docs(support): KB refresh from Zendesk tickets, 2026-07-31 to 2026-08-27 - #3141
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docs(support): KB refresh from Zendesk tickets, 2026-07-31 to 2026-08-27#3141anastasiaguspan wants to merge 16 commits into
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Mines recurring support concerns from the window and lands one new KB article plus two corrections to existing sources. - how-can-i-rotate-or-revoke-access: add the "can't sign in to the account" path (departed employee, lost access, unknown owner), the org-approval requirement, and the GraphQL viewer query for identifying an exposed key's owner. 9 tickets. - how-can-i-change-my-account-from-corpora: add the email-already-on- another-account blocker that customers keep hitting when linking an academic email, plus the post-trial org-switch note. 5 tickets. - how-do-i-move-a-project-to-a-different-team-or-organization: new. Whole project moves across entities aren't self-service; documents what to send support and the four caveats agents state. 3 tickets. Co-Authored-By: Claude Opus 5 <noreply@anthropic.com>
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Readability impactWord-weighted Flesch-Kincaid grade change across 11 changed pages: +0.1 (harder). Lower Flesch-Kincaid grade and higher reading ease both mean easier to read. This check is informational and never blocks a PR. Human readability
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Curated-docs baseline median FK grade by type: conceptual 10.5, procedural 8.8, reference 9.4. |
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"add the academic email as a secondary email ... then set it as your primary email" conflated two sources: ticket 121245 says to add the address as an additional associated email, while "set it as primary" came from the article's existing mainstream steps. Separating them into two steps keeps both accurate and removes the contradictory reading. Co-Authored-By: Claude Opus 5 <noreply@anthropic.com>
The single sentence combined two distinct ticket symptoms with an "or" that read as a choice, and its pronouns had unclear antecedents. Split into a list: the add-email failure (ticket 121245) and the ends-up-as- two-accounts outcome (ticket 121603), followed by the shared cause. Co-Authored-By: Claude Opus 5 <noreply@anthropic.com>
The "include your full name and email" bullets traced to a customer's own internal revocation tool (tickets 121406, 121701), not to a W&B process, and "can't act on a request that omits either" was not stated by anyone. Removed both, along with the last-few-characters bullet (same source) and a sentence that restated the opening line. What remains is generalizable: self-service works only on accounts you can sign in to; the org-approval step W&B agents consistently take (121254, 121310, 121311, 121313); and the viewer GraphQL query for identifying an exposed key's owner (121254, customer-run, HTTP 200). Note for reviewers: all nine tickets behind this article came from a single enterprise account, so the recurrence reflects one org's offboarding process rather than nine independent customers. Co-Authored-By: Claude Opus 5 <noreply@anthropic.com>
The action names come from ticket 121535, where a W&B solutions engineer gave them and the customer confirmed the method worked. The deployment list was mine and was wrong: it named Dedicated Cloud and Self-Managed, but audit-logging.mdx also documents Multi-tenant Cloud with Enterprise. Dropped the enumeration and let the linked doc own it. Co-Authored-By: Claude Opus 5 <noreply@anthropic.com>
Reviewer edits: clarify that it is report links that break, and drop the renaming caveat and the pointer to moving individual runs. Co-Authored-By: Claude Opus 5 <noreply@anthropic.com>
Replace the catch-all "business" wording with the actual plan names and add the reverse paid-to-academic path so readers can follow the right steps. Co-authored-by: Cursor <cursoragent@cursor.com>
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| You can rotate or revoke personal and service account keys. Create a new API key or service account user, then reconfigure your scripts to use the new key. After your scripts use the new key, remove the old API key from your profile or team. | ||
| You can rotate or revoke personal and service account keys yourself, as long as you can sign in to the account that owns the key. Create a new API key or service account user, reconfigure your scripts to use the new key, then delete the old key. For the steps, see [API keys](/platform/app/settings-page/user-settings#api-keys). |
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Only team/org admin can create and revoke team/org level service account api keys, so not all users will be able to do so.
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| If the key belongs to someone who has left your organization, to an account you have lost access to, or to a user you can't identify, you can't remove it yourself. Contact W&B Support instead. | ||
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| Before W&B deletes an API key that belongs to another user, an admin or owner in your organization has to approve the request. Identifying your approver up front avoids a round of back-and-forth. Include the email address of the account that owns the key, if you know it. |
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Probably worth asking to share any details they have about the key, if they don't know the account owner.
