Switch routing from Default to Custom Routing and select the desired model. Disable the OpenAI toggle and keep only OpenRouter active. If on the free OpenRouter plan, use "OpenRouter (Auto)" for automatic model selection.
This is a UX/onboarding issue — the routing mode does not automatically switch to Custom when a third-party API key is added, leaving users in a broken state silently. Resolution unconfirmed — follow-up sent 25/05/2026, no response.
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Interventions
refunds · credits · manual fixes
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Activity
2 events
Pooja
pushed to GitHub → issue #3101
May 31 · 22:02
Pooja
created the incident priority=medium
May 28 · 17:32