Error and safe reason codes (user)
What each message you might see means, and what to do next.
Maps codes the buyer may see to plain language. Codes come from the product's error model. Update this file in the same change when codes are added or user-facing meaning changes.
Never include document text or party names in replies.
Last updated: 2026-09-07 (8c.11 — SHARE_DENIED is live for solicitor share links)
Public KB / buyer chatbot should treat only the Live now table as product truth. Codes under Not shown to buyers yet and Catalogued, not shipped must not be presented as everyday product behaviour.
Live now (buyer can hit these)
| Code | When | What it means to you | Related articles |
|---|---|---|---|
UNAUTHENTICATED |
Not signed in | Sign in again to continue. | Session expired or not logged in |
TERMS_NOT_ACCEPTED |
Register, buy, or upload without accepting the current Terms | Agree to the current Terms of Service and Privacy Policy to continue. | How to create an account |
RATE_LIMITED |
Too many attempts | Too many attempts — wait and retry. | Too many sign-in or register attempts |
TURNSTILE_FAILED |
Bot check at checkout | Refresh and complete the security check. | Bot check failed at checkout |
CHECKOUT_FAILED |
Stripe session could not be created | Could not start payment. Try again. | Bot check failed at checkout |
VALIDATION_ERROR |
Missing/invalid checkout, upload, or job fields | Check required fields, then retry. | How to upload documents for an audit |
JOB_NOT_FOUND |
Job or report id does not exist, or the report is not ready yet | This job could not be found. Go back to your account and try again. | How to upload documents for an audit |
FORBIDDEN |
Job or report that is not yours | You don't have access to this job. | How to upload documents for an audit |
NO_VALID_DOCUMENTS |
All uploaded files were rejected | None of the uploads could be used. Check the files and try again. | support-no-valid-documents |
JOB_NOT_EDITABLE |
Address change or upload after the job already moved on | This job already has an upload in progress or complete — refresh your account page. | Cannot change address after submit |
NO_CREDITS |
Starting an audit with no Hunter credits left, or credits expired | No credits left or credits expired — buy a pack or a Standard Audit. | No Hunter credits remaining or expired |
SHARE_DENIED |
Share link expired or revoked, or the email typed is not the invited one | This link is not valid, or that email does not match the invite. | feature-report-share |
Not shown to buyers yet
Job failure codes that can appear once a job is processed. Account shows a failed notice without these codes; the job-failed email is not shipped yet (Phase 10).
| Code | When | What it means to you | Related articles |
|---|---|---|---|
SCRUBBER_FAILED |
Analysis could not finish | Analysis could not be completed safely. Contact support with job id only. | Job shows as failed |
Catalogued, not shipped (do not treat as live product)
These codes are defined in Pages and User Flows for later Phase 8 surfaces. Until address-match outcomes and report SPA ship, do not tell buyers they will see them in the current product.
| Code | When (when shipped) | Planned user language | Related articles (planned) |
|---|---|---|---|
ADDRESS_MISMATCH |
File vs job address | Every file must match the job address. Fix address (if still editable) or upload matching docs. | support-upload-address-mismatch |
Job email failures
job_failed email must use a safe reason code only (no excerpts). Expand this section when the product defines the stable job-level codes and the email ships (Phase 8).
| Job-level code (TBD) | User language | Related |
|---|---|---|
| (populate when Phase 8 ships) | Job shows as failed |
Last verified