Errors, Warnings and Limits

When a seller reports that the portal "gave an error", what they saw is one sentence on their phone, written for them. Behind that sentence there is always a code that AltScore returned, and the code says much more than the sentence does. It tells you whether the seller typed something wrong, whether the organization's setup is missing a piece, or whether a service was briefly unavailable. This page works backwards from the message to its cause, so whoever takes the report can tell which of the three it is and who has to act.

The tables quote the portal's English messages exactly as the seller sees them. Many messages come from a fixed limit, such as a maximum number of installments, a session length or a code that expires. The last section collects all of those numbers in one table, with a link to the page that explains each one.

How to Read This Page

Every message falls into one of three groups, and the group decides who fixes it.

The seller never sees a code. The portal turns each code into its own message, and it never shows a raw code on a seller's phone. The technical text that comes with a code reaches the screen in only one case, described in Connection and Unexpected Errors. The codes in the tables are what AltScore returns and what support works from when tracing a report. To find the right row from what the seller describes, search the page for the message.

Configuration messages never end the seller's session. A feature that is switched off or a setting that is missing is reported as an error on that one action. The seller stays signed in and can keep using everything else.

Sign-in and Session

A session that ends is not shown as an error under a form. It replaces the whole screen with a page that has an icon, a title and a short explanation. While the portal is still checking the access, the seller sees Checking your access....

How the seller gets back in depends on the organization's sign-in method, which the operator chooses in the Hub (see Access and Sessions). With access links, the screen tells the seller to open their link again and offers no button, because there is no form to return to. With one-time codes, the seller goes straight to the code sign-in form for an expired or replaced session, a session past its maximum, revoked or expired access, or a missing session, without seeing a failure screen at all. When the portal cannot tell which method the organization uses, the screen offers Log in again.

The bodies of these screens say what to do in the seller's words. For example, This session was closed reads "Your access was opened on another device and this session was closed. Log in again to continue on this one.", or, for an organization that uses links, "Your access was opened on another device and this session was closed. Reopen your link on the device you are going to use."

Two more screens are not about the session itself. No connection appears when the phone has no signal, and it takes the place of any of the screens above while the phone is offline. Something went wrong covers anything the portal cannot classify. Both offer a Try again button.

Code Sign-in Messages

When the organization signs in with one-time codes, the code screen shows its errors inline, under the field, instead of replacing the screen.

Before anything is sent, the portal checks the shape of what the seller typed. A phone has to be 6 to 15 digits, with an optional leading +, or the seller reads "Check the number: digits only, with the country prefix if needed." An email has to look like an address, or the seller reads "Check the email: it does not look like a valid address."

When no code arrives, the screen gives no error, on purpose: it always moves to the code step and never confirms whether the phone or email belongs to a seller. The usual causes are a phone typed without the country code it was registered with, a contact that is not the one on the seller's record, or a phone or email that two sellers share, in which case neither receives a code. The Hub flags the last one in the sellers panel under Sales routes.

Customers and Search

The Customers section has few errors, and most of them are temporary.

AltScore refuses a search in two cases: when it is longer than 64 characters (SEARCH_TOO_LONG), and when the initial filter is not a single letter or # (STARTS_WITH_INVALID). A search that is empty after trimming spaces is not refused: it is treated as no search and returns the full list. The portal already prevents both refusals before sending, because its search box stops at 64 characters and the initials come from its own A-Z filter. They only appear when someone calls AltScore directly. How the search itself works is covered in Customer Book.

Simulating and Saving

Most simulation problems never reach AltScore, because the portal catches them first. Fields that are empty or out of range are marked under the field, and the save button stays disabled while the payment plan has a blocking problem (see Operation Data and Payment Plan). The messages below come back from AltScore when the seller saves or edits a simulation, and they appear as a red banner in the simulation step. When a discard or a reactivation is refused because the simulation's status no longer allows it (OWN_FINANCING_INVALID_STATUS), the simulation's page reloads it so it shows its current status.

A few refusals have no message of their own and show the generic line, "We could not complete the operation. Please try again." The most common is OWN_FINANCING_SIMULATION_NOT_FOUND, for a simulation that does not exist or belongs to another seller: AltScore answers both the same way, so a seller who opens a colleague's simulation link sees only the generic line. The other is PORTAL_CUSTOMER_NOT_FOUND, for a customer the seller can no longer reach when saving.

Codes the Portal Knows but Rarely Shows

The portal has a message ready for each of the codes below, but in normal use a seller does not get them while simulating. Most of them come from approval, which only happens in the Hub (see Own Financing in the Hub). If a seller reports one, treat it as unusual and send it to AltScore along with the simulation ID.

The Document

The portal does not ask AltScore for a PDF. Print or save as PDF reads the saved simulation and the document texts (product name, terms, footer and logo), draws the sheet in the browser and opens the print dialog, where saving as PDF is one of the options. While that happens the button reads Preparing the document…. If either read fails, the seller sees "We could not prepare the document." under the button and can try again. If it keeps failing on the same simulation, report it with the simulation ID.

