Overview
This article lists every error the Dotdigital integration can record in the iPaaS.com error logs, with what causes each one and how to resolve it. Each error carries a stable code, so you can search this page for the code shown in your error log to find the matching entry.
Some resolutions ask you to check a mapping, a subscription setting, or your Dotdigital configuration. Where your integration is managed for you, those changes are usually owned by your Managed Integration Service Provider (MiSP) — the partner who maintains your mappings, your connection settings and credentials, and any reconciliation between the two systems.
iPaaS.com categorizes errors by families. You can learn more about that categorization at Understanding iPaaS.com API Error Codes.
Two kinds of code appear below. Codes with three segments, such as DDIG-VALD-1001, come from the Dotdigital integration itself. Codes with two segments, such as NFND-1003, come from the iPaaS.com platform and are documented in the platform's own error reference — they are listed here because you will see them while running these flows.
Supported Flows
Add/Update Dotdigital Contact FROM iPaaS.com
Add/Update Dotdigital Transaction FROM iPaaS.com
Add Dotdigital Loyalty Certificate FROM iPaaS.com
Add/Update Dotdigital Product FROM iPaaS.com
Add/Update Dotdigital Variant FROM iPaaS.com
Add/Update Dotdigital Product Category FROM iPaaS.com
Connection and Dotdigital API
Error Collection
Add/Update Dotdigital Contact FROM iPaaS.com
Conflicting contact match
DDIG-BIZL-1001 - The provided email address ({email}) and phone number ({mobileNumber}) belong to two different contacts (contactIds: {emailContactId},{phoneNumberContactId}). Please ensure both identifiers refer to the same contact before proceeding.
Description: The contact's email address matches one Dotdigital contact while the mobile number matches a different one. The integration cannot tell which of the two contacts the record should update, so it stops rather than writing to the wrong one.
Resolution: In Dotdigital, decide which of the two contacts is correct and merge or correct the other so the email address and mobile number resolve to a single contact. Then re-sync the customer. If the same pair keeps recurring across customers, the mobile number mapping is a likely cause — ask your MiSP to review it.
Contact could not be created
DDIG-EXTN-1012 - The contact could not be created in Dotdigital: {message}
Description: Dotdigital rejected the request to create the contact, and the reason it gave is included at the end of the message. Common causes are a missing or malformed email address, or a data field value that does not match the field's type in Dotdigital.
Resolution: Read the message text after the colon — it is Dotdigital's own explanation. Correct the customer record or the mapping that produced the offending value, then re-sync. Mapping corrections are normally made by your MiSP.
Add/Update Dotdigital Transaction FROM iPaaS.com
Invalid transaction date
DDIG-VALD-1001 - Invalid date value: '{date}' could not be converted to the format Dotdigital expects.
Description: The order's purchase-date mapping received a value that is not a recognizable date, so it cannot be converted to the format Dotdigital expects. The value that failed is shown at the end of the message.
Resolution: Check the source order's created date is populated and is a real date. If the mapping applies a formula to build the date, ask your MiSP to confirm the formula returns a date value rather than text.
Order could not be linked to a contact
DDIG-NFND-1001 - The order could not be attached to a Dotdigital contact because no contact email was resolved.
Description: Dotdigital stores an order against a contact identified by email. The order's customer has no email address on record, so there is no contact to attach the order to.
Resolution: Add a valid email address to the customer on the order in iPaaS.com, then re-sync the order. If your orders legitimately arrive without a customer, note that orders cannot be stored in Dotdigital without one — see the Dotdigital Integration Known Limitations article.
Add Dotdigital Loyalty Certificate FROM iPaaS.com
Certificate could not be sent
DDIG-EXTN-1001 - Error calling Dotdigital{details} (Http Code: {code})
Description: Dotdigital rejected the request to send the certificate. Two causes account for most occurrences: the triggered-campaign id configured on the mapping does not match an existing, active triggered campaign in Dotdigital, or the recipient email mapping is empty so Dotdigital has no address to send to.
Resolution: Confirm the triggered campaign exists in Dotdigital and is active, and that the recipient email mapping is populated from the source record rather than left at its shipped example value. Both are mapping-level settings your MiSP maintains. The shipped example values that must be replaced before go-live are listed in the Dotdigital Integration Known Limitations article.
Add/Update Dotdigital Product FROM iPaaS.com
Existing product could not be linked
DDIG-BIZL-1002 - Unable to dynamically link to existing Dotdigital Product using Id. This may result in duplicate Product in Dotdigital.
Description: A product already exists in Dotdigital with the same id, but the integration could not attach the iPaaS.com product to it. Left unresolved, the next transfer can create a second record for the same product.
Resolution: Re-sync the product — the link usually succeeds on a second attempt once the existing record is readable. If it recurs, check in Dotdigital whether more than one record carries that product id, and remove the duplicate.
Prerequisite category could not be created
DDIG-BIZL-1005 - Unable to create product category in Dotdigital. This will prevent the transfer of the Product.
Description: Before a product transfers, any of its categories that are not yet in Dotdigital are sent first. One of those category transfers failed, so the product transfer stopped rather than landing with only some of its categories.
