Reference
Troubleshooting
Common errors, what they mean, and how to unstick yourself.
Every error message you might see in Scrollmark, what's usually causing it, and the fix that works most of the time. Organized by the surface where you'd see it.
Still stuck?
If a fix here doesn't work, grab a screenshot of the error and the network request (browser DevTools → Network tab) and send it to your account manager. That's the fastest path to a real answer.
Inbox errors
Errors you'll see inside the Unified Inbox.
| Toast | What it means | Fix |
|---|---|---|
| Failed to fetch conversations | The inbox couldn't load your threads — usually a dropped socket or a token issue on the connected account. | Refresh the page. If it persists, check Accounts for a Reconnect badge on any social account. |
| Failed to parse conversations | The backend returned a conversation payload the UI couldn't read. Almost always transient. | Refresh. If it happens repeatedly on the same conversation, screenshot it and escalate. |
| Unable to update conversations | You tried to archive, snooze, or assign a conversation and the write failed. | Retry once. If it fails again, check your connection — the inbox uses a live socket. |
| Unable to send message: socket not ready | The inbox socket is still connecting when you hit send. | Wait 2-3 seconds and try again. If it persists past 10 seconds, refresh. |
| Unable to send message: missing participant ids | The conversation record is missing the user ID Scrollmark needs to route the reply. | Close and reopen the conversation. If that doesn't work, send from the user's profile via Audience. |
| Unable to send comment reply: socket not ready | Same as above, for comment replies. | Wait and retry. |
| Unable to send comment: video ID is required | You're replying to a comment on a Reel but the video ID didn't attach. | Click back into the conversation — the comment context will re-load. |
| Unable to approve message / Unable to reject message | An AI-suggested reply couldn't be approved or rejected. | Retry. If it keeps failing, the journey that generated the suggestion may have been deleted. |
| Failed to copy message | Clipboard permission was denied by the browser. | Allow clipboard access in your browser settings, then try again. |
| Permalink not available | The conversation doesn't have a public URL to jump to — usually a DM. | Expected for DMs. For comments, it means Scrollmark hasn't cached the post URL yet. |
| Snooze time is required when snoozing a conversation | You hit snooze without picking a duration. | Pick a duration from the snooze picker and retry. |
Account connection errors
Errors you'll see under Accounts and Settings → Integrations.
| Error / State | What it means | Fix |
|---|---|---|
| Unable to link your account | The OAuth callback came back with an error — usually because Scrollmark didn't get the permissions it asked for. | Reconnect and click Allow on every permission screen. Do not uncheck anything Meta/TikTok/LinkedIn asks for. |
| Reconnect badge on an account | The access token expired. Scrollmark can still show historical data but can't fetch new posts or post replies. | Click the account → Reconnect. Re-auth on the platform's screen. |
| Unable to fetch posts / Unable to fetch stories | Token expired, or the platform's API is rate-limiting you. | Check for a Reconnect badge first. If there isn't one, wait 10 minutes — rate limits usually clear fast. |
| Unable to connect to shopify! | The Shopify OAuth handshake failed. Usually a mismatch between the shop and code params. | Uninstall and reinstall from the Shopify App Store. |
| Unable to disconnect account | The backend couldn't detach the integration. | Retry once. If it persists, escalate — disconnecting should always succeed. |
| Unable to fetch accounts! (on an integration card) | Scrollmark can't list the connected accounts for that integration. Usually an API-key issue. | Click the refresh icon on the card. If that fails, disconnect and reconnect. |
| Unable to authenticate slack! | Slack OAuth came back without the token. | Reconnect from Settings → Notification Settings → Slack. |
| Unable to disconnect workspace! | Scrollmark couldn't detach the Slack workspace. | Retry. If it persists, escalate. |
The Reconnect badge is the #1 cause of silent failures
Most "why isn't my journey running?" tickets trace back to an account with an expired token. Check Accounts first, every time.
