Testing and Troubleshooting User Profiles

# Table of contents

# Overview

Typically, it's fairly easy to troubleshoot a user profile in Iterable. You'll want to ensure that the user profile for a given userId or email has the most up-to-date information.

To view a user profile in Iterable, navigate to Audiences > Contact Lookup.

# Testing

To verify is the user profile is being generated and set with relevant information, go to Audience > Contact Lookup and search using either email address or their user ID (the search box will reflect the necessary field). This will return a matching user profile if the user exists.

# 1. Navigate to Contact Lookup

# 2. Look up your specific user

# Troubleshooting

# User profile not found in Iterable

1. Make sure you are looking in the correct project, user profiles created and updated with sandbox project won't appear in productions and vice versa.

2. Make sure you are setting an email after Iterable SDK is initiated.

# Update user profile is failing

The cause of this varies depending on several factors, the first of which is a record conflict. First, find out the unique identifier that your project uses. Read Project Types and Unique Identifiers to learn more.

For email-based projects, we recommend using email as the primary key when updating a user's profile. If you use userId, you may run into a duplicate record error as this field is non-unique in this project type.

# dataTypeMismatch while updating user profile

This error occurs when you pass a different data format for an existing field. Make sure all your data formats match when making an update user profile call.

# Invalid API key

Verify that your API key is valid. For more information about API keys, read API Keys.

# Error:4XX email already exists

You'll see this error when you make a POST /api/users/updateEmail call and propose a new email address that already exists on another user profile in your Iterable project.

# Duplicate users in Iterable

This can happen when apps aren't synchronized with updated user profile. When a user updates their email address on web app, this will update a current user with with an updated email address. If user's mobile app is not synchronized to get updated user profile, when user accesses mobile app later, register device token can create a new user with old email address.

Make sure you are not calling register device token method on outdated email address.