Social Network Errors

Evercom maps Instagram, VKontakte and other provider responses to stable Evercom error codes. Use the Evercom code first. Provider details only explain which setting to check inside a specific social network.

Permission Required

The connected account does not have enough permissions to perform the action. For outbound messages this usually means the account token cannot call the provider messaging API.

Technical code: provider_permission_required

What to do first:

1. Open Settings -> Channels.
2. Find the account marked with an error.
3. Check that the connected user is an admin or editor of the social account.
4. Reconnect the account after changing provider-side permissions.
5. Retry the failed message from the conversation.

Instagram checks:

• The Meta app has Instagram messaging permissions approved.
• The connected Facebook Page is linked to the Instagram account.
• The user who reconnects has access to that Page.
• The account has permission to manage Instagram messages.

VKontakte checks:

• The token belongs to the community that is connected in Evercom.
• Community messages are enabled in VK.
• The user/token has rights to send community messages.
• The VK API token includes the permissions required for messages.send.

Authorization Failed

The token is invalid, expired, revoked, or no longer belongs to the connected social account.

Technical code: provider_auth_failed

What to do:

1. Open Settings -> Channels.
2. Find the account marked with an error.
3. Reconnect the account or replace the provider token.
4. Retry the failed message.

Rate Limited

The provider temporarily rejected the request because of rate limits or flood control.

Technical code: provider_rate_limited

What to do:

1. Wait a few minutes.
2. Retry the failed message.
3. If this repeats, reduce automation volume or review provider limits.

Reply Window Closed

The provider rejected the message because the allowed reply window has closed.

Technical code: provider_message_window_closed

What to do:

1. Wait until the customer sends a new message.
2. Reply from Evercom after the new inbound message appears.
3. If the message is urgent, contact the customer through another available channel.

Recipient Blocked Messages

The provider rejected the message because this recipient blocked the connected bot, community, or social account. This is a recipient-level delivery failure, not a broken channel token.

Technical code: provider_recipient_blocked

What to do:

1. Do not reconnect the whole channel unless Settings -> Channels shows a separate authorization error.
2. Ask the customer to unblock the bot/account or send a new inbound message.
3. Retry the failed message only after the customer allows messages again.

Recipient Unavailable

The provider cannot deliver the message to this recipient. The user may have blocked the account, changed privacy settings, deleted the conversation, or become unavailable.

Technical code: provider_recipient_unavailable

Messages Disabled

The customer or connected account disabled direct/community messages.

Technical code: provider_direct_disabled

What to check:

• Instagram: Direct messages must be enabled for the connected account.
• VKontakte: the user must allow messages from the community.

Temporarily Blocked

The provider temporarily blocked the action for the account or app.

Technical code: provider_temporarily_blocked

Wait before retrying and review recent sending volume, message content, and account health in the provider tools.

Temporarily Unavailable

The provider API or network path was temporarily unavailable.

Technical code: provider_unavailable

Wait a few minutes and retry. If this repeats across many conversations, check provider status and Evercom infrastructure/network health.

Unknown Provider Error

Evercom received a provider error that is not mapped yet.

Technical code: provider_unknown

Retry once. If it keeps happening, send the technical code and provider message to support.