Protocol to 401 Error in Gupshup and Owner Management

1. Identification of Error

When templates do not load or messages fail, check the response code:

Code: HTTP 401 Unauthorized.

Meaning: The API key is invalid or has no permissions.

2. Warning block

⚠️ Security and procediment

You will NOT attempt to generate or replace API Keys if you do not have the role of OWER in the Gupshup console.

Why?: Gupshup only grants total management permissions (template reading and sending) to keys generated by the account owner.

3. Action Required

If you detect a 401 and you are not the owner:

Stop technical manipulation.

Inform the Client: Requires that the official Owner enter your Gupshup panel.

Scaling: Indicates the client that, if after validating his key the error persists, it is the Owner who must open the ticket with Gupshup support, since they only scale cases with the registered mail as owner.

Send this answer:

"An authentication error has been detected (401). This incident must be managed by the Gupshup Account Owner, who must validate his credentials and, in case of the error persists, contact Gupshup's official support directly from his owner profile for escalation of the case."

You can also share this guide to the client attached to the previous response.

Guia for the Client (OWNER)

1. Official Support Channel

Customer must log in to support.gupshup.io and log in only with the email registered as account owner.

2. Technical Information Required

The ticket must contain the exact data of the affected application (provided by the technical team):

App Name: [Insert App Name]

App ID: [Insert App ID]

Error Type: HTTP 401 Unauthorized (Persistent after refreshing API Key).

Mandatory Evidence: Attach screenshot of the error and the "App Settings" section where the generated API Key is visible.

3. Suggested Message for Gupshup Support

It is recommended that the client copy and paste the following text in the ticket description:

"As an account owner, I report that our integration presents a 401 authentication error. We have already regenerated the API Key from the admin panel, but access is still rejected by your servers. I request technical support to validate whether there is a lock at the level of our App ID or a desync on your authentication systems."