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App and integration errors

Messages in the app directory when you connect Shopify, 17TRACK, Slack, webhooks, Zapier, Make or n8n, or send a request for a new integration.

Last updated 5 min read

On this page

These messages appear in the app directory while you connect an app, install Shopify, test a webhook or send a request for a new integration.

Before you start

  • Who this is for: owners and admins who connect apps.
  • What you need: the exact message you saw.

Step by step

  1. Note where you saw the message, for example on Settings > App directory, or in the Shopify admin.
  2. Find it in the list below; messages are grouped by task and quoted word for word.
  3. Follow the fix, or open the linked guide for the full steps.

What happens next

Most fixes take effect straight away. If the same message comes back after the fix, refresh the page once, then contact us with the message and the page you were on.

Tips

  • Most connect forms send a test first. A failed test means nothing was saved, so you can fix the value and try again.
  • Apps marked Soon cannot be connected yet; use Webhooks or Zapier in the meantime.

Troubleshooting

Connecting apps

"Only admins can manage apps"

You tried to connect or disconnect as an agent or viewer. See Find and connect apps in the app directory.

"Set APP_ENCRYPTION_KEY on the server before connecting apps"

The server has no encryption key, so it cannot store secrets safely. Ask the server owner to set it. See Find and connect apps in the app directory.

"This app cannot be connected here yet"

The app is not live, or it connects a different way (for example Shopify uses Install on Shopify). See Find and connect apps in the app directory.

"Unknown app"

You voted for an app that is not marked Soon. Refresh the page. See Request an integration or vote for an app.

"Add the api key (17token)"

A required field is empty. The message names the field. See Find and connect apps in the app directory.

"17TRACK did not accept that key"

The key is wrong or the account has no API access. Copy the key again from Settings > Security in 17TRACK. See Connect 17TRACK for live parcel status.

"That incoming webhook url does not look right"

The value does not match the expected format. Copy it again from the app. See Find and connect apps in the app directory.

"Slack did not accept a test message on that URL"

The URL is wrong, revoked or for a deleted channel. Create a new incoming webhook and paste it. See Connect Slack for ticket alerts.

"That endpoint url does not look right"

The URL must start with https://. See Connect n8n to Hushdesk.

"Add the endpoint url"

A field is empty. See Send ticket events with webhooks.

"Add the signing secret"

A field is empty. See Send ticket events with webhooks.

"Endpoint URL is too long"

Keep the URL under 500 characters. See Send ticket events with webhooks.

"Use a signing secret of at least 16 characters"

Make the secret longer. See Send ticket events with webhooks.

"Your endpoint did not answer the test event with a 2xx"

The scenario's webhook was deleted or the URL is wrong. Copy it again from Make. See Connect Make to Hushdesk.

Shopify

"Enter your store’s myshopify.com address, e.g. madam-muse.myshopify.com"

The address is not a valid Shopify store address. Check the spelling. See Connect your Shopify store.

"The Shopify app is not set up on this server yet"

This server does not have the Hushdesk Shopify app's credentials. The sheet lists what is missing. See Connect your Shopify store.

"The Shopify app is not configured on this server"

The same problem, seen on the Hushdesk page inside Shopify: "Set SHOPIFY_API_KEY, SHOPIFY_API_SECRET and SHOPIFY_APP_URL." See Troubleshoot the Shopify connection.

"This store is connected to another Hushdesk workspace. Its owner has to disconnect it first (or contact support)."

The store already belongs to another workspace. See Connect your Shopify store.

"Another workspace started connecting this store in the last 30 minutes. If that wasn’t your team, contact support."

Someone else began an install for the same store. Wait 30 minutes or contact support. More fixes: Troubleshoot the Shopify connection.

"This store is already connected to another workspace"

The store is in use by another Hushdesk workspace. Disconnect it there first, or contact support. See Connect your Shopify store.

"Could not start the install"

An unexpected error stopped the install. Try again; contact support if it repeats. See Troubleshoot the Shopify connection.

"Connect this store to your Hushdesk workspace"

The install did not start from Hushdesk. Press Sign in and connect. See Troubleshoot the Shopify connection.

"Open Hushdesk from your Shopify admin (Apps → Hushdesk)."

The app page was opened outside Shopify. Open it from your Shopify admin. See Troubleshoot the Shopify connection.

"Shopify could not confirm this session. Reload the app from your Shopify admin."

Reload the Hushdesk app from Apps in your Shopify admin. See Troubleshoot the Shopify connection.

"Shopify did not hand over access. Try installing again from Settings → Apps."

The install was interrupted. Start again from Settings > Apps. See Troubleshoot the Shopify connection.

Requesting an integration

"Viewers cannot send requests"

Ask an admin for the agent role. See Request an integration or vote for an app.

"Name the app or tool"

The name is empty. See Request an integration or vote for an app.

"Tell us a little more (at least a sentence)"

The description needs at least ten characters. See Request an integration or vote for an app.

"Enter an email we can reply to"

Check the link or email address. See Request an integration or vote for an app.

Check the link or email address. See Request an integration or vote for an app.

"Enter the app’s website, e.g. https://example.com"

The website must be a full address with https://. See Request an integration or vote for an app.

"That is a lot of requests in an hour. Try again later."

Ten requests were sent in the last hour. Wait and try again. See Request an integration or vote for an app.

Frequently asked questions

Why does my webhook test fail in Hushdesk?

Hushdesk sends a test event when you connect, and your endpoint must answer it with a 2xx status, such as 200 OK. Check the endpoint address is public and https, that it accepts POST requests with JSON, and that nothing such as a login page or firewall blocks the request.

Why can I not connect my Shopify store to this workspace?

A Shopify store can be connected to one Hushdesk workspace at a time. If another workspace already uses it, or started connecting it in the last 30 minutes, Hushdesk stops the new connection. Disconnect it in the other workspace first, or contact support if that is not your team.

Why does an app say it cannot be connected here yet?

The app is listed in the directory but its connection is not built yet, which the directory shows as Soon. You can vote for it and get notified. Many of these jobs can be done today with Webhooks, Zapier, Make or n8n, which are all available.

What makes a good webhook signing secret?

Use a long random string of at least 16 characters, for example from a password manager. Hushdesk signs every webhook with it, and your endpoint checks the X-Hushdesk-Signature header against it to make sure each request really came from Hushdesk. Keep it out of public code.

Why does Hushdesk say that is a lot of requests in an hour?

You can send several integration requests, but Hushdesk slows down a burst of them within one hour and asks you to try again later. One request per app is enough: describe what you need it for, and we email you at the address you gave when there is news.

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