Questions and answers

I do not see tool X or system Y

Check in this order.

1. Open MCP servers and expand the server. The tool row says why it is not available: “Switched off in an emergency by an administrator.”, “Waiting for approval by an administrator.”, “Switched off by an administrator.”, “No entitlement for this tool.” or “Requires a code from the Authenticator.”
2. Compare the address in your client with the one on MCP address. A filter in the address hides tools. A tool the filter hides answers not_found_or_denied.
3. Sign in again in Claude Code (/mcp). New groups arrive with a new token.
4. The server did not answer in time when the list was built, so it was left out. Ask again after a minute. If it repeats, tell an administrator.
5. The list has more than 100 tools and the client read only the first page.
6. The client shows the server with no tools at all: the gateway may be older than 2.0.1, see Add the platform to Claude Code.

A system without a connected account keeps its tools on the list. The first call answers credential_required, see Connect your account.

A tool call fails. What now

Read the error code in the agent’s answer. Codes and what to do about them are in Errors and limits. When you hand the problem to an administrator, give the request id. The agent can show it, and Audit logs lists it for each of your calls.

The agent says it cannot confirm an operation

The agent never sees the code unless you type it in the session. Without a registered Authenticator, a destructive tool cannot run. See Register the Authenticator and Confirm a destructive operation.

Does the agent see my passwords and tokens

No. The agent sees tool results. The platform reads your credential from its secret store for one call, sends it to the product in a header, and does not store it there. The token your client holds is valid only for the platform and never goes to Jira, GitLab or another product.

Text that a product returns (issue descriptions, page bodies, log lines) is passed to the model as untrusted data. A planted instruction in a page can still influence the model. The platform limits the damage with permissions, codes for destructive calls and filters, not by understanding the text. Choose read-only tools in the address when you only read, see Narrow the tool list.

Where do I see what the agent did

Audit logs in the portal lists your own tool calls, newest first, with the time, client, tool, resource and result. It never shows argument values or codes. The portal keeps the entries for 30 days by default, an administrator can change that.

How long does a connection last

A token connection lasts until the token expires, until you disconnect, or for 180 days without use, whichever comes first. An OAuth connection is renewed by the platform until the product revokes it.

Can I connect a token of another person’s account

The account in the product does not have to match your company sign-in name, because people have different logins in different products, so the platform only checks that the token is valid. The platform records which account you attached, so attaching someone else’s token is visible in the audit trail. Do not do it.

The portal says “Session expired”

The portal session ends after 30 minutes without activity or 8 hours in total. Sign in again, see Sign in.

My phone changed or I lost the app

Remove the Authenticator in the portal, register it again and delete the old entry, see Replace the phone. If you lost the OTP of your company account too, ask an administrator.