Error Messages

Donaraz tries to say what went wrong and how to fix it. Here’s what the most common messages mean.

For your team (dashboard)

Message	Meaning	Fix
Unauthenticated / session expired	You’re no longer logged in.	Log in again.
You don’t have permission	Your role doesn’t allow this action.	Ask an Admin for a different role — see User Roles.
Requires a paid plan	The feature needs a paid subscription.	Upgrade under Company → Subscription.
Plan limit	You’ve reached the number of live promotions, users or countries in your plan.	End a promotion, remove a user, or upgrade.
Missing API key / credential	A carrier isn’t (fully) connected.	Check Settings → API Keys.
Country not served by this carrier	The carrier doesn’t deliver to the claimant’s country.	Retry with another carrier.
Customs details incomplete	A gift shipping outside the EU lacks customs data.	Complete the Customs details card; the error names the product and fields.
VAT / EORI number missing	Required for the customs declaration.	Add it under Company Info or Shipping Address → Customs identifiers.
Failed to read CSV	The upload isn’t a valid CSV file.	Export again as CSV UTF-8 — see CSV Uploads.
Something went wrong	An unexpected error.	Try again. If it persists, email support with the time and what you were doing.

For claimants (claim page)

What they see	Meaning
We could not submit your claim	One or more fields need attention; the fields are highlighted.
The promotion has ended	The claim period is over.
Invalid IBAN	The IBAN checksum is wrong — usually a typo.
Please complete the human check	The bot protection hasn’t finished; wait a moment or reload.
Too many attempts	Several submissions in a short time. Wait a few minutes and try again.

If a claimant is stuck on a message that doesn’t make sense, add the claim yourself from the promotion’s Submit claim page and let us know which message they saw.

Related

• Common Issues