Troubleshooting
Something not working as expected? Most issues come down to a missing permission, a channel that isn't set up yet, or a secret that needs re-entering. Find your symptom below and follow the fix. If you're still stuck, the FAQ and glossary may help too.
Tickets & the bot
The bot doesn't reply to DMs
If a member DMs the bot and nothing happens, work through these in order:
- Is a category set up and open? A member can only open a ticket in a category that exists and is open to customers (an escalation tier with Customers can open tickets here off is refused). Check your categories and the opening hours of that category.
- Is there a way in? Members open tickets either by DMing the bot or by clicking a panel button. If you rely on panels, make sure one is posted in a channel members can see.
- Can the bot message them? If the member has DMs from server members turned off, or has blocked the bot, the bot can't reach them. Ask them to allow direct messages from the server.
- Is the member blacklisted? If the member has a blacklist role, the bot will ignore them by design. Check the blacklist roles in your onboarding or general settings.
Tickets aren't being created
A click or DM comes in, but no thread or channel appears:
- Check the support channel. In thread mode, Clarify needs a forum channel to open threads in. In server mode, it needs a channel category to create private channels under. Set this in your categories and general settings.
- Confirm the ticketing mode. Make sure your ticketing mode matches how you've set up channels — a forum channel for thread, a channel category for server.
- Rule out the blacklist. A blacklisted member can't open tickets. Remove the blacklist role if it was applied by mistake.
- Check bot permissions. The bot needs permission to create threads/channels and send messages in the target channel.
Saving & secrets
A module or integration won't save
Most save failures on an already-connected module come down to secret fields:
Leave secrets blank to keep them
Clarify never shows you a stored secret again — for security, saved keys and tokens are hidden. When you edit a module, leave any secret field blank to keep the value you already stored. Filling it with placeholder text will overwrite your real secret.
Only re-enter a secret if you rotated it
If you changed a key on the provider's side (rotated it), paste the new value into the secret field and save. Otherwise leave it blank.
Check required fields
A save can be rejected if a required field is empty or out of range — for example a role or channel ID that isn't 17–20 digits, or a value outside its allowed limits. The field will flag what's wrong.
Connecting integrations
The OAuth pop-up is blocked or closes too early
Stripe, Patreon and the GitHub App connect through a pop-up window that talks to the provider and then reports back:
- Allow pop-ups for the Clarify dashboard in your browser, then click Connect again.
- Keep the pop-up open until it finishes. The dashboard waits for the provider to confirm and then shows a Connected state — if you close the window too soon, the connection won't complete.
- Finish signing in on the provider. Complete the authorise step (Stripe / Patreon / GitHub) inside the pop-up; only then does it close and mark you connected.
- Try again if it stalls. The secure link the pop-up uses is short-lived. If it's been sitting a while, close it and click Connect once more for a fresh attempt.
See the per-integration guides: Stripe, Patreon, GitHub.
"Redirect URI mismatch" when connecting a data connector
This only affects connectors you build with OAuth2 authentication, where you register the app on your own provider. The provider must know exactly where to send users back after they authorise.
Copy the exact redirect URI
Clarify shows you the redirect URI to register. Copy it exactly — including https:// and no trailing slash.
Register it on your provider
In your provider's app settings, add that URI to the list of allowed redirect/callback URLs. It must match character-for-character.
Save and reconnect
Save on the provider side, then reconnect the connector.
Webhooks & connectors
"Send test" on a webhook fails
The Webhooks module posts events to your endpoint and shows the HTTP status and latency of a test:
https://. Plain http:// addresses are rejected.2xx is success; a 4xx/5xx means your endpoint rejected or errored on the request. Fix it on your side and test again.A data connector returns nothing
If a connector shows no data on a ticket, or looks empty when you test it:
- Test the operation. Use the connector's built-in test in the connector builder to send a real request and inspect the raw response.
- Check your field mapping. A connector returns nothing on the ticket if the fields you mapped don't match the response. Re-open the click-to-map step and confirm each field points at a real value in the response.
- Check authentication. An expired key or token returns an error or empty result. Re-enter the credential on the connector (remember: leave it blank to keep the existing one, fill it to replace).
- Confirm the lookup value. If the connector relies on Discord auto-detect or a ticket field, make sure that value is actually present on the ticket.
Discord IDs
"Invalid role ID" or "Invalid channel ID"
Fields like the transcript log channel need a Discord ID that's 17–20 digits. If yours is rejected, you've likely pasted a name or a partial value. Copy the real ID using Developer Mode below.
Finding a Discord ID
Turn on Developer Mode
In Discord, open User Settings → Advanced and toggle Developer Mode on.
Copy the ID
Right-click the role, channel or user you need and choose Copy ID. Paste it straight into the Clarify field.