Common email error alert error messages

There are two types of error you might receive:

  • Email disconnection due to token expiry (a token is provided to us when you connect your email that is valid for 90 days and allows us to send and log your emails). Once it expires, you must provide a new one by reconnecting your email. You can disconnect/reconnect in advance to prevent issues.
  • Email sending error due to a temporary issue when we tried to send an automated email for you.

 

Email disconnection: 

invalid_grant: AADSTS700082: The refresh token has expired due to inactivity. The token was issued on YYYY-MM-DDTHH:MM:SS and was inactive for 90.00:00:00. Trace ID: [REDACTED] Correlation ID: [REDACTED] Timestamp: [REDACTED]

This means the token provided when you connected your email has expired, and means we can no longer send emails for you. You must reconnect your email. This happens after 90 days, or when you change your password, whichever is soonest. This is controlled by your provider.

 

Email sending errors: 

These will usually be a 4XX (e.g. 400, 404 etc) or 5XX error.

Typical causes include the email address being in an invalid format, or your email server temporarily being unavailable when we tried to send the message request to them.

In these cases, you’ll need to send the update to your customer manually via the email composer on the job record.

 

Specific error messages

AxiosError: Request failed with status code 503 – this error relates to an issue on your email server (it is not caused by Survey Booker). It typically occurs when there has been a timeout waiting for a response from your mail server. We send the request to your email provider to send your email. They process the email and wait for a success response from the recipient. If the recipient server takes too long to respond (known as a timeout) we are sent this outcome. This could mean the email did process successfully on the recipient’s end and took too long to let your email server know, or it could mean the recipient’s server failed to process the email. You may not get this error when sending directly from your email app as your email server can wait longer to tell you in their composer if an email failed or not. However, it has a time limit on letting us know (this limit is not set by us).