Troubleshooting

Managing sign-up errors

Online joining uses the user's session to identify them as they progress through their application. This is common across all websites that function similarly and functions by dropping a cookie on the user when they enter the process.

This cookie is removed from the user's browser at the end of the joining process.

Architecture

The structure of the system can be complex. It's best to look at components on their own, and most parts of the system are sufficiently abstracted from one another to enable this.

However, it can be useful to have a top-down view when dealing with issues.

Where red is the IWGB, green Typeform, yellow Airtable, and blue GoCardless

Error codes

If a problem occurs during signup, applicants are shown an error page or banner that encourages them to contact the union if problems persist.

This error page or banner will contain the applicant's AID if we were able to validate this before the error occurred.

Session errors

Session errors are presented as a banner at the top of the join page.

40 session_start_failed

We were not able to initialise a session (create a cookie) on the user's device. An AID was not created.

Try:

• Making sure cookies are enabled

• Another device

41 no_job_type_provided

No job type was found in the URL. An AID was not created.

42 job_type_invalid

The job type provided did not match any known job types. An AID was not created.

Try:

• Again

• Purging the online joining job type cache

43 applicant_invalid

A valid session was provided, but no associated applicant was found.

Try:

• Again

• Another device

44 csrf_gc_session_mismatch

The session associated with this application by GoCardless and us did not match. To protect us and the user against a cross-site request forgery (CSRF) attack, the session was terminated.

Try:

• Again

• Clearing your cookies

• Another device

• Recalling the application

If the user receives this error, we did not process their payment.

There may be an incomplete GoCardless mandate - the GoCardless flow ID is attached in the applicant logs. When the application is recalled, a new mandate will be created.

45 csrf_user_agent_mismatch

A change of the browser using this session was detected. To protect us and the user against a cross-site request forgery (CSRF) attack, the session was terminated.

Try:

• Again

• Another device

• Recalling the application

46 recalled_applicant_invalid

The user attempted to recall an application that does not exist.

Try:

• Checking the AID is correct

• Starting a new application

47 recalled_application_not_started

The user attempted to recall an empty application.

Try:

• Checking the AID is correct

• Starting a new application

Fatal errors

Fatal errors are presented as an error page.

In all cases, the application may be recalled, but it may be required to adjust data in Airtable or GoCardless.

50 no_gc_flow_id_provided

The user navigated to the process payment page, but GoCardless did not pass us an associated payment ID. No payment was processed. There may be an incomplete GoCardless mandate.

51 payment_failed_no_mandate

A developer is notified when this error occurs.

There was an error while communicating with GoCardless when attempting to create or complete the payment.

No charge was made against the mandate, which is incomplete or not created. If incomplete, the GoCardless flow ID is attached in the applicant logs.

52 payment_failed_mandate_created

A developer is notified when this error occurs.

A mandate was created successfully, but an error occurred while attempting to raise a charge against it. The mandate reference is attached in the applicant logs.

53 mms_integration_no_mandate

A developer is notified when this error occurs.

There was an error communicating with the member management system (Airtable), but no payment was processed.

It is likely that no Airtable record is linked to this applicant, and so recalling it may not work. Try starting a new application.

54 mms_integration_mandate_created

A developer is notified when this error occurs.

There was an error communicating with the member management system (Airtable). It is worth inspecting the Airtable record and seeing what information was written before the error occurred.

A mandate was created, but no charge was raised against it.

Unknown errors

An unexpected error was encountered, and the user was presented with an error page.

90 unknown

An error occurred. Additionally, an error was encountered when generating and logging the error message.

99 fatal

A developer is notified if this error occurs.

An unexpected error occurred. If it occurred while a validated applicant's session was active, a full error message is available in the applicant logs.