no user found with distinct_id: <distinct_id> | - If you are triggering notification via event, user needs to be created before hand. Create user profile via API or one of our SDKs. - If you are triggering workflow directly via API, pass user channel information in the user instance of your workflow call. Refer workflow documentation of your respective backend SDK. |
no active/preferred channels found for user with distinct_id:<distinct_id> | This error would essentially mean that user doesn’t have any applicable active channels in their profile. Applicable channel is the subset of template group channel , channels specified in workflow $channels key . This could happen for 2 major reasons: (1) User doesn’t have that channel set in their profile. If the workflow is triggered via event, user’s channel is derived from the existing user profile. Create user profile via API or one of our SDKs. (2) All identities for that channel are inactive in user profile. Channel can be marked inactive using unset or remove function via SDK or API. SuprSend also marks the channel identity inactive for email and WhatsApp in case of hard errors from vendor end, such as bounced email addresses, unregistered WhatsApp numbers. This is done to safeguard your email domain authority or WhatsApp rating if you continue to send notifications to users who have reported or marked your email or messages as spam. Additionally, this helps in WhatsApp cost saving, as vendor charges for every processed request. Inactive marking period by SuprSend is 15 days for WhatsApp and 90 days for email. |
template: live channels: [channel_array], but no respective user (subscribed-)channels present | User profile doesn’t have any active channel from the channels available in template group. This could happen for 2 major reasons: - User doesn’t have that channel set in their profile. If the workflow is triggered via event, user’s channel is derived from the existing user profile. Create user profile via API or one of our SDKs. - All identities for that channel are inactive in user profile. Channel can be marked inactive using unset or remove function via SDK or API. SuprSend also marks the channel identity inactive for email and WhatsApp in case of hard errors from vendor end, such as bounced email addresses, unregistered WhatsApp numbers. This is done to safeguard your email domain authority or WhatsApp rating if you continue to send notifications to users who have reported or marked your email or messages as spam. Additionally, this helps in WhatsApp cost saving, as vendor charges for every processed request. Inactive marking period by SuprSend is 15 days for WhatsApp and 90 days for email. |
TemplateGroup <template_slug> not found | This error occurs when, (1) the template with given template_slug in not present in your workspace. You can search with template_slug using global search ⌘ + K on dashboard to verify this. (2) there is no published template version available for the channel (3) you have mistakenly passed template name instead of template slug in your workflow payload. You can get template_slug by clicking on copy icon next to template name on template details page |
NotificationCategory <category_slug> not found | The notification category passed in workflow payload is not present on SuprSend dashboard or you have mistakenly added category name rather than it’s slug. Click on Notification category name to copy the slug. > Please note only published categories can be used in workflows. If you have your category available in draft version, publish the changes before triggering the workflow. Navigate to Settings -> Notification Categories to see all available categories. Click on Category name to copy slug. |
user not subscribed to category: <category_slug> | User has opted_out from this category. This could happen either if the default user preference for this category is opt_out or if the default preference is opt_in , then user has explicitly opted_out of this category. You can get user preference setting for that particular category using HTTP API. |
user has unsubscribed from all-channels for category: ** | User has opted_out from this category. This could happen either if the default user preference for this category is opt_out or if the default preference is opt_in , then user has explicitly opted_out of this category. You can get user preference setting for that particular category using HTTP API. |
no (subscribed-)channels found for user. category: <category_slug> | User has opted_out from this category. This could happen either if the default user preference for this category is opt_out or if the default preference is opt_in , then user has explicitly opted_out of this category. You can get user preference setting for that particular category using HTTP API. |
brand doesn’t exist with id: <brand_id> | The brand_id doesn’t exist in the given SuprSend Workspace. Check for available brands [now called tenants] on SuprSend dashboard -> tenants page. You can create this brand/tenant from SuprSend dashboard or via your backend SDK / API. |
NotificationCategory <category_slug> not applicable to tenant/brand <brand_id> | This means that brand’s default preference for the category_slug is turned off for brand_id . To check default preference setting of each brand [now called tenant], navigate to default preferences tab on brand details page. |
recipient: error evaluating jq-expression <recipient_expression>, could not be resolved from event properties | This error occurs when you have overridden the recipient configuration in your workflow, and the jq-expression added in the recipient field is throwing an error or returning null value. To troubleshoot: 1. Navigate to the workflow details page by clicking on the workflow name in the logs. 2. Check the jq-expression added in the recipient field. 3. The recipient jq-expression utilizes event properties JSON for parsing. Validate the output of your jq-expression by adding property JSON here. |
500: xxxx | SuprSend Internal server error. Reach out to us on Slack community for assistance with this issue. |
all channel identities provided for user are invalid | This error can arise when user channels are passed as part of your workflow payload and the format of the channel identity is not correct. Supported format for each channel identity: - SMS, Whatsapp - +15555555555 (country code is mandatory) - Email - support@suprsend.comRefer here for other channel formats. |
user’s distinct_id must be present if it’s not transient | This error occurs if user distinct_id key is null or blank in workflow or event payload. The distinct_id is the unique identifier of the recipient and should always be included in the workflow if you are not sending notifications to anonymous users. If you wish to send notification to an anonymous user without providing the distinct_id , include user channels and set is_transient: True in the users key of your workflow payload. Refer doc for more information on sending notification to anonymous users. |
users - no valid value passed | This error occurs when distinct_id key is not passed in your workflow or event payload. |
invalid duration-format [TTL duration]. valid format [xx]d[xx]h[xx]m[xx]s | This error occurs when TTL format in the smart delivery block is incorrect. The correct TTL format is [xx]d[xx]h[xx]m[xx]s where d = day, h = hour, m = minute, s = second. e.g. - 1d2h30m would indicate a Time to live (TTL) is 1 day 2 hours 30 minutes. |
invalid duration-format . valid format [xx]d[xx]h[xx]m[xx]s | This error occurs when time-duration format in the delay block is incorrect. The correct format is [xx]d[xx]h[xx]m[xx]s where d = day, h = hour, m = minute, s = second. e.g. - 1d2h30m would indicate a delay of 1 day 2 hours 30 minutes. |
channel details missing for transient user | It is essential to pass channel identities in users key if you are sending notification to anonymous user with is_transient: True set. You can add channel identity as "$email":["abc@example.com"] in your users object. Read more about sending notification to anonymous users here. |