Super admin console errors

These messages appear only in the Hushdesk super admin console, used by the platform team: the security check, workspaces and users, API keys and backups.

Before you start

• Who this is for: Hushdesk platform super admins.
• What you need: the exact message you saw.

Step by step

1. Note where you saw the message, for example on Super admin pages such as Workspaces, API keys or Backups.
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

• Sensitive console actions need a fresh security check every 15 minutes. Keep your authenticator app or passkey at hand.
• Every console action is written to the platform audit log, and actions on a workspace also to that workspace’s log.

Troubleshooting

Security check

"Confirm your two-step sign-in to use the console"

Your account has no two-step sign-in or passkey confirmed for this session. Set one up, then open the console again. See Set up two-step sign-in.

"Confirm it’s you again first: open Security check and use your authenticator code or passkey (needed every 15 minutes for this)."

This action needs a security check in the last 15 minutes. Open Security check, confirm, then repeat it. See Set up two-step sign-in.

"Set up an authenticator app first, or use your passkey"

You chose the code check but have no authenticator app set up. Use your passkey, or set up an app first. See Set up two-step sign-in.

"That code isn’t right. Use the newest code from your app."

The authenticator code was wrong or old. Type the code your app shows now. See Set up two-step sign-in.

"Too many wrong codes. Try again in an hour, or use your passkey."

Code checks are paused for an hour after several wrong codes. Use your passkey instead. See Add a passkey for quick, safe sign-in.

"Add a passkey in Your account → Security first"

You chose the passkey check but have no passkey. Add one, or use your authenticator code. See Add a passkey for quick, safe sign-in.

"That passkey belongs to someone else."

The passkey your device offered is registered to another account. Pick your own passkey. See Add a passkey for quick, safe sign-in.

Workspaces, users and requests

"Workspace not found"

The workspace was removed, or the link is wrong. Go back to the workspace list.

"Say why (the owner sees this)"

Suspending a workspace needs a reason. The owner sees it.

"The website-chat workspace can’t be suspended"

The workspace that runs chat on the Hushdesk website cannot be suspended.

"You can’t turn off your own account here"

Ask another super admin to turn off your account.

"Ask another admin to remove your access"

You cannot remove your own super admin access. Ask another super admin.

"They need to confirm their email first"

Only people with a confirmed email can become super admins. Ask them to confirm it first.

"Set up website chat first"

Set up the website-chat workspace before joining it.

"Pick a status"

Choose a status for the integration request before saving.

"Request not found"

The integration request was removed. Refresh the list.

"Confirm it’s you again in the console, then export."

Exporting a workspace needs a fresh security check. Confirm, then download again. See Export all your conversations.

"A live post needs a publish date"

A blog post that is not a draft needs a publish date. Set one, or save it as a draft.

API keys

"Confirm it’s you again (authenticator code or passkey) to change keys."

Open the security check and use your authenticator code or passkey, then save again. See Connect an AI provider.

"Paste the value on one line"

Remove line breaks from the pasted key. See Connect an AI provider.

"That key can’t be set here"

This setting cannot be changed from the console. It is set on the server instead. See Connect an AI provider.

"That doesn’t look like a groq api key. …"

The key format is wrong. Copy it again from the provider's console. See Connect an AI provider.

"Set APP_ENCRYPTION_KEY on the server first: keys are stored encrypted with it"

The server's encryption key is missing. Set it in the server environment first. See Connect an AI provider.

"Unknown key"

The page sent something Hushdesk did not expect, usually because it is out of date. Refresh the page and try again. See Connect an AI provider.

Backups

"Confirm it’s you again (authenticator code or passkey) to change backups."

Changing backups needs a fresh security check. Confirm, then try again.

"Already backed up today"

Today’s scheduled backup already ran. Run one by hand if you need a fresh copy.

"Another backup is running"

Wait for the current backup to finish, then try again.

"Set APP_ENCRYPTION_KEY on the server before turning encryption on"

Encrypted backups need the server’s encryption key. Set it on the server first.

"Add the Dropbox app keys in Super admin → API keys first"

Connecting Dropbox needs its app keys. Add them under API keys first. The same applies to Google Drive.

"Add the Dropbox app keys first"

Add the Dropbox app keys under API keys, then connect Dropbox.

"Paste the whole code Dropbox showed you"

The code was cut short. Copy the full code from Dropbox and paste it again.

"Not connected"

That backup destination is not connected. Connect it on the Backups page first.

"That destination is not connected"

Connect the backup destination before restoring from it.

"Pick a backup to restore"

Choose which backup to restore from the list.

"Type RESTORE to confirm"

Restoring replaces current data. Type RESTORE in capitals to confirm.

"That password isn’t right"

Restoring asks for your own account password. Type it again.

"Too many wrong passwords. Try again in an hour."

Restores are paused for an hour after several wrong passwords.

"Confirm it’s you again on the Backups page, then download."

Downloading a backup needs a fresh security check on the Backups page.

"Not a Hushdesk backup"

The file is not a Hushdesk backup, or it is damaged. Pick another backup.

"This backup is encrypted and APP_ENCRYPTION_KEY is not set on this server"

The backup was encrypted, and this server has no key to open it. Set the same encryption key on the server first.

"Backup failed"

The backup did not finish. Check the backup log on the Backups page for the reason, then run it again.