Workflows & Support
Troubleshooting & Support
Common issues, solutions, and support resources to help you resolve problems quickly
Troubleshooting & Support
This guide helps you resolve common issues and get the support you need when using the Devdraft Console. Find quick solutions to frequent problems and learn how to get additional help.Common Issues & Solutions
API Key Problems
API Key Not Working
API Key Not Working
Symptoms: Authentication errors, 401 responses, “Invalid API key” messagesSolutions:
- Verify your API key and endpoint are correct
- Check if you’re using the right environment (test vs live)
- Ensure the key hasn’t been revoked or expired
- Confirm you’re using the correct API endpoint
- Check for extra spaces or characters in the key
- Store keys in environment variables
- Use different keys for test and live environments
- Regularly rotate your API keys
- Never commit keys to version control
Wrong Environment Keys
Wrong Environment Keys
Symptoms: Test data in live environment or vice versaSolutions:
- Verify you’re using test keys with test endpoints
- Check your application environment configuration
- Ensure webhook URLs match the environment
- Confirm database connections use correct environment
- Use clear naming conventions for keys
- Separate test and live configurations
- Use environment variables for key management
Webhook Issues
Webhook Not Receiving Events
Webhook Not Receiving Events
Symptoms: No webhook deliveries, events not appearing in logsSolutions:
- Check if your endpoint URL is accessible via HTTPS
- Verify firewall settings aren’t blocking requests
- Ensure your server responds within 10 seconds
- Check webhook configuration in the console
- Verify the endpoint accepts POST requests
- Use webhook testing tools like webhook.site
- Check server logs for incoming requests
- Test with the “Send Test Webhook” feature
- Verify DNS resolution for your endpoint
Webhook Signature Verification Fails
Webhook Signature Verification Fails
Symptoms: “Invalid signature” errors, webhook rejectionSolutions:
- Verify the signing secret is correct
- Check signature header format (should be “Devdraft-Signature”)
- Ensure the payload hasn’t been modified
- Test with known good signature examples
- Verify HMAC-SHA256 implementation
- Log the received signature and expected signature
- Check for encoding issues (UTF-8)
- Verify the raw payload is used for signature calculation
Duplicate Webhook Events
Duplicate Webhook Events
Symptoms: Same event processed multiple timesSolutions:
- Implement idempotency using event ID
- Check for webhook retries (normal behavior)
- Verify your event processing logic
- Use database transactions to prevent duplicates
- Always check if event was already processed
- Use event ID as unique identifier
- Implement proper error handling
- Monitor webhook delivery status
Payment Processing Issues
Payment Declined
Payment Declined
Symptoms: “Card declined” errors, payment failuresCommon Causes:
- Insufficient funds
- Expired card
- Incorrect CVV
- Card restrictions or fraud detection
- Invalid billing address
- Ask customer to try a different card
- Verify card information is correct
- Check if card is active and not expired
- Contact card issuer for restrictions
- Suggest alternative payment methods
- Validate card information before submission
- Provide clear error messages to customers
- Offer multiple payment options
Payment Processing Errors
Payment Processing Errors
Symptoms: “Processing error” messages, timeoutsCommon Causes:
- Network connectivity issues
- Payment processor unavailable
- Invalid payment data format
- Currency conversion problems
- Rate limiting
- Retry the transaction
- Check payment processor status
- Verify payment data is correctly formatted
- Use correct currency codes
- Check API rate limits
- Review transaction logs
- Check API response codes
- Monitor network connectivity
- Verify account status
Console Access Issues
Can't Log In to Console
Can't Log In to Console
Symptoms: Login failures, “Invalid credentials” messagesSolutions:
- Verify email and password are correct
- Check if account is active and not suspended
- Try password reset if needed
- Clear browser cache and cookies
- Check if 2FA is enabled and working
- Try different browser or incognito mode
- Check if IP restrictions are blocking access
- Verify account hasn’t been locked due to security
- Contact support if account is compromised
Permission Issues
Permission Issues
Symptoms: “Access denied” messages, missing featuresSolutions:
- Check your assigned role and permissions
- Verify role permissions include required features
- Contact admin to update your permissions
- Log out and back in to refresh permissions
- Check if account is active and not suspended
- Review user role assignments
- Check custom role configurations
- Verify permission inheritance
- Update user permissions as needed
Diagnostic Tools
Self-Service Diagnostics
Diagnostic Checklist
- ✅ Check API key validity and environment