Audience and tag errors
Errors you'll see on Audience and user profile pages.
| Toast | What it means | Fix |
|---|---|---|
| Failed to apply tags / Unable to apply tags | The tag write failed for one or more users in your selection. | Retry with a smaller selection. If it fails on a single user, escalate. |
| Unable to remove tag | Tag removal failed. | Retry. Usually transient. |
| Unable to update tags | Bulk tag edit failed. | Retry with a smaller selection. |
| No tag names provided | You hit the apply button with the tag input empty. | Type at least one tag. |
| Failed to export audience CSV | The CSV export job failed. | Retry. For very large audiences (>100k), try filtering first — huge exports can time out. |
| Unable to update details | Profile edit failed. | Retry. Check your fields for unsupported characters. |
| Phone number is required | You tried to sync a user to an SMS integration without a phone number on file. | Add a phone number to the user's profile first. |
| Could not create subscriber | The SMS integration rejected the new subscriber. | Check that the phone number is in a valid format and the user is opted in. |
| User not opted in | You tried to export to a marketing integration a user who hasn't consented. | Only export opted-in users. Filter Audience by Opted in = true. |
| Failed to sync the profile | The manual sync to an integration failed. | Retry. If it persists, check the integration's health in Settings → Integrations. |
Journey and automation errors
Errors you'll see in the flow builder and journey history.
| Situation | What it means | Fix |
|---|---|---|
| A journey publishes but never runs | The trigger account isn't connected, or the trigger condition never matches real traffic. | Check the trigger's account has no Reconnect badge. Test with a real comment/DM. |
| Brand Safety keeps flagging replies | The org-level brand-safety rules are blocking the reply. | Open Settings → Organization → Branding → Brand Safety and review the keyword and consent rules. |
| A Reply to comment action does nothing | The original comment was deleted, or the account lost permission. | Check the account. Deleted comments can't be replied to — expected behavior. |
| History shows Failed status | The journey threw an error on a specific run. | Click the run in History to see which node failed and the error detail. |
| Journey endpoint never fires a webhook | The webhook URL is wrong, or your endpoint returned a non-2xx. | Copy the URL from Settings → Webhooks into a request tester. Confirm your endpoint returns 200. |
Report and analytics errors
| Toast | What it means | Fix |
|---|---|---|
| Please select at least one Instagram account | You hit Generate Report without picking an account. | Pick one or more accounts in the report builder. |
| Please enter at least one competitor username | Competitor report needs at least one handle. | Add a competitor handle in the report builder. |
| Failed to reject match. / Failed to restore match. | Fuzzy-match social-attribution actions failed. | Retry. These are idempotent — it's safe. |
Calendar and publishing errors
Errors you'll see when scheduling posts under Calendar.
| Toast | What it means | Fix |
|---|---|---|
| Please upload at least one media file! | You hit schedule without attaching any media. | Attach an image, video, or carousel. |
| Please select at least one social account | No account checked in the publish dialog. | Check the account(s) you want to publish to. |
| Please upload a video file for the reel | You picked Reel as the format but attached a still image. | Attach a video file. |
| Error uploading media / Error processing image | The media upload failed — usually because the file is too big or the wrong format. | Compress the file and retry. Instagram has a hard limit — check the platform's current media specs. |
| Failed to load media from creative library | The Creative Library couldn't return the asset you picked. | Refresh. If it persists, re-upload the asset. |
| Failed to save draft | Draft save failed. | Retry. If it keeps failing, copy your caption out to a doc before losing it. |
Permissions errors
Errors you'll see on pages your role can't access.
| Message | What it means | Fix |
|---|---|---|
| You do not have permission to view Analytics. | Your role lacks view_analytics. | Ask an admin to grant it under Settings → People. |
| You do not have permission to view journey history. | Your role lacks view_workflow. | Ask an admin to grant it. |
| You do not have permission to view Reporting. | Your role lacks view_analytics. | Same — ask an admin. |
| You do not have permission to view Items. | Your role lacks access to the Items / Rewards feature. | Ask an admin. |
| You do not have permission to view Catalog. | Your role lacks access to the Shopify catalog inside the integration page. | Ask an admin. |
Notification settings errors
| Toast | What it means | Fix |
|---|---|---|
| Invalid email address | The email field didn't parse. | Check for typos and trailing whitespace. |
| Invalid phone number | The phone field didn't parse. | Use the international format (e.g. +14155551234). |
| Invalid email address and phone number | Both fields failed. | Fix both. |
| Unable to save | Notification settings couldn't be persisted. | Retry. If it persists, check your connection. |
General escalation checklist
When a fix above doesn't work, run through this before you file a ticket:
Refresh the page
Half of all transient errors clear on a hard refresh (Cmd+Shift+R /
Ctrl+Shift+R).
Check Accounts for Reconnect badges
Expired tokens are the single most common root cause.
Check the integration's health
Settings → Integrations — any red banner means the integration needs attention.
Capture evidence
Screenshot the error toast, open DevTools → Network, reproduce the error, and screenshot the failing request. That's the packet your account manager needs.
Send it all in one message
Include: what you were trying to do, the exact error text, the time it happened, and the account or journey involved. One message, all the facts.