Resolution: Look for the category error recorded alongside this one — it explains the underlying cause — and resolve that first. Then re-sync the product; its categories transfer with it.
Product could not be retrieved
DDIG-EXTN-1006 - Failed to retrieve product '{id}' from Dotdigital Insight Data collection '{collectionName}': {message}
Description: Dotdigital returned an error when the integration read the existing product record, so the transfer could not determine whether to create or update it. Dotdigital's own explanation is at the end of the message.
Resolution: Re-sync the product; a transient Dotdigital error clears on retry. If the message names the collection as missing, confirm the Product Collection Name subscription setting matches the collection in your Dotdigital account.
Product could not be created
DDIG-EXTN-1007 - Failed to create product '{id}' in Dotdigital Insight Data collection '{collectionName}': {message}
Description: Dotdigital rejected the new product record. Dotdigital's own explanation is at the end of the message; a field whose value does not match the collection's established structure is the most common cause.
Resolution: Read the message text after the final colon. If it names a field, correct that field's mapping so the value matches the shape already used in the collection, then re-sync. Mapping corrections are normally made by your MiSP.
Product could not be updated
DDIG-EXTN-1008 - Failed to update product '{id}' in Dotdigital Insight Data collection '{collectionName}': {message}
Description: Dotdigital rejected the change to an existing product record. Dotdigital's own explanation is at the end of the message.
Resolution: Read the message text after the final colon and correct the value or mapping it names, then re-sync the product.
Referenced category does not exist
NFND-1003 - Category Id {id} does not exist
Description: The product references a product category that does not exist in iPaaS.com. iPaaS.com validates category references when the product record is saved, so the product is rejected before it reaches Dotdigital. This is an iPaaS.com platform error rather than a Dotdigital integration error.
Resolution: Remove the missing category from the product, or create the category in iPaaS.com first, then save the product again.
Duplicate category on a product
BIZL-1001 - Duplicate category reference
Description: The same product category is listed more than once on the product. iPaaS.com rejects the product record rather than storing the duplicate reference. This is an iPaaS.com platform error rather than a Dotdigital integration error.
Resolution: Remove the repeated category from the product so each category appears once, then save the product again.
Add/Update Dotdigital Variant FROM iPaaS.com
Existing variant could not be linked
DDIG-BIZL-1003 - Unable to dynamically link to existing Dotdigital Variant using Id. This may result in duplicate Variant in Dotdigital.
Description: A variant already exists in Dotdigital with the same id, but the integration could not attach the iPaaS.com variant to it. Left unresolved, the next transfer can create a second record for the same variant.
Resolution: Re-sync the parent product — variants transfer with it, and the link usually succeeds on a second attempt. If it recurs, check in Dotdigital whether more than one record carries that variant id.
Variant could not be retrieved
DDIG-EXTN-1009 - Failed to retrieve variant '{id}' from Dotdigital Insight Data collection '{collectionName}': {message}
Description: Dotdigital returned an error when the integration read the existing variant record. Dotdigital's own explanation is at the end of the message.
Resolution: Re-sync the parent product; a transient Dotdigital error clears on retry.
Variant could not be created
DDIG-EXTN-1010 - Failed to create variant '{id}' in Dotdigital Insight Data collection '{collectionName}': {message}
Description: Dotdigital rejected the new variant record. Dotdigital's own explanation is at the end of the message; a field whose value does not match the collection's established structure is the most common cause.
Resolution: Read the message text after the final colon. If it names a field, correct that field's mapping on the variant collection, then re-sync the parent product.
Variant could not be updated
DDIG-EXTN-1011 - Failed to update variant '{id}' in Dotdigital Insight Data collection '{collectionName}': {message}
Description: Dotdigital rejected the change to an existing variant record. Dotdigital's own explanation is at the end of the message.
Resolution: Read the message text after the final colon and correct the value or mapping it names, then re-sync the parent product.
Add/Update Dotdigital Product Category FROM iPaaS.com
Product category is missing an identifier
DDIG-VALD-1002 - The product category could not be created because the Id field is required.
Description: The category being synced has an empty identifier. The identifier is the required, unique key Dotdigital stores the category under, so the transfer cannot proceed without it.
Resolution: Confirm the category has an id in iPaaS.com and that the Id mapping on the category collection is populated, then re-sync. The mapping is normally maintained by your MiSP.
Product Category Collection Name not configured
DDIG-VALD-1003 - Dotdigital 'Product Category Collection Name' setting is required but was not configured.
Description: The Product Category Collection Name subscription setting is empty. Unlike the product collection setting, this one has no default, so the integration has no collection to write categories to.
Resolution: Enter a value for Product Category Collection Name in the Dotdigital subscription settings in iPaaS.com, then re-sync. It must share the same base name as Product Collection Name for a product's category references to resolve — see the Dotdigital Integration Known Limitations article.
Existing category could not be linked
DDIG-BIZL-1004 - Unable to dynamically link to existing Dotdigital Product Category using Id. This may result in duplicate Category in Dotdigital.
