⚠Error messages word for word

The message deliberately does not say which of the two — otherwise it could be used to find out which addresses exist at all.

In order:

1. Check the address. Upper and lower case do not matter, but a space at the end does. One easily slips in when pasting from a mail.
2. Caps Lock. The most common reason, and the one nobody admits to.
3. Reset the password instead of guessing further. After several failed attempts, the account can be temporarily locked.

If the address and password are definitely correct and it still does not work, the account has usually been deactivated — the system then responds with the same message. Someone in your organisation may have done this; ask there before reporting a fault.

Invitations and password links deliberately have a short lifetime: a link that is valid for ever will at some point end up in a mailbox that belongs to someone else.

• Password link: 30 minutes.
• Invitation: seven days.

Both can be requested again — the old link then becomes invalid. If you clicked the link several times: some mail programs open links themselves when checking them, and a link that has already been used is not valid a second time.

The address is already taken — even if you cannot see the account in the list. There are two possible reasons:

• The account belongs to someone with a role you are not allowed to see.
• The account has been deactivated, not deleted. Deactivated accounts keep their address so that attribution in the Access log is preserved.

In the second case, reactivate the existing account instead of creating a new one. Two accounts for the same person make every later analysis useless.

This message is a brake, not an error. It appears when a campaign is about to start without a category, and without a category the group of recipients is not “nobody” but everyone.

Exactly that happened once, and it is the reason the brake exists.

You have two options:

• Choose a category. The normal case. The wizard then shows the number of recipients before anything goes out.
• Deliberately to everyone. For this, Aurora Hive Sales requires an explicit confirmation. Read the number of recipients beforehand — it is shown next to it.

If you are unsure, create the campaign and look through the recipient list at your leisure. Created does not mean sent.

The person has objected to advertising — Aurora Hive Sales no longer sends them anything, not even by accident. That is not an error but the purpose of the block.

It cannot be lifted on someone’s say-so. An objection applies until the person themselves says otherwise, and that must be provable. A mail in which they ask to receive mailings is enough — a phone call that nobody remembers is not.

Personal messages to this person are still possible: the block applies to advertising, not to the person.

The campaign is missing the mailbox it is supposed to go out from. Without a sender nothing can be sent — not even a test mail.

This typically happens if

• no mailbox has been connected yet (then the entry is missing entirely),
• a mailbox has been removed while a campaign still pointed to it,
• or a campaign has been taken over from another instance.

Connect a mailbox and select it on the campaign. Until that has been done, the campaign stays in draft — so it does not go out half-done.

The template has no subject. This is not a formal constraint but an emergency brake: a mail without a subject is very likely to land in the spam folder — for all recipients at once.

Enter the subject in the template — it may contain placeholders. If the subject is there and the message still appears, check whether you are editing the right stage: each stage has its own template, and the message refers to the one the campaign is about to start with.

The import opened the file and found nothing it could work with. The usual causes, in order of frequency:

• The first row does not contain column names but data already — or a heading such as “Customer list as of March”. Delete everything above the column names.
• Merged cells above the column headers. Excel displays them nicely, but they do not make a table.
• The wrong sheet. The first worksheet in the workbook is read.
• The file is not a table at all, but for example a PDF export log saved as .csv.

The quickest way forward is to download the sample file, copy your data into it and import that file.

The function lacks access to the AI provider. That is a setting of the instance, not a fault with your account — as a normal user you cannot fix it yourself.

Two cases need to be distinguished:

• Deliberately switched off. Some organisations run Aurora Hive Sales without AI. Then the message is the right answer, and the functions concerned are not available.
• Accidentally empty. After a move or a new setup, the key is missing. That should be reported.

The wording may sound technical and name the access that is missing — what it always means is the same: this installation has no AI access stored.

Without AI, these continue to work: contacts, companies, opportunities, campaigns, templates, mailbox, contracts. What is not available: text suggestions, AI column recognition, the evaluation in the opportunity search and AI visibility.

The AI replied, but not in the form Aurora Hive Sales expects. That happens — language models are not deterministic.

Simply trigger it again. It usually works on the second attempt.

If it happens frequently, it is almost always due to the input: a very long job description, a text with many special characters, a PDF that turned into gibberish when read out. Shorten the input to the essentials and try again.

Costs are incurred even for a failed attempt — the request was made, after all. If it fails repeatedly, it is worth looking at the usage.

Both are limits of the opportunity search, and both have the same reason: every search term costs money.

• At least one, because a search without a term would search the whole web.
• At most ten, because costs rise with every term and the benefit drops markedly from about five.

If you want to cover more ground, run two searches with five clear terms each rather than one with ten vague ones. The hits are better, and after the first search you can see whether the second is worth it.

The name you entered leads nowhere. It is often a typo; sometimes it is genuine.

