Troubleshooting and FAQ

The most frequent problems. This page grows with the questions received by support.

My recipient receives no email

With getBackHtml set to true, your application must send the email. Set the option to false to let Secure Exchanges send it. Also check the recipient's junk folder.

Warning

In Python and PHP, getBackHtml is true by default: it is the most frequent cause.

I get status 401

Wrong credentials, or mixed environments: production credentials do not work in preview, and vice versa. See Credentials and environments.

I get status 403

Invalid or expired licence. Check it (Licence and quotas) or write to developer support: supportdev@secure-exchanges.info.

The recipient can no longer open the message

The number of allowed openings has been reached. Increase maximumOpenTime when sending.

The default value is 1: the message opens only once.

The link has expired

Adjust minutesExpiration when sending.

The default value is 10,080 minutes, that is 7 days.

Digital signature fails on Linux or in a container

Certification uses headless Chromium, which must be present in the image. See Docker and Linux.

Where is the list of error codes?

In Status codes.