Webhooks not arriving

When a webhook doesn't reach your app, the endpoint's delivery log usually says why. Webhooks are on Premium and Business, and the workspace owner and the project's Admins can see them.

These are the webhooks that send your testimonials to your own app. If a Smart Invites webhook from your store isn't inviting customers, see Smart Invites webhook not inviting customers.

Check this firstCopy Anchor Link

Open the delivery log: open the project, click the gear icon (Project Settings) next to its name at the bottom of the sidebar, choose the Developer tab, then Webhooks. Click Logs on the endpoint. A form's webhook is listed there too, named Form: and the form's name.

Find the event you expected, by its Event and when it was Created, and read its Status:

Click View on any delivery to open Delivery details: the payload, the URL it went to, the Last error, and your endpoint's response.

To check that your endpoint can be reached at all, click Send test on it. The result shows straight away, such as Test delivered (200) or the error your endpoint returned. Tests don't appear in the delivery log, and they work only while the endpoint is ACTIVE.

If nothing was sentCopy Anchor Link

ReTestimonial decides when an event happens which endpoints get it. Nothing is queued when:

• The endpoint doesn't subscribe to that event. Each change sends its own event: approving a testimonial sends testimonial.approved, not testimonial.created. Choose Edit endpoint in the endpoint's menu and tick the events you need. Webhooks lists when each one is sent.
• The testimonial arrived through a file import or a review sync. While Include bulk imports and review sync events is off, as it is for a new endpoint, the endpoint gets no event when an import or a sync brings testimonials in, or when an import is undone. What you do with one of them later (approve, edit, archive, delete) is always sent. Tick the setting in Edit endpoint if you want the arrivals too.
• The event happened before the endpoint could get it. Events aren't sent again later: an endpoint gets nothing from before it was added, before you ticked an event or the bulk imports setting, or from while it was DISABLED or SUSPENDED (plan). Replay resends only deliveries that are already in the log.
• It's a form's webhook. It sends only testimonial.submitted, only for its own form's submissions, and only while Enable webhook is on in the form builder. Submissions that arrive while it's off are never sent. See Send a form's submissions to a webhook.

If deliveries stay pendingCopy Anchor Link

A PENDING delivery is waiting. Check the endpoint's status badge:

• PAUSED: events keep queuing, and Queued while paused in the Delivery log card counts them. Choose Activate endpoint in the endpoint's menu to send them.
• SUSPENDED (plan): your plan changed. See If your plan changed.
• ACTIVE: the delivery is waiting for its next try after a failure (after 1 minute, 10 minutes, then 1 hour), or for its turn. Each endpoint gets a limited number of deliveries an hour, so after a large import the rest wait; Delivery details then shows Deferred. They go out on their own.

If deliveries failCopy Anchor Link

A delivery is marked FAILED after four attempts. The HTTP column and Last error in Delivery details say what went wrong:

• An HTTP status code such as 401, 403 or 404. Your endpoint answered, but refused the request. A 401 or 403 is usually your signature check: see the next section. A 404 or 405 means the URL is wrong, or the address doesn't accept POST requests.
• The request timed out. Your endpoint must answer within 10 seconds. Send the 2xx answer first and do slow work afterwards.
• A redirect. Redirects aren't followed and count as failures. Use the final address, for example with the right https://, www or trailing slash.
• Could not resolve hostname or Hostname resolves to a private IP address. The URL's domain must resolve to a public internet address. localhost, private networks and internal names are refused.
• A firewall or bot protection in front of your server can block the requests. Its response shows in Delivery details; allow requests to your webhook's address through it.

Once it's fixed, click Retry on a delivery, or Replay to resend all the failed and canceled ones. See Set up a project webhook.

If your signature check rejects themCopy Anchor Link

If your receiver checks the X-Signature header and rejects good requests:

• Use the current secret. After Regenerate signing secret, the old secret stops working at once and deliveries that were still waiting are canceled. Put the new secret in your receiver, then click Replay.
• Use the whole secret, including its whsec_ prefix, as plain text.
• Sign the raw body, exactly as it arrived, before any JSON parsing.
• Check the header's t for freshness, not the body's timestamp. timestamp is when the event happened and stays the same on every retry, so a check on it rejects every retry as too old. After 15 failed attempts in a row, the endpoint is disabled.
• Keep your server's clock in sync, so fresh requests don't look old.

Webhook signatures, headers and payloads has a working example.

If the endpoint was disabledCopy Anchor Link

After 15 failed attempts in a row, an endpoint turns itself off: its badge says DISABLED, and Auto-disabled after 15 consecutive failures, with the last error, shows under it. The deliveries that were still waiting are canceled, the workspace owner gets an email, and the owner and the project's Admins get a notification.

If the first attempt of a delivery got through and your receiver turned the retries away as too old, it's checking the body's timestamp, which is the same on every retry: check the t in the X-Signature header instead (see If your signature check rejects them).

Fix your receiver first, then choose Activate endpoint in the endpoint's menu and click Replay to resend the canceled deliveries. Events from while it was disabled weren't queued, so they can't be replayed.

If your plan changedCopy Anchor Link

• Your plan no longer includes webhooks. Every endpoint is suspended, and the Webhooks tab shows Developer Webhooks with Upgrade to unlock. Your endpoints are listed under it as Saved endpoints, where you can delete one. They're kept, with their waiting deliveries.
• Your plan allows fewer endpoints. Your oldest endpoints keep working, and the newer ones show SUSPENDED (plan).
• After you upgrade, suspended endpoints resume on their own when you next open the Webhooks tab, or at the next daily check, and send the deliveries that were waiting. You can't activate a suspended endpoint yourself.

To change plans, see Plans and pricing.

Still not arriving?Copy Anchor Link

Contact us and include:

• the project's name and the endpoint's name;
• the event you expected, and when the change happened;
• the delivery's id from its payload in Delivery details, and its Last error, if there's a delivery.

Next stepsCopy Anchor Link

• Set up a project webhook
• Webhook signatures, headers and payloads
• Webhooks