> ## Documentation Index
> Fetch the complete documentation index at: https://aidocs.ethanbragdon.icu/llms.txt
> Use this file to discover all available pages before exploring further.

# User Investigation Runbook

> Investigate Starfire AI user access, plan, organization, session, feature, model, usage, and security issues in a consistent order.

# User investigation runbook

Use this runbook when one user reports missing access, incorrect plan state, model/feature differences, or account problems.

## 1. Confirm identity

Locate the exact Starfire account using the strongest available identifier. Do not assume two similar emails or display names refer to the same account.

Review verification and account state.

## 2. Confirm scope

Determine whether the issue occurs in:

* personal context
* one organization
* one project
* all contexts

Scope often identifies the permission layer immediately.

## 3. Check account state

Look for active restrictions, billing hold, security hold, suspension, or other state that can affect access.

## 4. Check organization membership

Verify:

* membership exists
* invitation was accepted
* role is correct
* required seat is available
* resource-level project/Knowledge access exists

## 5. Check plan and BillingAccount

Confirm the intended billing context, subscription, plan, credits, and entitlements are reconciled.

## 6. Check feature/model availability

Compare platform state, plan entitlement, organization policy, user override, rollout, and provider health.

Do not grant a broad admin role or model override until you know which layer denied access.

## 7. Check sessions/security

For authentication or suspicious-access reports, review sessions/devices and relevant security events.

## 8. Check request/run IDs

If the user has a request, build, research, or API failure, follow that exact resource into diagnostics instead of guessing from the visible message.

## 9. Make the smallest change

Prefer correcting the wrong state over adding a compensating exception.

Examples:

* fix membership rather than grant platform admin
* reconcile billing rather than manually grant a permanent plan
* refresh model policy rather than hard-allow every model

## 10. Verify as the affected scope

After the change, confirm the user/resource's effective state. Administrator visibility alone does not prove the non-admin experience is fixed.

<Warning>
  Do not use unrestricted content access as the default support workflow. Most account issues can be diagnosed from identity, permissions, billing, feature state, request IDs, and operational metadata.
</Warning>