Inbox, customer and order errors

These messages appear while you work tickets: replying, closing, assigning, merging, saving views, editing customers and acting on Shopify orders.

Before you start

• Who this is for: everyone who works tickets.
• What you need: the exact message you saw.

Step by step

1. Note where you saw the message, for example in a ticket, the customer sidebar or the order card.
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

• When two people work the same ticket, refresh before you retry: the other person may have just changed it.
• Order actions show their result on the ticket, so you can check what went through.

Troubleshooting

Tickets and replies

"This workspace has used all … conversations in the … plan this month."

The monthly conversation limit is reached and this reply would start a new conversation. Your text is kept. Internal notes and replies to conversations already answered this month still work. See What happens at your plan limits.

"Files can be up to 25 MB"

An attachment is over the limit. Pick a smaller file or share a link. See Email attachments and photos.

"Conversation not found"

The ticket was deleted, merged into another ticket or belongs to another workspace. Go back to the inbox and refresh. See Merge and unmerge tickets.

"Ticket not found"

The ticket no longer exists or is in another workspace. Refresh the inbox. See Find your way around the inbox.

"Fill in the required fields before closing."

A required field is empty. Fill it in the dialog or in Ticket details in the sidebar. See Close, reopen and set a ticket's outcome.

"Not one of the choices"

A dropdown field got a value that is not one of its choices. Choose from the list. See Close, reopen and set a ticket's outcome.

"That value is too long"

A ticket field value is over 500 characters. See Use the customer and ticket details sidebar.

"Unknown field"

The ticket field was deleted while you were editing. Refresh the ticket. See Create and manage ticket fields.

"Invalid fields"

A field value was not accepted. Pick one of the listed choices. See Close, reopen and set a ticket's outcome.

"Invalid status"

The status change did not reach the server correctly. Refresh and try again. See Close, reopen and set a ticket's outcome.

"Invalid priority"

Pick one of the four levels. See Assign a ticket and set its team and priority.

"Invalid snooze"

The snooze time must be between one hour and 30 days. Pick one of the options. See Snooze a ticket until later.

"Invalid tags"

A tag was too long (over 100 characters) or there were more than 50. Shorten or remove some. See Tag a ticket.

"Invalid merge"

The merge could not be undone, perhaps because it was already unmerged. Refresh the ticket. See Merge and unmerge tickets.

"Pick another ticket"

You tried to merge a ticket into itself. Pick a different ticket. See Merge and unmerge tickets.

"The subject cannot be empty"

A subject needs at least one character. See See ticket history, rename, print or mark unread.

"Invalid message"

The message was empty or too long. Replies can be up to 20,000 characters. See Reply to a customer or add an internal note.

"Invalid conversation"

The page sent something Hushdesk did not expect, usually because it is out of date. Refresh the page and try again. See Find your way around the inbox.

"Not emailed: …"

The reply was saved but not emailed. The reason follows. See Check if a reply was emailed.

Assigning tickets

"Unknown member"

That person is no longer in the workspace. Refresh and pick someone else. See Assign a ticket and set its team and priority.

"Unknown team"

The team or queue was removed. Refresh the page. See Assign a ticket and set its team and priority.

"Unknown queue"

The team or queue was removed. Refresh the page. See Assign a ticket and set its team and priority.

Views and new tickets

"Give the view a name"

The name is empty. See Use views to organise tickets.

"Give the section a name"

The section name is empty. See Use views to organise tickets.

"Section name is required"

The section name is empty. Type a name. See Use views to organise tickets.

"Invalid views"

The page sent something Hushdesk did not expect, usually because it is out of date. Refresh the page and try again. See Use views to organise tickets.

"Confirm your email address first (Your account), then start new tickets."

Confirm your own email address first. See Confirm your email address.

"Could not create the ticket"

Something stopped the ticket. Check the details and try again. See Create a ticket for a customer.

Customers

"A customer with this email already exists"

Open the existing customer instead. See Add a customer before they write in.

"Add at least a name, an email or a phone number"

Fill in at least one of them. See Add a customer before they write in.

"Could not add the customer"

Something stopped the save. Try again. See Add a customer before they write in.

"Customer not found"

The customer was deleted. Search again in Customers. See Read a customer's profile and history.

"Only admins can delete customers"

Ask an owner or admin. See Delete customers safely.

"Invalid customer details"

A value is too long: notes can be up to 5,000 characters and phone numbers up to 40. See Edit customer details, notes and fields.

"Viewers cannot edit customers"

Ask an admin for the agent role. See Edit customer details, notes and fields.

"Pick one of the choices"

A dropdown customer field only accepts its listed choices. See Edit customer details, notes and fields.

"That field no longer exists"

An admin deleted the field. Refresh the page. See Edit customer details, notes and fields.

Orders

"Viewers cannot change orders"

Viewers can read the card but not change it. See Read the Shopify order card in a ticket.

"That order is not on this customer"

The order belongs to someone else, perhaps after a ticket merge. Open the right customer's ticket. See Read the Shopify order card in a ticket.

"Order not found"

The order is no longer on this customer in Hushdesk. Refresh the ticket; if it keeps happening, the store may need to sync again. See Read the Shopify order card in a ticket.

"Pick at least one item"

A replacement needs at least one item with a quantity above zero. See Refund, cancel or edit a Shopify order.

"Check the cancellation"

The cancellation details did not reach the server. Try again. See Refund, cancel or edit a Shopify order.

"Tags are up to 40 characters"

An order tag is too long. Shorten it. See Read the Shopify order card in a ticket.

"At most £… can still be refunded"

The amount is more than what is left on the order. Lower it. See Refund, cancel or edit a Shopify order.

"Refund is more than what is left on the order"

The same check, made on the order itself. See Refund, cancel or edit a Shopify order.

"This order has shipped and can no longer be cancelled"

Refund it instead. See Refund, cancel or edit a Shopify order.

"This order has shipped: the address can no longer change"

Contact the carrier or wait for the parcel. See Refund, cancel or edit a Shopify order.

"This store is not connected any more. Reconnect it in Settings → Apps."

The order's store was disconnected or uninstalled. Reconnect it, then try again. See Refund, cancel or edit a Shopify order.

"Hushdesk is not allowed to refund orders in this store. Reconnect it in Settings → Apps to grant access."

The store did not grant the access this action needs. Install on Shopify again and approve it. See Refund, cancel or edit a Shopify order.

"Shopify refused the change"

Shopify did not accept the action. Open the order in Shopify to see why. See Refund, cancel or edit a Shopify order.

"Add the name"

A required address field is empty. See Refund, cancel or edit a Shopify order.

"Add the street"

A required address field is empty. See Refund, cancel or edit a Shopify order.

"Add the city"

A required address field is empty. See Refund, cancel or edit a Shopify order.

"Add the postcode"

A required address field is empty. See Refund, cancel or edit a Shopify order.

"Add the country"

A required address field is empty. See Refund, cancel or edit a Shopify order.

"Could not copy"

Your browser blocked copying to the clipboard. Select the text and copy it by hand. See Read the Shopify order card in a ticket.