Check in this order:

1. Spelling — .de instead of .com, a missing hyphen, a doubled “www”.
2. Enter it without https:// and without a path, just the name.
3. Freshly registered? A new domain takes up to 48 hours to become known everywhere.
4. Open the address in your browser. If nothing comes up there either, it is not down to Aurora Hive Sales.

For a domain that works in the browser but not here, an entry has usually been set only for internal computers — from outside it really cannot be reached.

A protective measure, not a malfunction. Aurora Hive Sales refuses to fetch addresses in its own network.

The background: if a program is allowed to fetch any address on request, it can be fed an internal one and made to fetch things that should not be reachable from outside. This vulnerability has a name and a long history; the answer to it is to refuse such targets as a matter of principle.

So for the check you need a publicly reachable address. A website that only exists on the company network cannot be checked from here — and does not need to be, because search engines cannot see it either.

The instance cannot prove its licence. For you as a user this means: do nothing except report it — it cannot be fixed from your desk.

The usual causes lie on the operator’s side:

• The licence has expired and has not been renewed.
• It has been revoked.
• The instance cannot reach the licence server (network fault).

The last case is cushioned: there is a 14-day grace period during which work can continue even if the sync does not get through. If you still see the message, either the period has run out or the licence really is invalid.

The name of an instance becomes part of a web address and of a container name. Neither tolerates umlauts, spaces, capital letters or full stops.

So “Müller & Sons GmbH” becomes mueller-sons. Short is better than complete: the name will later appear in every address your customers see.

What applies here:

• Allowed: a–z, 0–9, hyphen.
• Length: 2 to 31 characters.
• Not at the beginning or end: a hyphen.

The name can only be changed later with a move — take the half minute.

The initial setup can only be run once. After that, the way in is via the normal sign-in.

If you see this message even though you have never signed in, someone else has probably done the setup — the colleague who ordered the instance, or your service provider. Have them create an account for you.

Related, but different: “This instance is being created.” Then the setup is still in progress; wait until it is through and reload the page.

“Extend” is expressly intended for trials — for the case where someone needs more time to evaluate.

A licence that has already been sold is not extended with this button; instead a new one is issued. The difference is not technical but a matter of accounting: the new licence shows up in billing, an extended trial does not.

The end of a trial must also lie in the future. An expired trial is not extended but replaced by a licence — or the instance is taken down.

The optimisation is still running. Depending on the length of the profile, it takes between a few seconds and a good minute, and it continues in the background even if you leave the page.

Reload the page after a while. If the status stays the same for several minutes, the run has got stuck; then trigger it again.

A version can only be sent once its PDF is ready — that is intentional: the recipient should not receive a half-generated document.

The job description the profile is to be tailored to consists of too little text. With “Project manager” alone the optimisation can do nothing — it would have nothing to align a profile to.

Paste in the advertisement text as it appears at the customer: tasks, required experience, industry, location. The more concrete the text, the more useful the result; the fit assessment is only as good as the description it compares against.

Twenty characters are the technical minimum, not a recommendation. It starts to make sense from a few sentences upwards.

Colours are entered as a hex value: a hash sign and six characters, for example #2563eb for Aurora Hive blue. The field does not understand “blue”, “RGB(37, 99, 235)” or “dark blue like in the logo”.

Where to get the value:

• From your logo: almost every graphics program shows it, often as “HEX” or “Web”.
• From your website: right-click → Inspect shows the colour of the element.
• From your corporate design manual, if you have one — it is usually listed there next to the CMYK values.

If you do not have one: leave the field empty. The default is deliberately unobtrusive and works everywhere.

This message is not seen by your team but by a recipient who wanted to unsubscribe. That makes it doubly unpleasant: someone is trying to declare their objection and is being turned away.

There are two possible causes:

• The link was broken when forwarded. Some mail programs wrap long links; the second half is then missing.
• The campaign has been deleted. The link leads nowhere.

Either way, the objection still applies — it does not depend on a link working. Set the opt-out on the contact by hand, and reply briefly to the person that it has been done. That is not just polite, it is an obligation.

You are about to do something that cannot be undone — typically deleting an account or revoking a licence. The prompt is deliberately tedious.

The point of it: people click away an “Are you sure?” after the third time without reading it. Typing an address forces you to look briefly at which entry you are about to hit.

Do not copy the address from the line above — that defeats the very purpose. Type it.

Then you have ended up somewhere that was not meant for you. Such messages are aimed at the developers, not at users; they appear when something is wrong with the setup.

Best approach: report it — using the “Report a problem” button at the top right, directly on the page where it happened. The page is sent along, together with the message. That is considerably more helpful than a description from memory.

Please do not: repeat the action several times. If a table is missing, it will not appear on the fifth attempt — but five half-finished records may be left behind.

A white page with this sentence means: the browser has loaded the program part but could not run it. The cause almost never lies with you.