Description: A category already exists in Dotdigital with the same id, but the integration could not attach the iPaaS.com category to it. Left unresolved, the next transfer can create a second record for the same category.
Resolution: Re-sync the category — the link usually succeeds on a second attempt. If it recurs, check in Dotdigital whether more than one record carries that category id.
Parent category could not be created
DDIG-BIZL-1006 - Unable to create product category in Dotdigital. This will prevent the transfer of the Product Category.
Description: Categories are transferred parent-first, so a category's parents are created before the category itself. One of those parent transfers failed, so this category could not be written.
Resolution: Look for the parent category's own error recorded alongside this one and resolve that first, then re-sync the category. The whole parent chain transfers with it.
Connection and Dotdigital API
Authentication failed
DDIG-AUTH-1001 - {Dotdigital authentication response}
Description: Dotdigital rejected the API user and password supplied in the subscription settings. The credentials are incorrect, expired, or the API user has been disabled in Dotdigital.
Resolution: In Dotdigital, confirm the API user exists and is enabled under Settings → Access → API users, and reset its password if you cannot confirm the current one. Re-enter the API User and API Password in the Dotdigital subscription settings in iPaaS.com and save to re-validate the connection. Credentials are normally held by your MiSP.
Dotdigital API error
DDIG-EXTN-1001 - Error calling Dotdigital{details} (Http Code: {code})
Description: Dotdigital rejected the request and returned an error, which is included at the end of the message along with the HTTP status code. This is the general-purpose message used whenever Dotdigital refuses a call for a reason the integration does not handle specifically. Frequent causes include a missing or malformed email address on a contact, an email address that fails Dotdigital's own validation, a triggered campaign that is not active, and a value that does not fit the field it is being written to.
Resolution: Read the message text after the action name — it is Dotdigital's own explanation, and it names the field or value at fault in most cases. Correct the source record or the mapping that produced it, then re-sync. Where the status code is 500 or 503, the failure is on Dotdigital's side and the transfer can simply be re-run.
Record does not match the collection schema
DDIG-EXTN-1002 - This record couldn't be saved because the field '{field}' doesn't match the schema Dotdigital locked in for this collection when it was first created. Either make sure '{field}' matches the shape/type originally sent to this collection, or use a new collection name so Dotdigital can set a fresh schema.
Description: Dotdigital fixes a collection's field structure from the first record written to it and cannot reshape it afterwards. A later record supplied the named field in a different shape — a number where text was established, or an object where a simple value was — so it was refused.
Resolution: Either change the mapping so the field is sent in the shape the collection already uses, or point the relevant collection-name setting at a new collection so Dotdigital can establish a fresh structure. Note that a new collection starts empty — previously synced records stay in the old one. Mapping changes are normally made by your MiSP.
Collection could not be created
DDIG-EXTN-1005 - Failed to create Dotdigital Insight Data collection '{name}' of type '{type}': {message}
Description: The integration creates its Insight Data collection on first use if it does not already exist. Dotdigital refused to create it, and the reason is at the end of the message. An invalid collection name is the most common cause: Dotdigital requires a name that starts with a letter, hyphen or underscore, followed by letters, digits, hyphens or underscores.
Resolution: Check the relevant collection-name subscription setting against that naming rule and correct it, then re-sync. If the name is valid, re-run the transfer — the collection is created on the next attempt.
Account information could not be retrieved
DDIG-EXTN-1003 - Failed to get account info: {statusCode} - {content}
Description: The integration reads your Dotdigital account information to determine which regional API host to use. Dotdigital returned an error instead, so the call could not be routed.
Resolution: Confirm the connection is valid by re-saving the Dotdigital subscription settings. If the status code indicates a Dotdigital outage, re-run the transfer once service is restored.
Retry limit reached
DDIG-EXTN-1004 - Max retries ({maxRetries}) exceeded for {action}. Aborting to prevent infinite loop.
Description: The integration retries a call that fails for a transient reason. It stopped after the configured number of attempts because the call kept failing.
Resolution: Check the Dotdigital service status and re-run the transfer. If the same action fails repeatedly with no Dotdigital outage, the request itself is likely being rejected — look for a Dotdigital API error recorded alongside this one for the underlying reason.
Cross-flow
Deletion is not supported
DDIG-BIZL-1007 - Deleting a product in Dotdigital is not supported by this integration.
Description: The integration sends and updates records in Dotdigital but does not delete them. This is recorded when a delete is attempted for a product, a variant, or a product category.
Resolution: Remove the record in Dotdigital directly. To stop future transfers from re-creating it, also remove or exclude the source record in iPaaS.com — see the Dotdigital Integration Known Limitations article.
Unexpected integration error
DDIG-INTL-1001 - Unexpected Exception Occurred
Description: The integration encountered a condition it does not handle specifically. This is a catch-all and does not identify a particular cause.
Resolution: Re-run the transfer, which clears a one-off failure. If it persists, contact iPaaS.com Support at support@ipaas.com with the tracking id from the error log entry, the flow that was running, and the record that was being transferred.