Zapier app for the Hub: errors and fixes

Every error the app raises is written in plain words and ends with Reference: and a Hub request id (for example Reference: req_…). When you write to [email protected], include that reference, the name of the step and the time. Never send the key. Support never needs it.

Connecting

Message	Cause	Fix
The API key does not look right (… characters, …).	The text is not a key: too short, a space or line break, a character that is not plain text, or no `hbk_` at the start.	Copy the key again with the copy button and paste it into the empty field.
You chose Sandbox but pasted a live key (it starts with hbk_). Pick the Live environment, or use a sandbox key that starts with hbk_test_.	Environment and key do not match.	Change Environment or the key.
You chose Live but pasted a sandbox key (it starts with hbk_test_). Pick the Sandbox environment, or use a live key.	The same, the other way.	Change Environment or the key.
Hub did not accept this API key (invalid_credentials). It may have been copied incompletely, regenerated or deleted…	The key is wrong, was rolled, switched off or deleted. In a sandbox, it may belong to another sandbox.	Make a new key and paste it again.
This key can read health or criminal-record data. Create a key without Occupational Health and DBS and Right To Work scopes for Zapier.	The key has `*`, an Occupational Health scope or a DBS and Right To Work scope.	Make a new key with Custom access. See Keys the app refuses.
This key holds no scope the Zapier app can use. Create a key on the Hub Developer page with account:webhooks:own…	The key has none of the scopes the app uses.	Add the webhook scope and the read scopes of your portals.
The Hub API key is switched off, expired or was regenerated. Create or switch on a key on the Hub Developer page and reconnect.	A Zap that worked has stopped: the key changed.	Switch the key on or make a new one, then reconnect the account in Zapier.
The key has an IP allowlist and Zapier's address is not on it.	The key is limited to some IP addresses.	Remove the list, or add Zapier's two ranges (paid Zapier accounts only).
Your Hub account does not use this portal. Enable it in Hub; a scope will not fix it.	The portal is not switched on for your account.	Ask your Hub administrator or support to enable it.

Scopes

Message	Cause	Fix
This step needs the scope … Add it to the key on the Hub Developer page, then reconnect.	The step checked your key's scopes before calling the Hub and one is missing.	Add the scope to the key, then reconnect in Zapier. The app reads the scope list when it connects.
This trigger needs a key with access to … (for example …:*, or a read scope of that portal). Add it on the Hub Developer page, then reconnect.	The key has no scope at all in the portal the trigger listens to.	Give the key a read scope in that portal.
A trigger will not turn on and names `account:webhooks:own`	The key has no webhook scope.	Add `account:webhooks:own`, or Write for webhooks if your key picker has no own.
A trigger with Include details names a read scope	Include details looks up the record and needs a read scope.	Add the scope, or turn Include details off.

Spending, caps and confirmations

Message	Cause	Fix
The price changed above your maximum: it now needs … credits … Nothing was charged. Raise "Maximum Credits" if you accept the new price. (`quote_changed`)	The live price is higher than the Maximum Credits you set. The Hub charged nothing.	Raise the number if you accept the price, or check the quote with Find Training Access or Find Renewal first.
The price changed above your maximum: it now costs … before VAT … Nothing was stored or charged. Raise the maximum price (pounds, before VAT) …	The same, for a training verification. The cap is in pounds before VAT.	Raise the maximum price.
"Maximum Credits" is required for this step … Use 0 to allow only free requests. Nothing was sent to Hub.	The cap is empty.	Enter a number. `0` allows only free requests.
"…" must be a number from 0 to 1000000. Nothing was sent to Hub.	The cap is negative, not a number or too big.	Enter a number in range.
Tick "I understand this spends credits" to run this step. Nothing was sent to Hub.	The confirmation tick is missing.	Tick it.
Not enough credits. 5 needed, 2 available. Nothing was charged.	The balance does not cover it.	Top up in the Hub, or lower what you start.
The daily cap on credits this key may spend is reached, so nothing was charged or started.	A daily limit set on the key in the Hub.	It resets the next day. Ask an administrator to raise it. Retrying today cannot help.
The daily cap on access starts for this key is reached…	The same, for the number of starts.	The same.
Card payments are not set up for this account, so no payment link was created and nothing was started.	A candidate-pays group needs a card payment link and the account has none.	Ask support to enable card payments, or start only the groups your account pays.
This run was already sent with different inputs, so Hub refused it. (`idempotency_conflict`)	The same Idempotency-Key with other inputs. Rare.	Run it again after changing an input. If it keeps happening, send the reference to support.
Tick "I understand this cannot be undone" …	A `[Destructive]` action has no tick.	Tick it, if you mean it.
The certificate file could not be fetched (HTTP …) or The certificate file is empty or larger than 10 MB	A training verification was given a file the app could not read.	Map a file from an earlier step: an https address, not empty, at most 10 MB.

Bookings

Message	Cause	Fix
Someone else took that place; pick another session. Nothing was booked or charged.	Another booking took the place first. The hold was released.	Expected now and then. Find a free session or timeslot again.
Hub's limits on holding places stopped this (too_fast): too many holds are open, or holds were opened too quickly.	The Hub's abuse limits on holds (`too_fast`, `client_limit` or `ip_limit`). The run stopped and is not retried.	Spread the Zap's runs out, or release holds that are no longer needed. Nothing was booked or charged.
A booking Zap is retried every 30 seconds	The account already holds a place (the Hub allows one).	Wait. It ends by itself within 30 minutes. If the Zap runs often, add a delay between runs.
Hub placed the hold but did not return its hold_hash…	An unexpected answer.	Quote the reference to support. The hold ends by itself within 30 minutes.

Rate limits

Message	Cause	Fix
Hub is rate limiting this key (rate_limited). Zapier will retry shortly.	The key reached its hourly limit, or a per-minute limit. Zapier waits and tries again.	Usually nothing. If it keeps happening, raise the key's limit, give each Zap its own key, prefer instant triggers to polling, and spread loops out.
Zap runs are delayed or held	Zapier's own task or call limits, which depend on its plans and are not set by the Hub.	Check Zapier's usage page.

Triggers

Symptom	Cause	Fix
The trigger never fires	The Zap is off; the endpoint was switched off after 25 failed deliveries; or the key cannot read that portal; or no such event happened.	Turn the Zap off and on to register the endpoint again. On the Webhooks page find `Zapier: …` and check it is active. In a sandbox, raise the event from Simulate.
The test shows an example that is not my record	An instant trigger's Test trigger shows the Hub's example until a real event arrives.	Cause a real event in the sandbox, then test again.
Duplicate events	Two webhook endpoints exist for one Zap, for example after a retry.	On the Webhooks page delete the extra `Zapier: …` endpoint. The app normally reuses one endpoint per Zap.
A Details field is missing and `details_error` says `not_found` or `insufficient_scope`	Include details could not read the record.	Check the scope, or whether the record was deleted. The event still reached the Zap.
New Candidate is slow	It polls on Zapier's schedule.	See Triggers.

Other Hub errors

Message	Cause	Fix
Hub rejected the input (field: message; …).	The Hub validated an input and refused it. The text names the field.	Fix the named field.
Not found: …	The record does not exist or is not yours. A search returns no result instead.	Check the id or use a Find step.
This is gone for good: …	The Hub says the thing was removed (410).	Do not retry.
Hub had a problem (HTTP 500). Try again shortly.	An error on the Hub.	Zapier retries. If it persists, send the reference to support.
Hub answered HTTP 4xx.	Anything else.	Send the reference to support.

What to send to support

The reference from the message (Reference: …).

The step and the Zap name, and whether it was Sandbox or Live.

The time and what you expected.

A screenshot of the Zap history run with personal data covered.

Do not send the key, a candidate's personal data or an invitation link.

Next: FAQ.