Troubleshooting
Common problems with the integration and what to check first.
| Problem | What to check |
|---|---|
| A request returns 401 |
The X-ApiKey header is missing or the key is wrong.
If you integrate Prophy for several client organizations, each of them has its own key.
See Authentication.
|
| A request returns 400 |
A required field is missing, or authors_count doesn't match the number of authorN_name fields.
The error message lists what Prophy received.
See Manuscript upload.
|
| Authors or text are recognized wrongly |
Contact your Prophy account manager.
Include the origin_id and the debug_info field from the Manuscript upload response.
Prophy will find out why your manuscript was parsed incorrectly and try to fix it.
|
| JWT login doesn't work |
JWT Sub, Organization Code and the HS512 algorithm.
Generate the token when the editor clicks the button, not when the page loads.
See User login.
|
| You want to check your webhook endpoint before going live | Make the test webhook request. |
| A webhook doesn't arrive | The webhook logs on the Integrations dashboard: they show every delivery attempt with its status and error. |
If this doesn't help, contact your Prophy account manager or write to support@prophy.ai.
If your workflow doesn't fit the API as it is, tell us too. Real editorial offices work in many different ways, and we're happy to adapt.