Common account errorsUpdated 7 days ago
Here you'll find the most common error messages in your helpdesk - one of the first steps for many errors occurring in your browser (like freezing, lagging, latency) is clearing your cache and cookies (Chrome, Safari, Edge, Firefox) and restarting your device.
Your session has expired. You will be redirected to the login page in a few seconds.
This error usually happens if you open the same account in multiple tabs on the browser. To solve it try the following
- Perform a hard refresh of your web browser. This action clears cached information for a specific page without affecting the entire browser. It helps prevent the loss of relevant browser-cached information.
- For Windows users: hold down Ctrl and then press F5 on your keyboard.
- For MAC users: hold down ⌘ Cmd and ⇧ Shift and then press R on your keyboard.
- If the hard refresh doesn't resolve the issue, we suggest clearing the cache and cookies next. Additionally, make sure your browser is up to date.
- If the issue persists, try using incognito mode or a different browser. This step helps determine whether cached information has been cleared correctly.
- If the problem persists in the regular browser but not in incognito mode or a different browser, this indicates that some cached information is still present and needs to be addressed.
'pk is not a valid integer' error
You'll encounter this error when accessing a Gorgias link from a third-party app (i.e. A mail client like Outlook) that modifies the target URL. In this situation, copy and paste the URL from your app into the URL bar of your browser.
'Unable to fetch...' errors
In some situations, this can be related to any third-party software doing web filtering in your browser/network, which doesn't allow certain helpdesk features to load. Check with your provider to make sure all traffic from gorgias.com is whitelisted to solve the issue.
Can't connect to real-time updates
If you see a banner in Gorgias that says “Can't connect to real-time updates”, it means your browser can’t connect to the service that powers live updates, such as agent presence and typing status indicators, and agent online/offline status.
Real-time connection is critical for core Gorgias features like the auto-assignment of tickets to available agents. Without it, key functionality may be delayed or unavailable.
1. Check Browser Extensions
Browser extensions—especially ad blockers, privacy tools, or security plugins—may block domains required for real-time communication.
Make sure no extension is blocking pubnubapi.com or any of its subdomains.
To test this:
- Temporarily disable all extensions.
- Reload the Gorgias app.
- If the banner disappears, re-enable extensions one by one to find the source of the conflict.
2. Check Firewall or Network Restrictions
If you’re on a managed network (e.g., corporate, VPN), firewall rules may block access to real-time update services
Ask your IT team to ensure that the following domains are not blocked:
1gorgias-0.pubnubapi.com2gorgias-1.pubnubapi.com3gorgias-2.pubnubapi.com4gorgias-3.pubnubapi.com5gorgias-4.pubnubapi.com6gorgias-5.pubnubapi.com7gorgias-6.pubnubapi.com8gorgias-7.pubnubapi.com9gorgias-8.pubnubapi.com10gorgias-9.pubnubapi.com
Alternatively, your IT team can add *.pubnubapi.com to an allowlist
3. Clear your browser cache and cookies, try incognito mode
If the issue persists for specific users, ask them to clear their browser cache and cookies (Chrome, Safari, Edge, Firefox). If connected to the internet using Wi-Fi, try again using a wired connection.
Additionally, try sign in to Gorgias using your browser's private or incognito mode. If you cannot reproduce the issue using incognito mode or a different browser, the issue may be caused by a security implementation preventing the helpdesk from running correctly.
4. Contact Support
If the issue persists after checking extensions, network restrictions, and clearing your browser, then contact Gorgias support. Please provide us with details about your browser, extensions, and network setup.
