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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 ",[256,257,233],"a",{"href":234}," and ",[256,260,261],{"href":243},"glossary"," may help too.",[264,265,266],"tip",{},[252,267,268,269,273,274,278],{},"Many \"IDs\" in Clarify are Discord role and channel IDs. Before you start, turn on ",[270,271,272],"strong",{},"Developer Mode"," so you can copy them — see ",[256,275,277],{"href":276},"#finding-a-discord-id","Finding a Discord ID"," at the bottom of this page.",[280,281,283],"h2",{"id":282},"tickets-the-bot","Tickets & the bot",[285,286,288],"h3",{"id":287},"the-bot-doesnt-reply-to-dms","The bot doesn't reply to DMs",[252,290,291],{},"If a member DMs the bot and nothing happens, work through these in order:",[293,294,295,315,325,331],"ul",{},[296,297,298,301,302,306,307,310,311,314],"li",{},[270,299,300],{},"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 ",[303,304,305],"em",{},"Customers can open tickets here"," off is refused). Check your ",[256,308,309],{"href":79},"categories"," and the ",[256,312,313],{"href":123},"opening hours"," of that category.",[296,316,317,320,321,324],{},[270,318,319],{},"Is there a way in?"," Members open tickets either by DMing the bot or by clicking a ",[256,322,323],{"href":88},"panel"," button. If you rely on panels, make sure one is posted in a channel members can see.",[296,326,327,330],{},[270,328,329],{},"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.",[296,332,333,336,337,340,341,344],{},[270,334,335],{},"Is the member blacklisted?"," If the member has a blacklist role, the bot will ignore them by design. Check the blacklist roles in your ",[256,338,339],{"href":69},"onboarding"," or ",[256,342,343],{"href":74},"general settings",".",[346,347,348],"note",{},[252,349,350,351,354],{},"Running Clarify under your own bot (",[256,352,353],{"href":93},"white label",")? A silent bot usually means missing permissions or intents on your Discord application — re-check the setup steps on that page.",[285,356,358],{"id":357},"tickets-arent-being-created","Tickets aren't being created",[252,360,361],{},"A click or DM comes in, but no thread or channel appears:",[293,363,364,386,401,407],{},[296,365,366,369,370,373,374,377,378,381,382,258,384,344],{},[270,367,368],{},"Check the support channel."," In ",[270,371,372],{},"thread"," mode, Clarify needs a ",[270,375,376],{},"forum channel"," to open threads in. In ",[270,379,380],{},"server"," mode, it needs a channel category to create private channels under. Set this in your ",[256,383,309],{"href":79},[256,385,343],{"href":74},[296,387,388,391,392,395,396,398,399,344],{},[270,389,390],{},"Confirm the ticketing mode."," Make sure your ",[256,393,394],{"href":43},"ticketing mode"," matches how you've set up channels — a forum channel for ",[270,397,372],{},", a channel category for ",[270,400,380],{},[296,402,403,406],{},[270,404,405],{},"Rule out the blacklist."," A blacklisted member can't open tickets. Remove the blacklist role if it was applied by mistake.",[296,408,409,412],{},[270,410,411],{},"Check bot permissions."," The bot needs permission to create threads\u002Fchannels and send messages in the target channel.",[280,414,416],{"id":415},"saving-secrets","Saving & secrets",[285,418,420],{"id":419},"a-module-or-integration-wont-save","A module or integration won't save",[252,422,423],{},"Most save failures on an already-connected module come down to secret fields:",[425,426,428,432,439,443,450,454],"steps",{"level":427},"3",[285,429,431],{"id":430},"leave-secrets-blank-to-keep-them","Leave secrets blank to keep them",[252,433,434,435,438],{},"Clarify never shows you a stored secret again — for security, saved keys and tokens are hidden. When you edit a module, ",[270,436,437],{},"leave any secret field blank to keep the value you already stored."," Filling it with placeholder text will overwrite your real secret.",[285,440,442],{"id":441},"only-re-enter-a-secret-if-you-rotated-it","Only re-enter a secret if you rotated it",[252,444,445,446,449],{},"If you changed a key on the provider's side (rotated it), paste the ",[270,447,448],{},"new"," value into the secret field and save. Otherwise leave it blank.",[285,451,453],{"id":452},"check-required-fields","Check