Help Center
Troubleshooting
Solutions to common issues. Can't find your issue? Contact support.
SDK initialization fails
Symptoms: Error: Invalid API key, Error: Network request failed, SDK not responding
Solutions
- 1Verify your API key is correct and active in the dashboard
- 2Check your network connection and firewall settings
- 3Ensure the SDK version is up to date
- 4Confirm your subscription is active
Evidence capture not working
Symptoms: Camera permission denied, Capture returns null, File too large error
Solutions
- 1Grant camera and microphone permissions to your app
- 2Check device storage space
- 3Verify the file type is supported (JPG, PNG, MP4, PDF)
- 4Ensure the device has a secure element (required for attestation)
Verification fails
Symptoms: Evidence hash mismatch, Attestation invalid, Certificate generation fails
Solutions
- 1Evidence must be captured through the Immutis SDK (not uploaded)
- 2Check if the evidence was modified after capture
- 3Verify the device's secure element is functional
- 4Ensure the verification request is within your plan's limits
Webhook delivery issues
Symptoms: Events not received, Duplicate events, Signature verification fails
Solutions
- 1Verify your webhook endpoint is publicly accessible
- 2Check server logs for incoming requests
- 3Implement idempotency handling for duplicate events
- 4Validate the webhook signature using your secret key
Authentication errors
Symptoms: 401 Unauthorized, Token expired, Invalid company ID
Solutions
- 1Refresh your access token before it expires
- 2Verify your company ID matches the dashboard
- 3Check if you have the required permissions
- 4Confirm the API key scope includes the requested operation
Error Codes Reference
| Code | Description |
|---|---|
| AUTH_001 | Invalid or expired authentication token |
| AUTH_002 | Insufficient permissions for this operation |
| EVIDENCE_001 | Evidence not found |
| EVIDENCE_002 | Evidence capture failed - invalid permissions |
| VERIFY_001 | Evidence integrity check failed |
| VERIFY_002 | Hardware attestation invalid |
| WEBHOOK_001 | Webhook endpoint unreachable |
| RATE_001 | Rate limit exceeded |