Troubleshooting and error codes
Orbit errors have a code like E-CAL-403. Find it below for the cause and the fix. If an error isn't here, contact support with the code.
| Code | Where | Meaning | Fix |
|---|---|---|---|
| E-AUTH-010 | Sign in | Your session expired (sessions last 14 days, or 1 hour on a shared computer). | Sign in again. If it keeps happening every few minutes: allow cookies for orbit.example, switch off “clear cookies on exit”, and check the computer's clock is correct. |
| E-CAL-403 | Google Calendar | Google refused calendar access for the chosen account (admin blocked third-party access, or permission not granted). | Choose an account allowed to share its calendar (e.g. the owner account), or ask the Workspace admin to allow Orbit, then connect again. Guide |
| E-CAL-409 | Google Calendar | Calendar already connected to another Orbit account. | Disconnect it there first. |
| E-PAY-402 | Card payments | Card declined by the bank. No charge made. | Try another card or contact the bank. |
| E-PAY-405 | Stripe | Live mode needs a payout bank account. | Add the bank account in Settings → Payments, save, then switch to live. |
| E-PAY-410 | Refunds | Refunds through Orbit need a connected Stripe account. | Connect Stripe, or record the refund manually. |
| E-SMS-001 | Notifications | SMS reminders aren't in the Starter plan. | Upgrade to Pro in Billing, then turn SMS on. Guide |
| E-SMS-002 | Notifications | Test SMS before SMS reminders were turned on and saved. | Turn on, Save, then test. |
| E-SMS-003 | Notifications | No SMS credit left and overage is off. | Turn on overage in Billing or wait for next month. |
| E-IMP-220 | CSV import | A required column (name, email, phone) is missing. | Add the column in a spreadsheet, save as CSV, import again. Guide |
| E-IMP-221 | CSV import | File has more than 5,000 rows. | Split the file. |
| E-INV-301 | Invoices | Customer has no email address. | Add an email to the customer, then send. |
| E-CUS-110 | Customers | Emailing a customer without an email on file. | Add an email in the customer's details. |
| E-BOOK-120 | Bookings | That staff member already has a booking at that time. | Choose another time or staff member. |
| E-EXT-301 | Chrome extension | Extension not connected to your account. | Settings → Apps → Sign in to the extension. Guide |
| E-APP-110 / 111 | Mobile app | Pairing code expired / not recognized. | Generate a new code; check the digits and the account. |
| E-PLAN-002 | Team | Team member limit of your plan reached. | Upgrade or remove a member. |
| E-PLAN-003 | Integrations | WhatsApp Business needs the Business plan. | Upgrade in Billing. |
| E-PLAN-004 | Google Calendar | Two-way sync needs Pro or Business. | Choose One-way, or upgrade to Pro and connect again. |
| E-TEAM-201 | Team | Email already on the team. | Nothing to do; change the role by removing and re-inviting. |
General checks
- Reload the page; many one-off problems go away.
- Check system status.
- Use a current Chrome, Edge, Safari or Firefox.
- Still stuck? Contact support and include the error code and what you clicked.