Warnings Are Not Errors

After a save, the summary may show an amber box titled Your company applied its own terms. Everything in it is a warning, and the simulation was saved anyway: a plan longer than the maximum term, or an operation number that matches no deal, several deals or another customer's deal. Each case is explained in Operation Data and Payment Plan.

Simulation actions have their own messages, from "That action is already running for this deal. Wait for it to finish." to the reasons an action button is disabled. They are covered in Simulation Actions.

Organization Configuration

These messages point at the organization's setup, not at the seller. The seller can only pass them on, and none of them ends the session.

Several screens do not need a code to explain themselves, because they already name what is missing. When no prequalification can run, the step shows Pre-qualification is not available yet and says whether nothing is published, nothing is configured, or the configured evaluation is no longer published (see Prequalification). The onboarding card does the same for a missing bot or channel (see Customer Onboarding). When the product list in the Customer and operation step is empty, it shows No own-financing products are enabled. and the button to continue stays disabled. The same line appears when the list could not be loaded at all, for example because the credit products could not be read, the organization has no credit partner, or own financing is off, so it does not always mean the catalog is empty. If the operator confirms a custom-amortization product is enabled, ask the seller to reload; if it persists, report it to AltScore.

If the operator publishes a new version of the prequalification evaluation while a seller is working, the portal finds the new version and retries once on its own. If that also fails, the seller reads "The prequalification changed while you were working. Reload the page to use the new version." A reload fixes it, unless the evaluation was unpublished, in which case the operator has to publish it again or choose another.

Onboarding

Sending the onboarding to the customer can fail because of what the seller typed or because of how the organization's channels are set up. The bot and the channel are both chosen in the Hub, so the seller can fix only the contact field.

Before sending, the portal checks the contact. An email that does not look valid gives "Enter a valid customer email.", and a phone without 8 to 15 digits gives "Enter a valid phone number, with country code." These are the codes AltScore can return once the request is sent:

When WhatsApp or email is not connected, the card also stops offering the send, so the seller does not keep trying.

Connection and Unexpected Errors

These messages can appear on any screen. The portal waits up to 15 seconds for each request to AltScore before giving up.

There is one exception to the generic line, and it applies only on the simulation step (previewing or saving the plan) and when sending the onboarding. There, when AltScore rejects a request because of something the seller typed and the code is one the portal has no message for, the screen shows AltScore's own validation message instead, because a concrete explanation beats "try again". Everywhere else the generic line is shown. That message is written in English, so a seller using the portal in Spanish may see an English sentence. Only this case shows AltScore's text. Problems further inside AltScore never reach the seller's screen.

Losing the connection is different from a failed request. When the phone goes offline, a bar at the top reads "You are offline. This is the data that was already loaded.", and the seller can keep reading what is on screen until the connection returns.

Limits at a Glance

The numbers below come from the other pages of this section and are repeated here so they can be found in one place.

With own financing, a seller can preview a plan, list the products, list and open their simulations, create and edit them, set the operation number, discard, reactivate, get the document, send the onboarding and list the bots. All of it needs both the portal's operation capability (Build an operation in the Hub) and the organization's own-financing feature, and anything done on a saved simulation also requires it to be the seller's own. There are no exceptions: with the capability or the feature off, the seller cannot open, list, print or discard their simulations either. Nothing is deleted, and they come back once the capability and the feature are on again.

Simulations created through the API can carry a free data object of up to 32 KB. AltScore stores it and returns it exactly as sent, and an edit replaces it whole. The portal never sends it, so editing such a simulation from the portal erases its free data. A value that is not a data object is refused with OWN_FINANCING_METADATA_INVALID, and one over the size limit with OWN_FINANCING_METADATA_TOO_LARGE.

Things to Know

The message is the only thing the seller has. No code and no internal identifier ever reaches the seller's screen, and AltScore's own text only in the one validation case described above. When a seller reports a problem, ask for the exact sentence and, if a simulation was saved, the Simulation ID from the summary. Those two are enough to find the row on this page and the record in the Hub.

The generic line is not a diagnosis. "We could not complete the operation. Please try again." covers anything without its own message, including a simulation that belongs to another seller. If retrying does not change it, the cause is not temporary.

A timeout does not cancel the work. The portal stops waiting after 15 seconds, but AltScore may still finish what it was doing. Before saving again after "The request took too long. Try again.", the seller should check the history for the simulation. If they typed an operation number, a duplicate is refused anyway, with "That operation number is already used by another simulation."

Regenerating access breaks the old link on purpose. A seller who opens an old link after the operator used Regenerate access lands on Invalid link, not on Your access expired. The fix is to send them the new link, not to regenerate again.

Configuration errors reach every seller at once. A missing template, an unpublished bot or a switched-off capability affects every seller of the organization the same way. When several sellers report the same message, check the Hub settings before looking at each seller.