Customer.io Common Errors

---
name: customerio-common-errors-611638330011
description: |
  Diagnose and fix Customer.io common errors.
  Use when troubleshooting API errors, delivery issues,
  or integration problems with Customer.io.
  Trigger with phrases like "customer.io error", "customer.io not working",
  "debug customer.io", "customer.io issue".
allowed-tools: Read, Grep, Bash(curl:*)
version: 1.0.0
license: MIT
author: Jeremy Longshore <jeremy@intentsolutions.io>
---

# Customer.io Common Errors

## Overview
Diagnose and resolve common Customer.io integration errors, delivery issues, and API problems.

## Error Categories

### Authentication Errors

#### Error: 401 Unauthorized
```json
{
  "meta": {
    "error": "Unauthorized"
  }
}
```
**Cause**: Invalid Site ID or API Key
**Solution**:
1. Verify credentials in Customer.io Settings > API Credentials
2. Check you're using Track API key (not App API key) for identify/track
3. Ensure environment variables are loaded correctly
```bash
# Verify environment variables
echo "Site ID: ${CUSTOMERIO_SITE_ID:0:8}..."
echo "API Key: ${CUSTOMERIO_API_KEY:0:8}..."
```

#### Error: 403 Forbidden
**Cause**: API key doesn't have required permissions
**Solution**: Generate new API key with correct scope (Track vs App API)

### Request Errors

#### Error: 400 Bad Request - Invalid identifier
```json
{
  "meta": {
    "error": "identifier is required"
  }
}
```
**Cause**: Missing or empty user ID
**Solution**:
```typescript
// Wrong
await client.identify('', { email: 'user@example.com' });

// Correct
await client.identify('user-123', { email: 'user@example.com' });
```

#### Error: 400 Bad Request - Invalid timestamp
```json
{
  "meta": {
    "error": "timestamp must be a valid unix timestamp"
  }
}
```
**Cause**: Using milliseconds instead of seconds
**Solution**:
```typescript
// Wrong
{ created_at: Date.now() } // 1704067200000

// Correct
{ created_at: Math.floor(Date.now() / 1000) } // 1704067200
```

#### Error: 400 Bad Request - Invalid email
**Cause**: Malformed email address
**Solution**:
```typescript
// Validate email before sending
const emailRegex = /^[^\s@]+@[^\s@]+\.[^\s@]+$/;
if (!emailRegex.test(email)) {
  throw new Error('Invalid email format');
}
```

### Rate Limiting

#### Error: 429 Too Many Requests
```json
{
  "meta": {
    "error": "Rate limit exceeded"
  }
}
```
**Cause**: Exceeded API rate limits
**Solution**:
```typescript
// Implement exponential backoff
async function withBackoff(fn: () => Promise<any>, maxRetries = 3) {
  for (let i = 0; i < maxRetries; i++) {
    try {
      return await fn();
    } catch (error: any) {
      if (error.status === 429 && i < maxRetries - 1) {
        const delay = Math.pow(2, i) * 1000;
        await new Promise(r => setTimeout(r, delay));
        continue;
      }
      throw error;
    }
  }
}
```

### Delivery Issues

#### Issue: Email not delivered
**Diagnostic steps**:
1. Check People > User > Activity for event receipt
2. Verify campaign is active and user matches segment
3. Check Deliverability > Suppression list
4. Review message preview for errors

```bash
# Check user exists via API
curl -X GET "https://track.customer.io/api/v1/customers/user-123" \
  -u "$CUSTOMERIO_SITE_ID:$CUSTOMERIO_API_KEY"
```

#### Issue: Event not triggering campaign
**Cause**: Event name mismatch or missing attributes
**Solution**:
```typescript
// Check exact event name in dashboard
// Event names are case-sensitive
await client.track(userId, {
  name: 'signed_up',  // Must match exactly
  data: { source: 'web' }
});
```

#### Issue: User not in segment
**Cause**: Missing or incorrect attributes
**Solution**:
1. Check segment conditions in dashboard
2. Verify user has required attributes
3. Check attribute types match (string vs number)

### SDK-Specific Errors

#### Node.js: TypeError - Cannot read property
```typescript
// Wrong - SDK not initialized
const client = new TrackClient(undefined, undefined);

// Correct - Check env vars exist
if (!process.env.CUSTOMERIO_SITE_ID) {
  throw new Error('CUSTOMERIO_SITE_ID not set');
}
```

#### Python: ConnectionError
```python
# Handle network errors
import customerio
from customerio.errors import CustomerIOError

try:
    cio.identify(id='user-123', email='user@example.com')
except CustomerIOError as e:
    print(f"Customer.io error: {e}")
except ConnectionError as e:
    print(f"Network error: {e}")
```

## Diagnostic Commands

### Check API Connectivity
```bash
curl -X POST "https://track.customer.io/api/v1/customers/test-user" \
  -u "$CUSTOMERIO_SITE_ID:$CUSTOMERIO_API_KEY" \
  -H "Content-Type: application/json" \
  -d '{"email":"test@example.com"}' \
  -w "\nHTTP Status: %{http_code}\n"
```

### Verify Event Delivery
```bash
curl -X POST "https://track.customer.io/api/v1/customers/test-user/events" \
  -u "$CUSTOMERIO_SITE_ID:$CUSTOMERIO_API_KEY" \
  -H "Content-Type: application/json" \
  -d '{"name":"test_event","data":{"test":true}}'
```

## Error Handling
| Error Code | Meaning | Action |
|------------|---------|--------|
| 400 | Bad Request | Check request format and data |
| 401 | Unauthorized | Verify API credentials |
| 403 | Forbidden | Check API key permissions |
| 404 | Not Found | Verify endpoint URL |
| 429 | Rate Limited | Implement backoff |
| 500 | Server Error | Retry with backoff |

## Resources
- [API Error Reference](https://customer.io/docs/api/track/#section/Errors)
- [Troubleshooting Guide](https://customer.io/docs/troubleshooting/)
- [Status Page](https://status.customer.io/)

## Next Steps
After resolving errors, proceed to `customerio-debug-bundle` to create comprehensive debug reports.