Reference
Troubleshooting
Fixes for the problems people hit most, by symptom.
By symptom#
| What you see | What to do |
|---|---|
verification_failed in the SDK | The public key you pinned doesn't match your organization's signing key. Copy it again from the product's Quick start tab. After a key rotation, pin both keys until every customer has updated. |
license_not_found | The key doesn't exist in this environment. Test keys only work with test publishable keys, and live with live. |
product_mismatch | The key belongs to a different product than the product ID your app sends. |
activation_limit_reached | Every seat is in use. Release a device on the license's page, reset its devices, or raise the limit. Floating licenses free seats on their own when heartbeats stop. |
device_mismatch | The same device ID came with a different fingerprint, usually a copied ID. Reset the license's devices if the customer changed hardware. |
update_required | The app is older than the product's minimum version, or doesn't send a version. Pass your version to the SDK. |
blacklisted | The device, IP, or country matches your blacklist. |
Keys aren't emailed after a sale | Check the integration's recent events on its page. The product must be mapped, the provider must send the buyer's email, and SMTP must be configured on the server. |
Webhooks aren't arriving | Open the endpoint and check its deliveries: each attempt shows the status code your server returned. Atlas retries with backoff, and endpoints on private network addresses are refused. |
plan_limit_reached | You're at a limit of your plan. See Plans and billing. |
Still stuck? Contact us with the request ID from the error; every API error includes one.