Customer.io Common Errors

Overview

Diagnose and resolve common Customer.io integration errors, delivery issues, and API problems.

Error Categories

Authentication Errors

Error: 401 Unauthorized

{
  "meta": {
    "error": "Unauthorized"
  }
}

Cause: Invalid Site ID or API Key Solution: 1. Verify credentials in Customer.io Settings > API Credentials 2. Check you're using Track API key (not App API key) for identify/track 3. Ensure environment variables are loaded correctly

# Verify environment variables
echo "Site ID: ${CUSTOMERIO_SITE_ID:0:8}..."
echo "API Key: ${CUSTOMERIO_API_KEY:0:8}..."

Error: 403 Forbidden

Cause: API key doesn't have required permissions Solution: Generate new API key with correct scope (Track vs App API)

Request Errors

Error: 400 Bad Request - Invalid identifier

{
  "meta": {
    "error": "identifier is required"
  }
}

Cause: Missing or empty user ID Solution:

// Wrong
await client.identify('', { email: '[email protected]' });

// Correct
await client.identify('user-123', { email: '[email protected]' });

Error: 400 Bad Request - Invalid timestamp

{
  "meta": {
    "error": "timestamp must be a valid unix timestamp"
  }
}

Cause: Using milliseconds instead of seconds Solution:

// Wrong
{ created_at: Date.now() } // 1704067200000

// Correct
{ created_at: Math.floor(Date.now() / 1000) } // 1704067200

Error: 400 Bad Request - Invalid email

Cause: Malformed email address Solution:

// Validate email before sending
const emailRegex = /^[^\s@]+@[^\s@]+\.[^\s@]+$/;
if (!emailRegex.test(email)) {
  throw new Error('Invalid email format');
}

Rate Limiting

Error: 429 Too Many Requests

{
  "meta": {
    "error": "Rate limit exceeded"
  }
}

Cause: Exceeded API rate limits Solution:

// Implement exponential backoff
async function withBackoff(fn: () => Promise<any>, maxRetries = 3) {
  for (let i = 0; i < maxRetries; i++) {
    try {
      return await fn();
    } catch (error: any) {
      if (error.status === 429 && i < maxRetries - 1) {
        const delay = Math.pow(2, i) * 1000;
        await new Promise(r => setTimeout(r, delay));
        continue;
      }
      throw error;
    }
  }
}

Delivery Issues

Issue: Email not delivered

Diagnostic steps: 1. Check People > User > Activity for event receipt 2. Verify campaign is active and user matches segment 3. Check Deliverability > Suppression list 4. Review message preview for errors

# Check user exists via API
curl -X GET "https://track.customer.io/api/v1/customers/user-123" \
  -u "$CUSTOMERIO_SITE_ID:$CUSTOMERIO_API_KEY"

Issue: Event not triggering campaign

Cause: Event name mismatch or missing attributes Solution:

// Check exact event name in dashboard
// Event names are case-sensitive
await client.track(userId, {
  name: 'signed_up',  // Must match exactly
  data: { source: 'web' }
});

Issue: User not in segment

Cause: Missing or incorrect attributes Solution: 1. Check segment conditions in dashboard 2. Verify user has required attributes 3. Check attribute types match (string vs number)

SDK-Specific Errors

Node.js: TypeError - Cannot read property

// Wrong - SDK not initialized
const client = new TrackClient(undefined, undefined);

// Correct - Check env vars exist
if (!process.env.CUSTOMERIO_SITE_ID) {
  throw new Error('CUSTOMERIO_SITE_ID not set');
}

Python: ConnectionError

# Handle network errors
import customerio
from customerio.errors import CustomerIOError

try:
    cio.identify(id='user-123', email='[email protected]')
except CustomerIOError as e:
    print(f"Customer.io error: {e}")
except ConnectionError as e:
    print(f"Network error: {e}")

Diagnostic Commands

Check API Connectivity

curl -X POST "https://track.customer.io/api/v1/customers/test-user" \
  -u "$CUSTOMERIO_SITE_ID:$CUSTOMERIO_API_KEY" \
  -H "Content-Type: application/json" \
  -d '{"email":"[email protected]"}' \
  -w "\nHTTP Status: %{http_code}\n"

Verify Event Delivery

curl -X POST "https://track.customer.io/api/v1/customers/test-user/events" \
  -u "$CUSTOMERIO_SITE_ID:$CUSTOMERIO_API_KEY" \
  -H "Content-Type: application/json" \
  -d '{"name":"test_event","data":{"test":true}}'

Error Handling

Resources

• API Error Reference
• Troubleshooting Guide
• Status Page

Next Steps

After resolving errors, proceed to customerio-debug-bundle to create comprehensive debug reports.