anastasiaguspan
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Aug 28, 2026
anastasiaguspan
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Aug 28, 2026
Co-authored-by: Anastasia Guspan <happyguspan@gmail.com>
Co-authored-by: fmamberti-wandb <152398141+fmamberti-wandb@users.noreply.github.com>
Co-authored-by: fmamberti-wandb <152398141+fmamberti-wandb@users.noreply.github.com>
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What changed
support/models/articles/how-can-i-rotate-or-revoke-access.mdx— correction — the article covered only rotating a key on an account you can sign in to; the tickets in this window were consistently the opposite case (departed employee, lost access, unknown owner).support/models/articles/how-can-i-change-my-account-from-corpora.mdx— correction — the documented "add your academic email" step is exactly where 5 customers failed, because the email already belonged to a second account.support/models/articles/how-do-i-move-a-project-to-a-different-team-or-organization.mdx— new article — nothing in the repo covered moving a whole project across entities; the existing article covers moving runs between projects, which is a different, self-service operation.Grounding
how-can-i-rotate-or-revoke-access.mdx: tickets 121701, 121469, 121467, 121313, 121311, 121406, 121254, 121310, 121529; substantiation Medium. All nine came from a single enterprise account (one Slack support channel). The recurrence is real but reflects one organization repeatedly running its security-offboarding process, not nine independent customers — weigh the generalizability accordingly. Verified in-thread: self-service only works on accounts you can sign in to (121313: "I no longer have access and am unable to log in to remove the key myself"); W&B agents consistently obtain approval from an org admin/owner before deleting another user's key (121254, 121310, 121311, 121313); the GraphQLviewercall identifies an exposed key's owner (run by the customer in 121254, returning HTTP 200). Deliberately excluded: the customer's own internal revocation tooling, which is not a W&B feature — including the "send your full name and email" and "send the last characters of the key" intake details, which trace to that tool rather than to a W&B process; and an agent's hedged, never-confirmed aside in 121467 that rotation can only apply to all keys on an account.how-can-i-change-my-account-from-corpora.mdx: tickets 121245, 121603, 121346, 121352, 121562; substantiation High for the email-conflict path, Medium for the org-switch note. 121245 is confirmed end to end by the customer ("Yes I was able to add the secondary email!") after deleting the team, then the account, then adding the email. 121603 independently shows the second symptom ("When I tried to link my other account, it created a new account instead"). The org-switch note rests on 121562 alone, where the agent's explanation drew no customer reply — agent-proposed, unconfirmed. Excluded: 121367 (academic verification emails never arriving), which the agent never diagnosed and closed for no response — there is no answer to write.how-do-i-move-a-project-to-a-different-team-or-organization.mdx: tickets 121679, 121581, 121256; substantiation High — three distinct customers, all moves performed by support and confirmed by the customer. The three caveats that remain (report links break, ownership collapses to one user, stop logging during the move) are quoted from the agent in 121679 and are not contradicted in the other threads. A fourth caveat about renaming, sourced from 121256, was dropped in review.Needs a human check
viewerGraphQL query (id,username,email,admin) is taken verbatim from ticket 121254, where it returned HTTP 200 againstapi.wandb.ai/graphqlon 2026-08-11. It was not verified against a schema.how-can-i-rotate-or-revoke-access.mdx: onecurlcall. Read-only and non-destructive, but it requires a validWANDB_API_KEYin the environment. Never executed during authoring. The sample JSON response uses placeholder values, not the real account from the ticket.Rejected (and why)
context deadline exceeded(121023, 121205, 121249, 121455, 121597, 121694) — the highest-volume technical cluster in the window, and already correct inwhy-does-the-storage-meter-not-update-af.mdx. The threads show garbage-collection lag resolved by waiting, one transient retry, one customer self-resolve, and one server-side bug (WB-32236) fixed by W&B. No customer-actionable delta; this is a discoverability problem.platform/hosting/monitoring-usage/audit-logging.mdx(endpoint,numDays, basic auth, and bothuser:create_api_keyanduser:delete_api_keyactions). The rotate/revoke article carries a one-line pointer to it, since confirming a rotation landed is the natural next step after requesting one, but no content is duplicated.get_run_history_toolreturning silent empty results — the only workaround offered was "would you be open to trying out our skills?", vague and unconfirmed. No workaround, no known-issue article.ModuleNotFoundError: No module named 'mcp.server.fastmcp'(120646, 121003) — real and twice-confirmed workaround (uvx --with 'mcp[cli]<2'), but on 2026-07-29 the agent said a release pinningmcp<2was imminent. A known-issue article would likely ship stale. Revisit if the pin never landed.localinfrastructure (~150 tickets, the bulk of the window's volume) — not KB-deflectable; each requires a support agent or W&B engineer to take an action.Method
Window 2026-07-31 → 2026-08-27. 237 solved/closed tickets across 20 KB-actionable concerns after dropping noise and billing categories; 29 candidate threads read in full before drafting. Style pass applied to all three files.
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