Error Reference

This guide covers the most common error codes and messages you may encounter in SeroBook. Each entry explains what the error means, why it happens, and how to resolve it.

How to use this guide

Search for the error code (e.g., 401, 422) or the error message text you're seeing. Each section provides the cause and a step-by-step fix. If your error isn't listed, contact support with the full error message and a screenshot if possible.

Authentication Errors (401 & 403)

Authentication errors occur when SeroBook cannot verify your identity or when you lack the required permissions to perform an action.

401

Unauthorized – Authentication Required

Your session has expired or you are not logged in. This typically occurs after periods of inactivity.

How to fix:

  1. Refresh the page and sign in again with your credentials
  2. If the issue persists, clear your browser cookies for SeroBook and try again
  3. Check that your account has not been deactivated by going to the login page and attempting a password reset
401

Invalid API Key

The API key provided in an integration request is invalid, expired, or revoked.

How to fix:

  1. Go to Settings → API Keys and verify your active keys
  2. Generate a new API key if the current one has been revoked
  3. Update the key in your integration or external application
  4. Ensure you are using the correct key type (live vs. test)
403

Forbidden – Insufficient Permissions

You are logged in but do not have permission to perform this action. This is typically a role-based restriction.

How to fix:

  1. Contact the workspace owner or administrator to request the necessary permissions
  2. Check your role under Settings → Team → Members
  3. If you are the owner and still receiving this error, try logging out and back in to refresh your session permissions
Security note

If you see repeated 401 or 403 errors that you did not trigger, someone may be attempting to access your account. Change your password immediately and enable two-factor authentication under Settings → Security.

Not Found Errors (404)

A 404 error means the requested resource does not exist. This can happen when navigating to bookings, customers, or pages that have been removed or never existed.

404

Booking Not Found

The booking you're trying to view no longer exists. It may have been deleted or the URL may be incorrect.

How to fix:

  1. Double-check the booking reference number or URL
  2. Search for the booking by customer name or date in the Bookings section
  3. The booking may have been archived. Toggle Show Archived to check
  4. If the booking was deleted, it cannot be recovered from the dashboard. Contact support for backup recovery
404

Page Not Found

The URL you navigated to does not match any page in SeroBook. This can happen with outdated bookmarks or mistyped URLs.

How to fix:

  1. Check the URL for typos
  2. If you followed a link from an old email or bookmark, the page may have been moved. Navigate from the dashboard sidebar instead
  3. If this is your public booking page, verify it is published under Site Builder
404

Customer Not Found

The customer record cannot be located. It may have been deleted or merged with another record.

How to fix:

  1. Search for the customer by name, email, or phone in the Customers section
  2. Check if the record was merged. Merged customers appear under the surviving record
  3. If the customer was deleted, they will need to be re-created manually or re-imported via CSV

Validation Errors (422)

Validation errors occur when the data you submitted doesn't meet the required format or constraints. SeroBook will indicate which field needs correction.

422

Invalid Email Address

The email address entered is not in a valid format (e.g., missing @ symbol, invalid domain).

How to fix:

  • Check for typos in the email address (e.g., "gmial.com" instead of "gmail.com")
  • Ensure the email follows the format: name@domain.com
  • Remove any leading or trailing spaces
422

Required Field Missing

A required field was left blank. The form will highlight which fields are missing.

How to fix:

  • Look for fields highlighted in red or marked with an asterisk (*)
  • Fill in all required fields before submitting
  • Common required fields: customer name, email, service, date, and time
422

Date/Time Conflict

The selected date or time is invalid. This can happen when booking outside business hours, selecting a past date, or choosing an already-occupied slot.

How to fix:

  • Select a future date and a time within your configured business hours
  • Check if the time slot is already booked by another customer
  • Ensure your business hours are set correctly under Settings → Business Hours
422

Invalid Phone Number

The phone number format is not recognized. SeroBook supports international phone formats.

How to fix:

  • Include the country code (e.g., +1 for US, +44 for UK)
  • Remove special characters like parentheses, dashes, or dots – just use numbers and the + prefix
  • Ensure the number has the correct length for the selected country

Server Errors (500)

A 500 error indicates an unexpected problem on SeroBook's servers. These are usually temporary and resolve on their own.

500

Internal Server Error

Something went wrong on our end. This is not caused by anything you did.

How to fix:

  1. Wait 30 seconds and refresh the page
  2. If the error persists after a few minutes, check the SeroBook Status Page for known incidents
  3. Try again later. Most 500 errors are resolved within minutes
  4. If the error continues for more than 15 minutes, contact support with the error details and the action you were trying to perform
500

Service Unavailable / Timeout

The server is temporarily overloaded or undergoing maintenance. Your request timed out before it could be processed.

How to fix:

  1. Wait a few minutes and try your request again
  2. Avoid submitting the same request multiple times in rapid succession, as this can create duplicate entries
  3. If you were saving data, check whether the action completed before retrying to avoid duplicates
  4. Check the status page for any scheduled maintenance windows
Avoid duplicate submissions

After a 500 error during a booking or payment action, always check whether the operation completed before retrying. Look in your Bookings or Payments list to confirm. Submitting again may create a duplicate.

Rate Limit Errors (429)

Rate limiting protects SeroBook from abuse and ensures fair usage. A 429 error means you've sent too many requests in a short period.

429

Too Many Requests

You've exceeded the allowed number of requests. This commonly occurs when using the API, bulk importing data, or rapidly refreshing pages.

