Error messages

Every message in Altrum says what failed and what to do. This page lists the ones you are most likely to see, word for word, so you can search for them. Each answer also carries a request reference: quote it when you contact support.

Signing in and access

Message	What to do
The email or password is incorrect. Check them and try again, or reset your password.	Check both, or reset your password.
You are not signed in, or your session has ended. Sign in again.	Sign in again. Sessions end after 8 hours idle or 7 days.
This link is invalid or has expired. Ask for a new one.	Invitation links last 7 days and reset links one hour, and each works once. Ask for a new one.
Your account is disabled. Ask an owner or admin of your organization to enable it.	Ask an owner or admin.
Your organization is inactive. Contact Altrum support to restore access.	Contact Altrum support.
Your role cannot do this. Ask an owner or admin of your organization.	See Members and roles.
Sign in with Google is not available right now. Use your email and password, or try again later.	Use your password, or try later.
Too many attempts. Wait N minutes and try again.	Wait for the time shown.

Members

Message	What to do
Only an owner can change an owner or make someone an owner. Ask an owner of your organization.	Ask an owner.
You cannot change the role of yourself. Ask another owner or admin of your organization.	The same message says “disable yourself” or “remove yourself” for those actions. Ask someone else.
An organization must keep at least one active owner. Make another member an owner first, then try again.	Make someone else an owner first.
That address already has an Altrum account. Ask them to sign in, or invite a different address.	One address belongs to one organization.
That address already has an open invitation. Resend it from the invitations list instead.	Use Resend under the members table.

AI systems

Message	What to do
Your organization already has an AI system with that name. Choose a different name.	Names are unique, ignoring capital letters.
The owner must be an active member of your organization.	Choose an active member as owner.
This AI system is still being set up. Try again in a few minutes.	Altrum is finishing a new AI system. Nothing is lost.

Assessments

Message	What to do
(Name) is working on this assessment. Try again when they are done, or after a few minutes if they have left.	Wait, or ask them.
This assessment can no longer be edited.	It was completed or closed. Start a new assessment.
This assessment has already been submitted.	Review its results instead.
The assistant is still answering the last message. Wait for it to finish, then send yours.	Wait for the reply.
The assistant is busy or cannot be reached. Your answers so far are saved: try again in a few minutes.	Try again later.
Your documents are still being read. Wait a minute, then send again.	Wait, then send.
Altrum has not identified any risks yet. Try again in a few minutes.	Choose Try submitting again later.

Guardrails

Message	What to do
Turn on at least one guardrail before applying.	Switch a guardrail on.
Save your guardrail settings first, then apply them.	Choose Save draft, then Apply.
Choose at least one of topics, or switch this guardrail off.	The guardrail named needs a list. The word changes with the guardrail.
The guardrail service is busy or cannot be reached. Your settings are saved: try again in a few minutes.	Your draft is kept and the previous version stays live. Try again.
The assessment is not complete yet.	Followed by the reason. Fix it, then Complete Assessment again.

AI Gateway

This is in development. Details may change before it is available.

When your application calls the AI Gateway and it refuses or cannot complete a request, the error comes back in the format of the API you called, so your SDK reads it as it reads any other error: OpenAI style on the OpenAI routes, Anthropic style on the Anthropic routes, Google style on the Google routes. Every error carries a request reference, in the x-request-id header and in the body where the format allows, and a code that stays the same between releases.

Code	Meaning	What to do
`invalid_request`	The request is not valid.	Read the message, fix the request and send it again.
`access_not_found`	The key is unknown, revoked or expired.	Check the key your application sends.
`organization_inactive`	Your organization is switched off.	Contact Altrum support to restore access.
`ai_system_inactive`	The AI system the key belongs to is inactive.	An owner or admin can switch it on again.
`gateway_disabled`	The AI Gateway is not part of your organization’s plan.	Contact Altrum support.
`model_blocked`	The key may not use this model.	Ask an administrator to allow it on the key.
`provider_blocked`	The key may not use this provider.	Ask an administrator to allow it on the key.
`not_found`	There is nothing at this path or for this model.	Check the address and the model name.
`rate_limited`, `request_limited`, `token_limited`	A rate limit on the key, the AI system or the organization was reached.	Wait for the limit to reset, or ask an administrator to raise it.
`budget_exceeded`	A budget on the key, the AI system or the organization is used up.	Wait for the budget to reset, or ask an administrator to raise it.
`guardrail_blocked`	A guardrail stopped the request. It was not sent to the model provider.	Remove or change the flagged content and send it again.
`response_blocked`	A guardrail stopped the answer. The request was fine and the answer was withheld.	Change the request, or ask for something different.
`guardrail_check_failed`	Altrum could not check the request or the answer against the guardrails, so the request was not sent or the answer was withheld.	Try again in a moment, and contact support if it keeps happening.
`payload_too_large`	The request has more text than can be checked against the guardrails.	Send less text at once.
`upstream_unavailable`	The model provider could not be reached.	Try again, or use a fallback model.
`internal_error`	The gateway failed to handle the request.	Try again, and quote the request reference if it keeps failing.

A guardrail error names the guardrails that fired and never your text, and says “this AI system” or “this organization” for whoever’s guardrails applied. For example:

Code	Message
`guardrail_blocked`	A guardrail on this AI system stopped the request (words-and-phrases). Remove or change the flagged content and send it again.
`response_blocked`	A guardrail on this AI system stopped the reply (words-and-phrases). Your request was fine: change it, or ask for something different.
`guardrail_check_failed`	Altrum could not check this request against the guardrails on this AI system, so it was not sent to the provider. Try again in a moment, and contact support if it keeps happening.
`guardrail_check_failed`	Altrum could not check the reply against the guardrails on this AI system, so it was withheld. Try again in a moment, and contact support if it keeps happening.

An error that comes from your own model provider keeps the provider’s message.

Something else

If a message is not here, it still says what to do. If it asks you to contact support, raise a ticket with the request reference: see Support.

Get started

Your organization

AI systems and assessments

Guardrails

AI Gateway

Reports

Help

Error messages

Signing in and access

Members

AI systems

Assessments

Guardrails

AI Gateway

Something else

​Signing in and access

​Members

​AI systems

​Assessments

​Guardrails

​AI Gateway

​Something else

Signing in and access

Members

AI systems

Assessments

Guardrails

AI Gateway

Something else