> For the complete documentation index, see [llms.txt](https://crushsuite.gitbook.io/docs/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://crushsuite.gitbook.io/docs/compliance/troubleshooting/common-error-messages-reference.md).

# Common Error Messages Reference

A quick-reference guide to error messages you may encounter in CrushSuite, what they mean, and what to do.

### Error Reference Table

| Error Message                             | What It Means                                                   | What to Do                                                            |
| ----------------------------------------- | --------------------------------------------------------------- | --------------------------------------------------------------------- |
| "Invalid API credentials"                 | Your Vinoshipper API keys are incorrect or expired              | Regenerate keys in Vinoshipper and re-enter in CrushSuite             |
| "Connection timeout"                      | CrushSuite couldn't reach Vinoshipper's API                     | Wait a few minutes and retry; check Vinoshipper status                |
| "Account not found"                       | The Vinoshipper account associated with your keys doesn't exist | Verify you're using keys from the correct merchant account            |
| "Sync failed"                             | Product or order sync encountered an error                      | Check Vinoshipper connection; review product data for issues          |
| "Product not found in compliance partner" | An ordered product doesn't exist in Vinoshipper                 | Verify the product exists and is active in Vinoshipper                |
| "Customer verification failed"            | Vinoshipper couldn't verify the customer's identity             | Update customer DOB and address in Vinoshipper                        |
| "Order sync blocked"                      | Order sync has been temporarily paused                          | Check CrushSuite settings; contact support if persistent              |
| "Shipping profile not configured"         | Real-time shipping rates aren't set up                          | Complete the shipping profile setup in Getting Started                |
| "Compliance check failed"                 | A pre-checkout compliance check didn't pass                     | Review the specific check that failed (state, age, address, quantity) |
| "Temperature hold active"                 | Shipping to this state is blocked due to heat                   | Wait for the hold period to end or adjust hold settings               |

### General Advice

For any error not listed here, contact CrushSuite support at [crushsuite.com/contact](https://crushsuite.com/contact) with:

* The exact error message
* Your Shopify store URL
* Steps that led to the error
* Screenshots if available