Relayby Switch Labs
Back to User Guide

Error Reference

Understanding and resolving error messages.

Error Message Format

Errors typically include:

  • Error code
  • Error message
  • Additional context

Example:

Error: TICKET_NOT_FOUND
The requested ticket could not be found.
Ticket ID: tkt_123

Authentication Errors

INVALID_CREDENTIALS

Message: "Invalid email or password"

Cause: Login credentials don't match

Solution:

  1. Check email address is correct
  2. Check password (caps lock?)
  3. Reset password if forgotten
  4. Contact admin if account locked

SESSION_EXPIRED

Message: "Your session has expired"

Cause: Logged in too long without activity

Solution:

  1. Log in again
  2. This is normal security behavior
  3. Check "Remember me" on login

SSO_FAILURE

Message: "Single sign-on failed"

Cause: SSO provider issue

Solution:

  1. Try logging into SSO provider directly
  2. Contact your IT team
  3. May need to clear browser cookies
  4. SSO configuration may need updating

PERMISSION_DENIED

Message: "You don't have permission to perform this action"

Cause: Role doesn't allow this action

Solution:

  1. Contact your admin for access
  2. Check if you're in correct organization
  3. Some features require admin role

Ticket Errors

TICKET_NOT_FOUND

Message: "Ticket not found"

Cause: Ticket doesn't exist or was deleted

Solution:

  1. Check ticket ID is correct
  2. Ticket may have been deleted
  3. Ticket may be in different organization

TICKET_LOCKED

Message: "This ticket is being edited by another user"

Cause: Another agent is working on ticket

Solution:

  1. Wait for them to finish
  2. Communicate with team
  3. Lock releases after inactivity

ASSIGNMENT_FAILED

Message: "Could not assign ticket"

Cause: Target user invalid or unavailable

Solution:

  1. Verify user exists and is active
  2. User may have been deactivated
  3. Check user has permission for this ticket

Message Errors

MESSAGE_TOO_LONG

Message: "Message exceeds maximum length"

Cause: Reply is too long

Solution:

  1. Shorten your message
  2. Split into multiple messages
  3. Attach long content as file

ATTACHMENT_TOO_LARGE

Message: "File exceeds maximum size"

Cause: Attachment over size limit

Solution:

  1. Compress the file
  2. Use file sharing service
  3. Split into smaller files
  4. Maximum: 25MB per file

INVALID_RECIPIENT

Message: "Invalid recipient email"

Cause: Customer email is invalid

Solution:

  1. Check email format
  2. Update customer email
  3. Email may have bounced previously

Integration Errors

INTEGRATION_DISCONNECTED

Message: "Integration is disconnected"

Cause: Connection to external service lost

Solution:

  1. Go to integration settings
  2. Reconnect the integration
  3. Re-authorize if needed
  4. Check external service status

SYNC_FAILED

Message: "Sync failed"

Cause: Data sync with integration failed

Solution:

  1. Check integration status
  2. Try manual sync
  3. Check external service for errors
  4. Reconnect if persistent

API_RATE_LIMIT

Message: "Rate limit exceeded"

Cause: Too many requests to external API

Solution:

  1. Wait before retrying
  2. Reduce request frequency
  3. Check automation that may be looping
  4. Contact us about limits

OAUTH_EXPIRED

Message: "Authorization expired"

Cause: OAuth token is no longer valid

Solution:

  1. Reconnect the integration
  2. Re-authorize with provider
  3. Tokens typically last 1-6 months

API Errors

401 UNAUTHORIZED

Message: "Invalid API key"

Cause: API key is invalid or missing

Solution:

  1. Check API key is correct
  2. Check key hasn't been revoked
  3. Generate new key if needed
  4. Verify header format

403 FORBIDDEN

Message: "Insufficient permissions"

Cause: API key lacks required scope

Solution:

  1. Check key permissions
  2. Generate new key with correct scope
  3. Verify resource access

404 NOT_FOUND

Message: "Resource not found"

Cause: Requested resource doesn't exist

Solution:

  1. Check resource ID is correct
  2. Resource may have been deleted
  3. Check you're using correct endpoint

422 VALIDATION_ERROR

Message: "Validation failed"

Cause: Request data is invalid

Solution:

  1. Check required fields
  2. Verify data formats
  3. Review API documentation
  4. Check error details for specifics

429 RATE_LIMITED

Message: "Too many requests"

Cause: API rate limit exceeded

Solution:

  1. Wait before retrying
  2. Implement exponential backoff
  3. Reduce request frequency
  4. Check Retry-After header

500 SERVER_ERROR

Message: "Internal server error"

Cause: Something went wrong on our end

Solution:

  1. Retry after a moment
  2. Check status.relay.help
  3. Contact support if persistent
  4. Include request ID when reporting

Automation Errors

AUTOMATION_LOOP_DETECTED

Message: "Automation loop detected"

Cause: Automation is triggering itself

Solution:

  1. Review automation conditions
  2. Add conditions to prevent loops
  3. Check for conflicting automations

ACTION_FAILED

Message: "Automation action failed"

Cause: One action in automation couldn't execute

Solution:

  1. Check action configuration
  2. Verify target exists (user, tag, etc.)
  3. Check automation logs for details

What to Do When You See an Error

Step 1: Understand

Read the full error message. It often tells you what's wrong.

Step 2: Try Again

Many errors are temporary. Wait a moment and retry.

Step 3: Check Status

Visit status.relay.help for known issues.

Step 4: Search

Search this documentation for the error code.

Step 5: Contact Support

If unresolved, contact us with:

  • Exact error message
  • What you were trying to do
  • When it occurred
  • Steps to reproduce

← Integration Issues | Getting Support →