Testing and Troubleshooting User Profiles

# Table of contents

# Overview

Typically it is fairly easy to troubleshoot the User Profile within Iterable. You will just want to ensure that the correct userId or email has the most up to date information from your testing. You can view individual user profiles in Iterable by going to Audiences > Contact Lookup Section as shown below.

You will also want to confirm:

• You are using the correct userId or email.
• You do not have any duplicate IterableAPI.email = "user@example.com" calls.
• You have the correct API key for that project.
• That API key has userUpdate priviledges.

# Testing

To verify is the user profile is being generated and set with relevant information, go to Audience > Contact Lookup > Enter Test Email Address and search. This should return a user profile with email address and userId (if set).

# 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

We recommend using email id as primary key when updating user's profile. If you use userId as a primary key to update user'r profile, you may run into duplicate record error.

# dataTypeMismatch while updating user profile

This error occurs when you pass a differnt data format for an existing field. Make sure all your data formats match when making 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

If you are updating existing user with new known email address, make sure you are using 'merge': true in the request. This will merge new data with existing user without trying to create or override existing user fields.

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Make sure you are not calling register device token method on outdated email address.