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Authentication Troubleshooting

Common authentication errors and their solutions when using the Communications API.

Error Response Format​

Authentication errors typically return with 200 OK status but contain error information in the response body:

[
  {
    "WarningMessages": [],
    "errorMsg": "Error description here",
    "MessageSentId": 0,
    "MessageId": null,
    "statusMsg": null,
    "transmitDateTime": null,
    "ClientRef": null
  }
]

Common Authentication Errors​

Invalid Customer Credentials​

[
  {
    "WarningMessages": [],
    "errorMsg": "Data is not valid, no messages sent",
    "MessageSentId": 0,
    "MessageId": null,
    "statusMsg": null,
    "transmitDateTime": null,
    "ClientRef": null
  }
]

Common Causes:

  • Expired or revoked API credentials
  • Missing authentication fields in request body

Solutions: 2. Ensure credentials are included in the messageData payload (not headers) 3. Contact support if credentials appear valid but authentication fails 4. Check for typos or extra whitespace in credential values

Insufficient Permissions​

[
  {
    "WarningMessages": [
      "Customer does not allow sending SMS"
    ],
    "errorMsg": null,
    "MessageSentId": 0,
    "MessageId": null,
    "statusMsg": null,
    "transmitDateTime": null,
    "ClientRef": null
  }
]

Solutions:

  • Check customer account permissions for SMS/Email sending
  • Contact customer administrator to enable messaging permissions
  • Verify account is active and in good standing

Partner Not Enabled​

[
  {
    "WarningMessages": [
      "Partner account not authorized for this customer"
    ],
    "errorMsg": null,
    "MessageSentId": 0,
    "MessageId": null,
    "statusMsg": null,
    "transmitDateTime": null,
    "ClientRef": null
  }
]

For Partner Authentication:

  • Verify customer has authorized your partner application
  • Check that partner callback has been received and processed
  • Ensure you're using the correct customer-specific API key
  • Confirm partner account is active and approved

Payload Structure Errors​

Problem: Wrong payload structure

// ❌ Wrong structure
{
  "messages": [...]
}

Solution: Correct payload structure

// ✅ Correct structure
{
  "messageData": [{
    "message": "content",
    "recipients": [...]
  }]
}

Debugging Authentication Issues​

2. Environment-Specific Issues​

Development vs Production:

  • Ensure using correct environment credentials
  • Sandbox credentials won't work in production
  • Check API endpoint URLs are correct

When to Contact Support​

Contact support if:

  • Credentials appear correct but authentication consistently fails
  • You receive unexpected authentication errors
  • Partner authorization callback is not being received
  • Account permissions need to be modified

Include in Support Request:

  • Customer ID (safe to share)
  • Error messages received
  • Timestamp of failed requests
  • Whether this is a new integration or previously working setup

Related Documentation: