Error messages and references
When something doesn’t work, Scrya shows one of two kinds of message. One tells you what to fix. The other means the problem is on our side and gives you a reference to quote to support.
Messages you can fix yourself
Most messages explain what’s wrong in plain words and what to do next. They cover things like:
- details that aren’t valid, such as an address in the wrong format or an API key that looks too short
- an action you don’t have permission for
- a session that has ended, so you need to sign in again
- something that’s been deleted, or changed by someone else, so you need to refresh the page
- too many attempts in a short time, so you need to wait a few minutes
- being offline, so you need to check your internet connection
- an exchange that refused your key, or is busy or unavailable
Follow the instructions in the message. These messages don’t come with a reference, because nothing has gone wrong on our side.
If you’ve followed the message and it keeps happening, contact support with a screenshot of the message and what you were doing. For verification problems, Troubleshooting covers the common ones.
“Something’s gone wrong on our side” messages
When a fault is ours, the message starts “Something’s gone wrong on our side”, asks you to try again in a few minutes, and ends with a reference like ERR-7K3F-9Q2M. Scrya records the details of the failure automatically under that reference. The message deliberately leaves out technical detail.
What to do:
- Wait a few minutes, then try again.
- If it happens again, contact support and quote the reference.
What the reference is for
The reference lets support find the exact failure you hit, so you don’t have to describe anything technical. It’s a random code and doesn’t contain any of your information.
A reference always looks like this: ERR-, then four characters, a hyphen and four more characters. It uses the digits 0 to 9 and capital letters, but never the letters I, L, O or U. So a round character is always a zero, and an upright stroke is always a one.
If you see more than one reference, send them all.
Where to find the reference
- In a pop-up notification. Select Copy reference. The notification stays on screen for 20 seconds so you have time to copy it.
- In an error panel on a page. If a customers or requests page fails to load, the panel has Try again and Copy reference buttons. The button changes to Copied once it’s worked.
- On a “Something went wrong” screen. If a page stops working, you’ll see the reference after Reference:, with Go Home and Reload Page buttons. Click the reference to select it, then copy it.
- Inside a message. Some messages include the reference in their text, for example when you connect an exchange or when a verification’s status shows why it couldn’t be completed. Select the reference and copy it.
If your browser won’t let Scrya copy to your clipboard, the reference is still shown in the message. Select it and copy it yourself, write it down, or take a screenshot.
What to send support
Email support@scrya.io with:
- the reference, exactly as shown
- what you were doing, for example connecting an exchange or sending a verification request
- roughly when it happened, including your time zone
- a screenshot of the message
Never send a password, two-factor code, API secret, passphrase, private key or seed phrase. See Contact support for the full list of what to include.