Troubleshooting

Symptom	Likely cause	Action
401 Unauthorized	Missing, malformed, revoked, or wrong key	Check the server-side secret and use GET /context.
429 Rate limit exceeded	More than 120 requests per key in a minute	Wait for Retry-After: 60, then retry with jitter.
404 Survey not found	Wrong survey ID or another organization owns it	Persist the provisioned ID and check the key organization.
Session is not captured	Embed, tracking key, CSP, browser event request, or response UUID issue	Follow browser verification.
Score is null	No completed scoring run yet	Start and poll a manual run.
Scoring run failed	Model or source data processing issue	Inspect error and failures; retry only after correcting the cause.
Deletion is pending or failed	Asynchronous cleanup has not completed	Poll the record and repeat the deletion request if necessary.

When opening a support request, include the operation type, HTTP status, request time, survey ID, and non-secret key prefix. Never include the full integration key or participant data.