Common error messages
What the messages you are most likely to see actually mean.
"Your session has expired"
You have been signed out for security after a period of inactivity. Sign in again; nothing is lost, and a part-finished order is still there.
"File type not accepted"
The file is not one of the formats we handle, or its contents do not match its extension. See File format requirements.
"Upload failed"
The connection to storage was interrupted. Start the same upload again — completed parts are not re-sent. If it fails twice, see Troubleshooting upload issues.
"Access denied" or "Unauthorized"
You are signed in to an account that cannot see that page — commonly after following a link meant for a colleague, or a link to a staff page. Sign in with the account that owns it.
"Payment could not be completed"
The card was declined or the authorisation failed. Nothing has been charged. Check the card details, or use a different card; the order stays approved and can be paid at any time.
If a message is not on this list and is not self-explanatory, send us a screenshot with the order reference. The full message text is what lets us find it in the logs.