required fields",[252,455,456],{},"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.",[264,458,459],{"to":208},[252,460,461,462,344],{},"Why can't you see your saved keys? They're encrypted at rest and redacted on read — the dashboard only ever gets a \"set\" flag, never the value. See ",[256,463,464],{"href":208},"Encryption",[280,466,468],{"id":467},"connecting-integrations","Connecting integrations",[285,470,472],{"id":471},"the-oauth-pop-up-is-blocked-or-closes-too-early","The OAuth pop-up is blocked or closes too early",[252,474,475],{},"Stripe, Patreon and the GitHub App connect through a pop-up window that talks to the provider and then reports back:",[293,477,478,488,498,504],{},[296,479,480,483,484,487],{},[270,481,482],{},"Allow pop-ups"," for the Clarify dashboard in your browser, then click ",[270,485,486],{},"Connect"," again.",[296,489,490,493,494,497],{},[270,491,492],{},"Keep the pop-up open"," until it finishes. The dashboard waits for the provider to confirm and then shows a ",[270,495,496],{},"Connected"," state — if you close the window too soon, the connection won't complete.",[296,499,500,503],{},[270,501,502],{},"Finish signing in on the provider."," Complete the authorise step (Stripe \u002F Patreon \u002F GitHub) inside the pop-up; only then does it close and mark you connected.",[296,505,506,509,510,512],{},[270,507,508],{},"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 ",[270,511,486],{}," once more for a fresh attempt.",[252,514,515,516,518,519,518,521,344],{},"See the per-integration guides: ",[256,517,147],{"href":148},", ",[256,520,162],{"href":163},[256,522,167],{"href":168},[285,524,526],{"id":525},"redirect-uri-mismatch-when-connecting-a-data-connector","\"Redirect URI mismatch\" when connecting a data connector",[252,528,529,530,533],{},"This only affects connectors you build with ",[270,531,532],{},"OAuth2"," authentication, where you register the app on your own provider. The provider must know exactly where to send users back after they authorise.",[425,535,536,540,548,552,555,559],{"level":427},[285,537,539],{"id":538},"copy-the-exact-redirect-uri","Copy the exact redirect URI",[252,541,542,543,547],{},"Clarify shows you the redirect URI to register. Copy it exactly — including ",[544,545,546],"code",{},"https:\u002F\u002F"," and no trailing slash.",[285,549,551],{"id":550},"register-it-on-your-provider","Register it on your provider",[252,553,554],{},"In your provider's app settings, add that URI to the list of allowed redirect\u002Fcallback URLs. It must match character-for-character.",[285,556,558],{"id":557},"save-and-reconnect","Save and reconnect",[252,560,561],{},"Save on the provider side, then reconnect the connector.",[346,563,564],{},[252,565,566,567,344],{},"Built-in integrations (Stripe, Patreon, GitHub) don't need this — their redirect URIs are handled for you. This step is only for your own OAuth2 ",[256,568,569],{"href":183},"data connectors",[280,571,573],{"id":572},"webhooks-connectors","Webhooks & connectors",[285,575,577],{"id":576},"send-test-on-a-webhook-fails","\"Send test\" on a webhook fails",[252,579,580,581,584],{},"The ",[256,582,583],{"href":128},"Webhooks module"," posts events to your endpoint and shows the HTTP status and latency of a test:",[586,587,588,603,609],"field-group",{},[589,590,593],"field",{"name":591,"type":592},"URL must be HTTPS","check",[252,594,595,596,598,599,602],{},"The endpoint must start with ",[544,597,546],{},". Plain ",[544,600,601],{},"http:\u002F\u002F"," addresses are rejected.",[589,604,606],{"name":605,"type":592},"It must be reachable",[252,607,608],{},"Your server has to be online and publicly reachable — local addresses and internal-only hosts won't work.",[589,610,612],{"name":611,"type":592},"Check the status code",[252,613,614,615,618,619,622,623,626],{},"The test shows the HTTP status your endpoint returned. A ",[544,616,617],{},"2xx"," is success; a ",[544,620,621],{},"4xx","\u002F",[544,624,625],{},"5xx"," means your endpoint rejected or errored on the request. Fix it on your side and test again.",[264,628,629],{},[252,630,631,632,635,636,344],{},"If your endpoint verifies the signature, make sure it's using the signing ",[270,633,634],{},"secret"," you set in the webhook. Requests