Troubleshooting & FAQs
Find direct answers to common setup, org, project, subscription, and delivery questions, then contact support if the problem continues.
How does Serpent pricing work?
Serpent charges one flat price per company, not per seat or per org, plus usage credits for deployments, releases, and AI actions. Essentials is free, Scale is $699 per company per month, and Enterprise is custom.
FAQ
What actions consume credits?
Feature deployments cost 1 credit, releases to production cost 2 credits, AI actions add 1 credit, and data operations cost 4 credits.
FAQ
Are credits shared across the team?
Yes. Credits belong to the company, not to individual users, so everyone draws from the same monthly pool.
FAQ
Do unused credits roll over?
No. Credits reset every month and do not roll over. Most Scale teams use 100 to 200 of their 300, so headroom is normal.
FAQ
Can I change or cancel my subscription?
Yes. Upgrades take effect immediately and downgrades apply at your next billing cycle.
FAQ
How does Enterprise pricing work?
Enterprise is custom-priced for complex environments. It includes everything in Scale plus a custom credit allocation, per-project access control, and SSO with audit logs.
FAQ
Do you offer a free plan or trial?
Yes. The Essentials plan is free with 30 credits a month, no credit card and no time limit.
FAQ
How do I create a new project in Serpent?
Create a project from your workspace, then connect it to your Salesforce orgs and source control. New projects appear in your workspace right away.
FAQ
What is a project in Serpent?
A project is one delivery pipeline in Serpent: its own repository, connected orgs, review policy, and team. You create Work Items inside a project.
FAQ
Can I link my project to a Git repository during setup?
Yes. You connect your source-control provider when you set up the project, so changes are tracked in Git from the start.
FAQ
How do I invite team members?
Add teammates by email from your workspace member settings and assign each a role. Every plan supports unlimited users.
FAQ
Can I break down features into Work Items and assign them?
Yes. Organize Salesforce changes into Work Items, assign them to team members, and track each one through delivery.
FAQ
What is a Work Item in Serpent?
A Work Item is Serpent's unit of change: one feature or fix, with its Git branch and tracked scope set up for you. Think of it as a ticket and its branch combined.
FAQ
No branch was created for my Work Item
Serpent creates a Work Item's branch only when the project's source control is connected. If no branch appears, connect source control in Project Settings, then create the Work Item again.
Troubleshooting
What is a scratch org and why use one?
A scratch org is a temporary, source-driven Salesforce environment created on demand from a Dev Hub. It gives each change a clean, disposable place to build and test before it is discarded.
FAQ
How do I create a scratch org in Serpent?
Create a scratch org from your project once a Dev Hub is connected. Serpent provisions it from your scratch org definition.
FAQ
Can I configure features and lifespan of my scratch org?
Yes. You set the scratch org's edition, features, and lifespan in its definition, within Salesforce's scratch-org limits. The default lifespan is 7 days, extendable up to 30.
FAQ
How do I push code or metadata to a scratch org?
Deploy your tracked metadata to the scratch org from your Work Item, and Serpent records the action. This is a normal deploy, moving local changes into the org.
FAQ
What happens when a scratch org expires?
When a scratch org reaches the end of its lifespan it expires and is removed by Salesforce. Create a new one from your definition to continue work.
FAQ
Are there limits on scratch orgs?
Yes. Active and daily scratch org allocations are set by your Salesforce Dev Hub edition, not by Serpent.
FAQ
How do I assign a scratch org to a Work Item?
Attach a scratch org to a Work Item so that Work Item's changes build and deploy to that environment. Each Work Item keeps its own environment context.
FAQ
What are Public, Shared, and Private orgs?
These describe who in your workspace can use a connected org. A Public org is available to everyone, a Shared org is available to selected members, and a Private org is limited to the person who connected it.
FAQ
What is the difference between Shared and Private orgs?
A Shared org can be used by multiple selected workspace members, while a Private org is restricted to a single user. Use Shared for orgs a team works in together and Private for personal connections.
FAQ
What is an Org Shape and why does Serpent support it?
Org Shape captures a sandbox or production org's edition, enabled features, and limits as a reusable snapshot. Serpent supports it so new scratch orgs match your real environment instead of a bare Developer default.
FAQ
Does Org Shape include production data?
No. Org Shape captures configuration, edition, enabled features, and limits, not records or data.
FAQ
What is a Packaging Org and can I use one in Serpent?
A packaging org is where a first-generation managed package is developed and versioned. Yes, you can connect one, and Serpent also supports second-generation (2GP) package development.
FAQ
Why does a Shared org require reauthentication?
Salesforce OAuth sessions expire or get revoked, so a shared connection sometimes needs to be re-authorized before it can run actions again. Reauthenticating refreshes the org's access without reconnecting from scratch.
FAQ
Need Help?
If you cannot find an answer here, the Serpent team is happy to help. Book a call and we will help you get unblocked.
FAQ
Still need help?
Can't find what you need? Contact support and include the action, org, project, or release you were working on.
Contact support