When something breaks
Find the symptom you are seeing. Every page here walks the checks in the order this catalogue recommends checking, not a record of how often each has turned out to be the actual cause, so you do not need to know an error code to start.
- The callback never arrives: a call returned 202, and nothing followed on your registered URL.
- Everything returns 401: every call fails the same way, not just one endpoint.
- The OTP never arrives: you requested an OTP and nothing reached the phone.
- Accepted, then nothing: discovery or linking started and stalled somewhere in the middle.
- Consent stuck in Requested: a consent request never moved to Granted or Denied.
If your symptom is not here, or you already have an error code in hand, the error codes reference is organised the other way, by code.
What to put in a support request
Raise it through Support, with:
| Include | Example |
|---|---|
| The API you called | POST /api/hiecm/gateway/v3/sessions |
The REQUEST-ID header you sent | 4f8a1c62-6a3b-4d0e-9d7c-2b1f0a5e8d31 |
The TIMESTAMP header you sent | 2026-08-24T09:14:07.412Z |
| The response you received | Status code and full body |
| What you expected instead | The behaviour the document describes |
Add the callback body if the call is asynchronous and a callback arrived. Never post an access token, a client secret, or a real patient's identifiers. Replace them with a placeholder.
REQUEST-ID is a fresh UUID you generate per request. It is the one value that
names the exact call you made, so log it and quote it.