are signed so you can confirm they really came from Clarify. See ",[256,637,127],{"href":128},[285,639,641],{"id":640},"a-data-connector-returns-nothing","A data connector returns nothing",[252,643,644],{},"If a connector shows no data on a ticket, or looks empty when you test it:",[293,646,647,657,663,669],{},[296,648,649,652,653,656],{},[270,650,651],{},"Test the operation."," Use the connector's built-in test in the ",[256,654,655],{"href":183},"connector builder"," to send a real request and inspect the raw response.",[296,658,659,662],{},[270,660,661],{},"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.",[296,664,665,668],{},[270,666,667],{},"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).",[296,670,671,674,675,677],{},[270,672,673],{},"Confirm the lookup value."," If the connector relies on ",[256,676,187],{"href":188}," or a ticket field, make sure that value is actually present on the ticket.",[346,679,680],{},[252,681,682,683,686,687,344],{},"Can't reach your endpoint at all? Connectors can only call ",[270,684,685],{},"real, public"," addresses — internal and private hosts are blocked for your safety. See ",[256,688,192],{"href":193},[280,690,692],{"id":691},"discord-ids","Discord IDs",[285,694,696],{"id":695},"invalid-role-id-or-invalid-channel-id","\"Invalid role ID\" or \"Invalid channel ID\"",[252,698,699,700,703],{},"Fields like the transcript log channel need a Discord ID that's ",[270,701,702],{},"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.",[285,705,277],{"id":706},"finding-a-discord-id",[425,708,709,713,723,727],{"level":427},[285,710,712],{"id":711},"turn-on-developer-mode","Turn on Developer Mode",[252,714,715,716,719,720,722],{},"In Discord, open ",[270,717,718],{},"User Settings → Advanced"," and toggle ",[270,721,272],{}," on.",[285,724,726],{"id":725},"copy-the-id","Copy the ID",[252,728,729,730,733],{},"Right-click the role, channel or user you need and choose ",[270,731,732],{},"Copy ID",". Paste it straight into the Clarify field.",[264,735,736],{},[252,737,738,739,344],{},"A valid role or channel ID is a long string of digits (17–20 of them). If what you copied has letters or looks short, you copied a name or mention instead — try again with ",[270,740,732],{},[280,742,744],{"id":743},"still-stuck","Still stuck?",[746,747,748,755,760,765],"card-group",{},[749,750,752],"card",{"icon":751,"title":233,"to":234},"i-lucide-help-circle",[252,753,754],{},"Quick answers to the questions we hear most.",[749,756,757],{"icon":245,"title":242,"to":243},[252,758,759],{},"Plain-English definitions for every Clarify term.",[749,761,762],{"icon":198,"title":203,"to":204},[252,763,764],{},"How your secrets, relay and connectors are protected.",[749,766,769],{"icon":767,"title":768,"to":12},"i-lucide-activity","Server status",[252,770,771],{},"Check status.clarify.bot for live service health.",{"title":773,"searchDepth":774,"depth":775,"links":776},"",1,2,[777,782,785,789,793,797],{"id":282,"depth":775,"text":283,"children":778},[779,781],{"id":287,"depth":780,"text":288},3,{"id":357,"depth":780,"text":358},{"id":415,"depth":775,"text":416,"children":783},[784],{"id":419,"depth":780,"text":420},{"id":467,"depth":775,"text":468,"children":786},[787,788],{"id":471,"depth":780,"text":472},{"id":525,"depth":780,"text":526},{"id":572,"depth":775,"text":573,"children":790},[791,792],{"id":576,"depth":780,"text":577},{"id":640,"depth":780,"text":641},{"id":691,"depth":775,"text":692,"children":794},[795,796],{"id":695,"depth":780,"text":696},{"id":706,"depth":780,"text":277},{"id":743,"depth":775,"text":744},"Fixes for the most common Clarify problems — the bot not replying, tickets not opening, saves failing, OAuth pop-ups, webhooks and connectors.","md",null,{},{"icon":185},{"title":238,"description":798},"b8AwQfdy_lqofDM1ZERiviET9bwMRsmX0Kja0yLSWng",[806,808],{"title":233,"path":234,"stem":235,"description":807,"icon":236,"children":-1},"Quick answers to the most common questions about Clarify — bots, security, staff privacy, ticketing modes and payment lookups.",{"title":242,"path":243,"stem":244,"description":809,"icon":245,"children":-1},"Plain-English definitions of the Clarify terms you'll meet across tickets, modules, integrations and data connectors.",1792666276537]