Troubleshooting
What the common failures mean, and which of them cost you anything.
Troubleshooting
The short version of the billing rule, because it answers most of the worry: a run that fails is not charged. You can retry without risking a double charge.
"Missing permissions" or a report the assistant will not run
The connector was approved without that report's scope.
Reconnect from install and enable it, or change it under your account connections. For a backend agent, add the scope to the agent.
Nothing was charged.
The balance is too low
The message names the price and your balance. Top up, or ask the assistant to (add_credits), then run it again.
If this keeps happening on an unattended service, the fix is auto top-up rather than bigger manual top-ups.
A VIN could not be valued
Almost always a missing or unusable odometer reading. Most valuations cannot run without one: mileage is the single largest adjustment, and guessing it from model year produces a confidently wrong number.
Supply the mileage and it will run. In a batch, un-valued VINs are listed separately with their reason and are not billed.
A VIN will not decode
The decode set is US-market vehicles. UK and other international VINs do not decode, which rules out window stickers, options matching and specification lookups for them.
A listing page could not be read
Some sites block automated readers. You are not charged, and you can enter the details by hand instead.
"That page shows several vehicles"
The page you pointed at was a search or inventory page, not a single vehicle, or it carried several VINs and none of them could be identified as the subject.
Nothing on such a page can be attributed to one car: not the odometer, not the price, not the photos. So the read stops, charges nothing, and leaves the fields for you.
Paste the link to the individual vehicle's page instead.
Photos of the wrong car
Dealer galleries put "similar vehicles" in the same image tags as the subject's own photos. Where the image URL contains a VIN we drop the ones belonging to another vehicle automatically, but not every site puts the VIN in the path.
That is why every photo is shown before it is saved, each one removable. What you keep is what reaches the report.
A number looks wrong
Before treating it as a bug, check it against what the numbers mean. The most common cause is a predicted listing price being read as a sale price. They are different figures and the gap between them is expected.
If it still looks wrong, the worksheet reports let you see and change the comparables the figure was built from. That is usually faster than asking us, and it leaves you with a file you can defend.
A backend call fails
| Response | Meaning |
|---|---|
invalid_client |
Unknown client id, wrong secret, or the agent was revoked |
401 with WWW-Authenticate |
Token missing or expired. They last 15 minutes |
| A message about connector access | The agent lacks that scope |
| A message naming your balance | Not enough balance |
One to watch for: a cap doing its job looks identical to a broken integration. If an agent stops working, check its daily and monthly caps before you check your code.
Reporting something
Use create_support_ticket from the assistant, or the support link in your account. Include the report and the VIN or market if you have them, since that is what lets us find the run.