What helps, in this order:

1. Hard reload — Ctrl + Shift + R (Mac: Cmd + Shift + R). Very often that is enough, because an outdated file is sitting in the browser cache.
2. Another browser or a private window. Confirms whether the cache is to blame.
3. If it persists: report it. This message always indicates a fault in the program, not a user error.

The case is known: a protection rule once rejected exactly the requests with which the interface creates new data — only this message could be seen, and the reason appeared solely in the server log. So if it occurs after maintenance, it definitely needs reporting.

The browser expected data and got an HTML page. This typically happens after maintenance: during maintenance, the notice page answers every request — including those with which the interface fetches data in the background. The browser remembers these responses and keeps serving them afterwards.

A hard reload clears this up — Ctrl + Shift + R. If it persists, clear the cache for this site.

You have done nothing wrong, and no data has been lost either. It is purely a caching problem in your browser.

Two similar numbers with one important difference:

• 401 means: I do not know who you are. Your session has expired. Signing in again is enough.
• 403 means: I know who you are, and you are not allowed to do this. Your role is not sufficient for this area.

With 403, neither reloading nor signing in again helps. Either the area is blocked for your role (in which case that is intended), or you need a different role — only someone with administration rights can change that.

If you see 403 somewhere you could still work yesterday, your role has changed. Ask within your organisation before reporting a fault.

The server that distributes the requests could not reach the service behind it. That is an operational problem, not a user error.

• 502 — the service is not there at the moment. Typical during a deployment: for a few seconds the old version is no longer running and the new one is not yet running.
• 504 — the service is there but took too long. Typical with a very large analysis or when a background service hangs.

With 502, wait half a minute and reload. With 504, check whether it was due to a particularly large query — shorter period, fewer records. If either persists, it should be reported; the System status then usually already shows which service is affected.

The entry you wanted to access does not exist (any more). The most common reasons:

• Someone else deleted it while you had the page open. A look at the Access log tells you who and when.
• An old link. A bookmark or a link from a mail points to something that has since gone.
• Wrong instance. If you work with several instances, the identifier simply does not exist in this one.

Go via the list instead of the direct link — then you can see immediately whether the entry is still there. If it has been deleted by mistake, only the backup can help.

The email address is on the blocklist: someone has requested the deletion of their data, and the address should therefore not come back in.

Where you may encounter the message:

• When creating a contact — the contact is not created.
• When importing a file — the row concerned is skipped; the report counts it.
• When saving a hit from the opportunity search — the opportunity is created, the contact is not.
• When adding a contact person to an opportunity.
• When sending — the address does not even appear as a recipient.

This is not an error, but the implementation of a deletion request. Do not get round it by entering the address in a slightly altered form.

If you think the block is a mistake, an administrator can check under Administration → Blocked addresses and lift it with a justification.

A quantity in your plan has been used up. The message says which one — research queries, website checks, AI measurements, data queries, emails, user accounts, sender mailboxes or websites.

The operation concerned is refused; everything else continues to work. Nothing is secretly cut back and nothing is silently charged.

What to do depends on the kind of quantity:

• Usage quantities (research queries, checks, measurements, data queries, emails) start again from zero on the first of the month. If you do not want to wait, top up.
• Fixed quantities (user accounts, sender mailboxes, websites) do not change by themselves. Here only tidying up or topping up helps — an account that has never been used is the cheapest place you can find.

The Overview shows the status of all quantities under “The quotas in your plan”. Bookings go through your contact person; after that your installation fetches the extended key, usually immediately.

Your installation is not accepting any changes at the moment. Viewing, searching, exporting and unsubscribing continue to work; saving and sending do not.

There are two possible causes, and the header tells you which:

• The trial has expired. After the last trial day, read-only mode applies immediately.
• The licence has expired and the 14-day grace period is over. During the grace period itself, only sending and AI are suspended.

Your data is all there and stays that way. Nothing is deleted; read-only mode is not a block against you but the end of outward-facing use.

What to do: the header shows the way — an email address and a phone number. As soon as the new key has arrived, everything continues to work unchanged.

And afterwards, do not forget: paused campaigns do not restart by themselves.

The link from your invitation can no longer be used. There are three possible reasons:

• The deadline has passed. A setup link is valid for 14 days.
• The account has already been set up. Then simply sign in as normal.
• The link belongs to another installation. This happens when two invitations have got mixed up.

What to do is stated in the message: request a new link. Your contact person can generate one at any time — even if the old one is still valid.

Two things that make no difference:

• A password that is too short does not use up the link. At least 12 characters are required; on the second attempt you can carry on.
• The length of the link. It is long because it has been issued for exactly this installation. Click it instead of typing it.

If, on the other hand, the only notice is that an invitation is needed, the link is missing entirely — then the address had been opened without the addition from the mail.