- ✅ Verify webhook endpoint accessibility
- ✅ Test payment processing with test cards
- ✅ Review console permissions and access
- ✅ Check network connectivity and firewall
- ✅ Verify account status and verification
- ✅ Review recent activity and logs
- ✅ Test with different browsers/devices
Testing Tools
1
API Testing
Use these tools to test your API integration:
- Postman: Test API endpoints manually
- cURL: Command-line API testing
- Devdraft CLI: Official command-line tool
- SDK Examples: Language-specific examples
2
Webhook Testing
Test webhook functionality:
- webhook.site: Temporary webhook endpoints
- ngrok: Expose local servers for testing
- Devdraft Test Webhooks: Built-in testing feature
- Custom Test Endpoints: Your own test servers
3
Payment Testing
Test payment processing:
- Test Card Numbers: Provided by Devdraft
- Test Mode: Safe environment for testing
- Payment Simulator: Simulate various scenarios
- Error Testing: Test error handling
Getting Help
Support Channels
Documentation
- Complete API documentation
- Integration guides
- Code examples
- Best practices
- FAQ section
Community Support
- Developer community forum
- GitHub discussions
- Stack Overflow
- Discord server
- User groups
Email Support
- Technical support: support@devdraft.ai
- Account issues: accounts@devdraft.ai
- Billing questions: billing@devdraft.ai
- Security concerns: security@devdraft.ai
Priority Support
- Enterprise customers
- High-volume merchants
- Critical issues
- Dedicated support team
- Phone support available
Contacting Support
1
Gather Information
Before contacting support, collect:
- Error messages and codes
- Transaction IDs (if applicable)
- Timestamps of when issues occurred
- Steps to reproduce the problem
- Your account information
2
Choose Support Channel
Select the appropriate support channel:
- Documentation: For general questions and guides
- Community: For peer support and discussions
- Email: For account-specific issues
- Priority Support: For critical or enterprise issues
3
Provide Details
When contacting support, include:
- Clear description of the issue
- Steps to reproduce the problem
- Relevant error messages
- Account information (email/ID)
- Any troubleshooting steps already taken
Support Response Times
Support Response Times
- Critical Issues: 2-4 hours (enterprise customers)
- High Priority: 4-8 hours (business customers)
- Standard Issues: 24-48 hours (all customers)
- General Questions: 48-72 hours (community support)
Error Codes Reference
Common API Error Codes
Common error codes and their meanings.
Webhook Error Codes
Webhook Error Codes
- 400 Bad Request: Invalid webhook payload or signature
- 401 Unauthorized: Missing or invalid authentication
- 403 Forbidden: Webhook endpoint access denied
- 404 Not Found: Webhook endpoint not found
- 408 Request Timeout: Endpoint didn’t respond within 10 seconds
- 500 Internal Server Error: Server error on your endpoint
- 502 Bad Gateway: Network or proxy error
- 503 Service Unavailable: Endpoint temporarily unavailable
Best Practices for Troubleshooting
Troubleshooting Best Practices
- Start Simple: Check basic issues first (API keys, network)
- Use Test Mode: Always test in development environment
- Check Logs: Review application and API logs for errors
- Isolate Issues: Test components individually
- Document Everything: Keep records of issues and solutions
- Update Regularly: Keep SDKs and integrations updated
- Monitor Performance: Track success rates and response times
- Have a Plan: Know your escalation path for critical issues
Prevention Strategies
1
Regular Monitoring
Set up monitoring for:
- API response times and success rates
- Webhook delivery status
- Payment processing metrics
- Error rates and types
2
Automated Testing
Implement automated tests for:
- API endpoint functionality
- Webhook event processing
- Payment flow validation
- Error handling scenarios
3
Documentation
Maintain documentation for:
- Integration setup and configuration
- Common issues and solutions
- Support contact information
- Escalation procedures
Emergency Procedures
Critical Issues
For critical issues affecting live payments or security, contact support immediately.
Emergency Contacts
- Security Issues: security@devdraft.ai (24/7)
- Payment Outages: support@devdraft.ai (24/7)
- Account Compromise: security@devdraft.ai (immediate)
- Data Breach: security@devdraft.ai (immediate)
Incident Response
1
Assess Impact
Determine the scope and severity of the issue.
2
Implement Mitigation
Take immediate steps to reduce impact:
- Disable affected features if necessary
- Notify affected customers
- Implement workarounds
- Monitor for additional issues
3
Contact Support
Reach out to appropriate support channel with:
- Clear description of the issue
- Impact assessment
- Steps already taken
- Contact information for follow-up
4
Follow Up
Monitor the situation and:
- Track resolution progress
- Update stakeholders
- Document lessons learned
- Update procedures if needed