There are a lot of great features in Dotdigital which you can access through our API, so if you’re having issues with authenticating your API credentials you need to know what to do to get things back up and running as soon as possible.
Before you start
Things you need to know:
You must be an account owner or a user with the Can manage account permission enabled to create and manage API users. Learn more in Restrict and grant user access permissions.
Troubleshoot authentication problems
The possible reasons for an authentication failure of an API user are:
The credentials being used are incorrect.
The API user is locked.
The API user is disabled.
Incorrect credentials
The first thing to check is that you're using the correct username and password details when authenticating, especially if you are using the same API user for more than one purpose.
If you or a member of your team have recently changed your API password, it may not have been updated in all locations. One or more of your systems may still be trying to connect using an old password.
Change the password for an API user
Expand the User menu and select Settings.
Go to Access > API users.
Select the Edit icon to the right of the API user.
Enter the new password in the Password and Confirm password fields, ensuring they match exactly.
Select SAVE.
Update any system using this API user with the new password you have set.
Locked API user
Your API user becomes locked in either of the following circumstances:
You enter an invalid password for an API user five times
Your account is disabled.
Re-enabling the account does not automatically unlock an API user.
Unlock an API user
Expand the User menu and select Settings.
Go to Access > API users.
Select the Edit icon for the locked user. You can see if a user is locked by checking the Status column.
On the Manage user page, select Unlock.
If you’re unsure about or are unable to identify the reason that a user is locked, you can contact our Support team for assistance.
Re-enable an API user
Expand the User menu and select Settings.
Go to Access > API users.
Select the Edit icon to the right of the disabled API user.
Set the status of the user to Enabled using the radio button.
Select SAVE.
If, after double-checking, the authentication problem persists despite the fact that you think you're using the correct credentials and the API user is enabled, we'd recommend deleting the API user and creating a new one.