Troubleshooting
Use this page to diagnose the most common integration failures before escalating to support.
Username and/or Password Incorrect
Symptom: Managed API requests fail with an authentication error.
Likely cause: The Cognito username or password is invalid, expired, or out of sync with the expected environment.
How to fix: Confirm the service account credentials, verify the environment, and rotate credentials if needed.
Wrong base URL
Symptom: Requests fail unexpectedly or the auth model seems wrong.
Likely cause: A Direct API flow is pointed at the Managed API host, or a Managed API flow is pointed at the Direct API host.
How to fix: Use https://api.crittoraapis.com for Direct API and https://managed.crittoraapis.com/v1 for Managed API.
Expired bearer token
Symptom: Direct API requests start failing after initial success.
Likely cause: The token used in Authorization headers is no longer valid.
How to fix: Refresh or reissue the token on the server side and retry the request with a current bearer token.
Invalid API key, access key, or secret key
Symptom: Requests are rejected even though the username and password are correct.
Likely cause: Partner credentials are missing, incorrect, or rotated without updating the application.
How to fix: Confirm stored partner credentials and update your secret store with the current values.
Check these first
- Are you on Direct API or Managed API?
- Are you using the correct base URL?
- Are the credentials current for that environment?