Error & Support Code Reference
StackJack surfaces errors in three distinct places, each with its own format. This page maps all three and provides the full reference for the portal's SJ- support codes — the codes you'll see on portal error screens and are asked to quote to support.
The three error surfaces
| Where you are | What an error looks like | Reference |
|---|---|---|
| Signing in / using the portal | A titled message card with a support code like SJ-ACCESS-REVOKED and a Contact Support button |
This page |
| Your AI tool connecting to StackJack | An HTTP 401/403 with a short JSON body, before any tool works | Tool Errors and Troubleshooting |
| A tool call made by your AI | A structured JSON envelope with an errorType (like rate_limited or monthly_limit_exceeded) and a correlationId |
Tool Errors and Troubleshooting |
Two identifiers matter when contacting support:
- Support codes (
SJ-…) appear on portal error screens. The Contact Support button on those screens prefills an email to support@stackjack.io with the code, your workspace, your user, and the page — use it, and everything support needs is already included. correlationIdappears in tool-call error envelopes inside your AI conversation. It pinpoints the exact request in StackJack's telemetry; quote it verbatim.
Portal access states
Shown when you can sign in but can't (fully) use the portal. These are states, not faults — each has a specific resolver, usually your workspace administrator.
| Code | What it means | What to do |
|---|---|---|
SJ-ACCESS-AWAITING-APPROVAL |
Your identity is recognized, but an administrator hasn't approved your portal access yet. | Ask your administrator to approve you on the Team page. |
SJ-ACCESS-NO-TOOLS |
You're approved, but no tools have been assigned to you yet. | Ask your administrator to assign your tools. |
SJ-ACCESS-REVOKED |
Your access to this workspace is no longer active. | Ask your administrator to re-enable or re-invite you. |
SJ-ACCESS-NO-TENANT |
Your identity couldn't be matched to any StackJack workspace. | Try signing in again; contact support with the code if it persists. |
See Approving New Members for the admin side of these states.
Sign-in errors
Shown on the dedicated sign-in error page when authentication itself fails.
| Code | What it means | What to do |
|---|---|---|
SJ-AUTH-OIDC-REMOTE-FAILURE |
The identity provider couldn't complete your sign-in. | Try again; contact support with the code if it continues. |
SJ-AUTH-GENERIC |
Sign-in failed for an unclassified reason. | Try again; contact support with the code if it continues. |
Connector authorization errors
Shown when a connector's browser-based authorization flow (for example, signing in to HaloPSA or NinjaOne to connect it) doesn't complete.
Access and eligibility:
| Code | What it means | What to do |
|---|---|---|
SJ-MEMBER-NOT-AUTHENTICATED |
You weren't signed in to StackJack when starting the flow. | Sign in, then retry. |
SJ-MEMBER-NOT-A-MEMBER |
Your identity isn't approved for this workspace's member connector flow. | Ask your administrator to invite or approve you. |
SJ-MEMBER-ACCESS-REVOKED |
Your workspace access was revoked. | Ask your administrator to restore it. |
SJ-MEMBER-CONNECTOR-NOT-ASSIGNED |
You have no tools assigned for this connector. | Ask your administrator to assign the connector's tools to you. |
SJ-MEMBER-TENANT-NOT-FOUND |
Your workspace couldn't be resolved for this flow. | Sign in again; contact support with the code if it persists. |
SJ-OWNER-IDENTITY-CHANGED |
Your sign-in identity doesn't match the identity on record for this account — usually because the identity provider re-created your login (a new underlying user id for the same email). | Do not create a new account, and don't just sign in again (that won't fix it). Contact support with the code below so an operator can relink your identity to this workspace (identity repair). |
SJ-OWNER-ACCESS-REQUIRED |
This particular setup flow is owner-only. | Use the member connector flow, or ask the workspace owner to configure it. |
SJ-OAUTH-NOSUB |
The connector needs an active subscription before it can be authorized. | Activate the connector subscription first. |
SJ-OAUTH-INACTIVE |
The connector subscription isn't currently active. | Reactivate it or contact your administrator. |
About
SJ-MEMBER-TENANT-NOT-FOUND. This usually clears on a fresh sign-in — a recent role or ownership change (for example, being made a co-owner) now resolves automatically. If it keeps appearing after you sign in again, your identity may need a one-time link repair: contact support with the code (or ask your workspace administrator), and it can be fixed.
Flow and session problems (usually fixed by simply restarting the authorization):
| Code | What it means |
|---|---|
SJ-OAUTH-EXPIRED-STATE |
The authorization session expired before completing. |
SJ-OAUTH-INVALID-STATE |
The session state couldn't be verified — often a stale link or interrupted session. |
SJ-OAUTH-MISSING-PARAMS |
The provider's response was incomplete. |
Provider-side problems:
| Code | What it means | What to do |
|---|---|---|
SJ-OAUTH-TOKEN-EXCHANGE-FAILED |
The provider errored while exchanging the authorization code. | Retry; contact support with the code if it repeats. |
SJ-OAUTH-MISSING-REFRESH-TOKEN |
The provider accepted the sign-in but returned no refresh token, so the session couldn't be made durable. | Enable offline_access (or the provider's equivalent persistent-token scope) on the API application, then retry. The error screen gives provider-specific steps for HaloPSA and NinjaOne. |
SJ-OAUTH-CONNECTOR-DENIED |
The authorization was denied before completing. | Retry and approve the requested access. |
SJ-OAUTH-UNAUTHORIZED |
The provider rejected the request — credentials revoked or the API application is misconfigured. | Verify the provider-side API application settings and retry. |
SJ-OAUTH-UNSUPPORTED-CONNECTOR |
This connector doesn't support the requested flow. | Use the connector's supported setup method. |
SJ-OAUTH-INVALID-CONNECTOR |
The flow referenced an invalid connector type. | Restart from the portal; contact support if it repeats. |
SJ-OAUTH-UPSTREAM |
The provider returned its own error, shown on screen. | Retry; contact support with the code if it keeps failing. |
SJ-OAUTH-GENERIC |
The flow failed for an unclassified reason. | Retry; contact support with the code if it keeps failing. |
Feature-gate errors in your AI tool
If your AI calls an automation platform tool (stackjack_run_agent, stackjack_list_agents, stackjack_get_run_transcript) and your workspace doesn't have Agentic Orchestration enabled, it receives a feature_disabled error stating that Agentic Orchestration is not enabled for this tenant. This feature is enabled per workspace by StackJack on request — see Enabling Automations.
Other code families you may encounter
Automation-related surfaces use additional SJ- prefixed codes (for example SJ-WIZ-… from the automation wizard and SJ-AGENT-… on automation pages, documented in the Automations section), and support-side processes have their own internal codes. The rule is universal: any code starting with SJ- is safe to share and exactly what support wants to see — it carries no secrets and identifies the precise failure path.