Skip to main content

Troubleshoot Appstore Connector

Zuora

Troubleshoot Appstore Connector

To help you troubleshoot errors, common error messages on invoices that you might encounter while using the Appstore Connector app are provided. 

Generic Error Messages

The following table lists the error messages that are applicable to all Appstore Connectors types:

Error Message on Invoice Description
Invoice has invoice items from more than one invoice The connector does not know which invoice items to process first for a particular subscription.
Connector only supports month-based subscription terms The connector encounters subscriptions that are neither "Evergreen" nor "Monthly".
Termed subscriptions should not be set to auto renew for non-renewing apple receipts See Apple Receipts and Zuora Subscriptions for more information.
Cannot process invoice until earlier invoice of subscription has been processed Invoices must be processed in sequence based on creation dates. This is why the connector sorts invoices by the creation date before executing the processing logic.
No receipts found for subscription The connector cannot find a receipt for a subscription ID that it pulled off from a Zuora invoice.
Multiple 'Active' receipts found for subscription Multiple receipts are found by the connector with the same Subscription ID.
Expected one of the following renewal periods for a sandbox receipt: 5, 10, 15, 30, 60 minutes. The renewal interval for a sandbox receipt allows only the following values (in minutes): 5, 10, 15, 30, and 60. Make sure you use one of these values to schedule receipt renewal.
The data in the receipt-data property was malformed or missing. The JSON object that you have created and sent for verification is in the incorrect format.
You can not adjust the invoice balance from a negative amount to a positive amount. You cannot adjust a negative invoice balance to positive.

Error Messages Specific to Apple

The following error messages are specific to Apple Appstore Connectors:

Error Message on Invoice Description
No receipts found for subscription The connector cannot find a receipt for a subscription ID that it pulled off a Zuora invoice.
Can’t cancel active Apple subscription

The receipt is still in billing retry in the Apple App Store.

If the apple receipt is in billing retry, the Appstore Connector will not cancel the subscription. The next time the Appstore Connector is triggered, it will check if the subscription is still in billing retry. If the retry status has changed, it will cancel the subscription.

App receipt blank or has nothing in it The receipt is incorrectly generated and has nothing in it
Latest receipt info is not present The connector cannot find the information on the latest receipt.

Error Messages Specific to Amazon

The following error messages are specific to Amazon Appstore Connectors:

Error Message on Invoice Description
No receipts found for subscription The connector cannot find a receipt for a subscription ID that it pulled off of a Zuora invoice.
No Purchase Date on Receipt

No purchase date is found in the receipt.

Subscription cannot be termed The subscription should be set to "Evergreen".

Error Messages Specific to Google Play

The following error messages are specific to Google Play Appstore Connectors:

Error Message on Invoice Description
Latest receipt info is not present The Appstore Connector cannot find the information on the latest receipt.
Subscription cannot be termed The subscription should be set to "Evergreen".
No Purchase Date could be located on the Receipt

No purchase date is found in the receipt.

Error in API request to GooglePlay {response.body} Errors exist in the API request to Google Play. Check the API request and the configuration.
Missing Data: {field} is blank The indicated required field requires a value.