How to fix:

  1. Wait for the time indicated in the error message (usually 1-5 minutes) before retrying
  2. If using the API, implement exponential backoff in your integration code
  3. Reduce the frequency of automated requests or batch operations
  4. For bulk imports, use SeroBook's CSV import feature instead of individual API calls
API rate limits

SeroBook's API allows up to 100 requests per minute for standard plans and 300 requests per minute for premium plans. If you consistently hit limits, consider upgrading your plan or optimizing your API usage patterns.

Payment Processing Errors

Payment errors can occur during booking checkout when a customer's payment fails. These are often related to the customer's bank or card rather than SeroBook itself.

PAY_001

Card Declined

The customer's card was declined by their bank. This is the most common payment error.

How to fix:

  • Ask the customer to try a different payment method
  • Suggest the customer contact their bank to authorize the transaction
  • Verify the payment amount is correct
PAY_002

Expired Card

The card's expiration date has passed.

How to fix:

  • Ask the customer to use a card with a valid expiration date
  • Suggest they update their card on file if they have a saved payment method
PAY_003

Insufficient Funds

The customer's account does not have enough funds to cover the charge.

How to fix:

  • Ask the customer to use a different card or add funds to their account
  • If you offer split payments, suggest paying a deposit now and the remainder later
PAY_004

3D Secure Authentication Failed

The customer did not complete the 3D Secure (SCA) authentication step required by their bank.

How to fix:

  • Ask the customer to retry the payment and complete the bank's authentication popup
  • Ensure popup blockers are disabled for the SeroBook booking page
  • If authentication continues to fail, the customer should contact their bank
PAY_005

Stripe Connection Error

SeroBook could not connect to your Stripe account. Your Stripe integration may be disconnected or misconfigured.

How to fix:

  1. Go to Settings → Payments and check your Stripe connection status
  2. If disconnected, click Reconnect Stripe and authorize access
  3. Verify your Stripe account is in good standing at dashboard.stripe.com
  4. Ensure you are not using test-mode API keys in a live environment

Integration Errors

Integration errors occur when SeroBook cannot communicate with a connected third-party service such as Google Calendar, Zapier, or your email provider.

INT_001

Calendar Sync Failed

SeroBook was unable to sync bookings with your connected calendar. The connection may have expired.

How to fix:

  1. Go to Settings → Integrations → Calendar
  2. If the status shows an error, click Reconnect and re-authorize the calendar
  3. Ensure you have not revoked SeroBook's permissions in your Google or Microsoft account settings
  4. Click Sync Now to force a manual sync after reconnecting
INT_002

Zapier Webhook Failed

A Zapier automation did not receive or process data from SeroBook. The webhook endpoint may be unreachable.

How to fix:

  1. Log in to your Zapier account and check the Zap's task history for errors
  2. Verify the Zap is turned on and the trigger is set to SeroBook
  3. Re-test the webhook connection by creating a test booking
  4. If the webhook URL changed, update it in Settings → Integrations → Zapier
INT_003

Email Provider Connection Lost

SeroBook lost its connection to your configured email sending provider (e.g., SendGrid, Mailgun, custom SMTP).

How to fix:

  1. Go to Settings → Email Provider and check the connection status
  2. Re-enter your API key or SMTP credentials if they have been rotated
  3. Send a test email to verify the connection is restored
  4. Check your email provider's dashboard for any account suspension or limit issues
Reconnect pattern

Most integration errors are resolved by disconnecting and reconnecting the service. Go to Settings → Integrations, disconnect the problematic service, wait 10 seconds, then reconnect and re-authorize.

File Upload Errors

File upload errors occur when uploading images, CSVs, or documents to SeroBook. These are usually caused by file size, format, or permission issues.

FILE_001

File Too Large

The file exceeds the maximum allowed size.

Size limits:

  • Images: 5 MB maximum
  • CSV files: 10 MB maximum
  • Documents: 10 MB maximum

How to fix:

  • Compress images using tools like TinyPNG or Squoosh before uploading
  • For large CSVs, split the file into smaller batches
  • Reduce image resolution to the recommended dimensions listed in the Performance Tips
FILE_002

Unsupported File Format

The uploaded file type is not supported by SeroBook.

Supported formats:

  • Images: JPEG, PNG, WebP, SVG, GIF
  • Data: CSV (UTF-8 encoded)
  • Documents: PDF

How to fix:

  • Convert your file to a supported format before uploading
  • For spreadsheets, export as CSV from Excel or Google Sheets
  • For images, convert HEIC (iPhone) to JPEG using your device's export options
FILE_003

CSV Parse Error

The CSV file could not be read. This is usually caused by incorrect encoding, malformed rows, or unexpected delimiters.

How to fix:

  1. Open the CSV in a text editor and verify it uses UTF-8 encoding and comma delimiters
  2. Check that each row has the same number of columns as the header row
  3. Remove any special characters or emoji from field values
  4. Re-export from your spreadsheet application using "CSV UTF-8" format
  5. Download and use the SeroBook CSV template from the import screen for the correct format
CSV encoding

If you see garbled characters after importing a CSV, the file likely uses a non-UTF-8 encoding (e.g., Windows-1252). Open the file in Google Sheets, then re-download it as CSV to automatically convert to UTF-8.

Getting Additional Help

When contacting support about an error, providing the following information helps us resolve your issue faster:

  • Error code or message – The exact code (e.g., 422, PAY_003) and the full text of the error message
  • Screenshot – A screenshot of the error as it appears on your screen
  • Steps to reproduce – What you were doing when the error occurred
  • Browser and device – Which browser (and version) and operating system you are using
  • Timestamp – The approximate date and time the error occurred

Next Steps

For more troubleshooting resources, explore these related guides:

Report a new error

If you encounter an error not listed in this reference, please let us know. Your report helps us improve SeroBook and this documentation for everyone.