> For the complete documentation index, see [llms.txt](https://docs.mdintegrations.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.mdintegrations.com/partner/troubleshooting/common-errors-and-resolutions.md).

# Common Errors & Resolutions

Diagnose frequent API, webhook, pharmacy, and Shopify integration issues.

Use this guide to diagnose recurring integration issues. Before escalating, check the environment, the request ID, and any relevant resource ID — most of the symptoms below trace back to one of those three things.

| Symptom                                                     | Likely cause                                                                               | Resolution                                                                                                             |
| ----------------------------------------------------------- | ------------------------------------------------------------------------------------------ | ---------------------------------------------------------------------------------------------------------------------- |
| `401 Unauthorized` on API calls                             | The bearer token expired or is missing.                                                    | Re-authenticate with the token endpoint and retry with a fresh token.                                                  |
| `404 Not Found` for a known Patient, Encounter, or Offering | The ID and credential belong to different environments.                                    | Use a credential from the same environment where the ID was created.                                                   |
| `422` when creating or forwarding a message                 | The message targets the wrong channel.                                                     | Create patient messages on the Patient Channel, not a Support or Internal Channel.                                     |
| Prescriptions do not reach a pharmacy in Sandbox            | Sandbox never sends prescriptions to real pharmacies.                                      | Use an approved Live test with a clearly named `TEST` patient.                                                         |
| Webhooks retry repeatedly or arrive more than once          | The endpoint does not return `2xx` quickly, or duplicate events are not handled.           | Return `2xx` immediately, process asynchronously, and make event handling idempotent.                                  |
| Shopify product associations disappeared                    | The app was disconnected, or its API credentials changed. Both clear product associations. | Re-map every product to its intake form and Offering. Treat reconnection and credential changes as disruptive actions. |
| Intake link is missing in Shopify                           | A required app block is absent, or the purchased product lacks an intake-form mapping.     | Add both required app blocks and confirm the product mapping in the Partner Portal.                                    |
| An unapproved patient received a shipment                   | Fulfillment used payment status instead of the MDI order tag.                              | Ship only when the Shopify order tag is `MDI Completed`. Train fulfillment teams on all four tags.                     |

{% hint style="info" %}
When you contact support, include the request ID, environment, expected result, actual result, and relevant resource IDs — that context lets the team reproduce the issue instead of guessing at it. Do not include protected health information.
{% endhint %}


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