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Start by identifying where the issue is happening:
  • before the authorization is created
  • while answers or documents are still missing
  • during preview or submit
  • after the submission enters async processing

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Authentication errors

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401 or 403

This usually means the wrong API key is being used for the selected environment. Check:
  • sandbox key against https://api.sandbox.trycollate.ai
  • production key against https://api.trycollate.ai
  • Authorization: Bearer <API_KEY> is present on every request

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Authorization stays in needs_input

needs_input means Collate still sees one or more blockers. Check the authorization’s requirements object for:
  • missing required questionnaire answers
  • required supporting documents
  • blocking issues
  • open requests for additional information that still need resolution
Use Authorization lifecycle for the state model and File uploads if documents are required.

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Preview is not submittable

If preview returns submittable = false, the authorization is not ready to submit yet. Review:
  • requirements.questions
  • requirements.documents
  • requirements.issues
Preview is the explicit readiness check. It does not submit the case.

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Submission attempt stays pending

Submit is asynchronous. After POST /submit, poll the returned submissionAttemptId until the attempt becomes:
  • completed
  • failed
If the attempt remains pending, keep polling and avoid re-submitting the same case unless you are intentionally creating a new submission action.

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Submission attempt failed

When a submission attempt fails, the authorization returns to a submittable state after failure cleanup. Review:
  • the latest authorization state
  • current requirements
  • recent timeline entries
Then correct any remaining blockers and submit again with a fresh idempotency key.

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A case moves to action_required

action_required means the payer requested more information before making a decision. Resolve the action by:
  1. reviewing the authorization timeline and action details
  2. attaching any required documents
  3. sending the action-resolution request with the required attachment IDs
See Authorization lifecycle for the exact transition back to ready_to_submit.

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Unsupported template selection

If you receive an unsupported_case style error, your routing input did not match a supported payer template. Double-check:
  • payer identifier
  • plan type
  • insurance state
  • service code and code system

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Need more help?

Gather this context before escalating:
  • environment used
  • endpoint and request timestamp
  • authorization ID, if one exists
  • submission-attempt ID, if one exists
  • sanitized response payload or error body
For active deployments, share that information through your Collate support contact so the team can triage quickly.