--- title: Troubleshooting your white-label portal description: Lists the most common white-label problems, from DNS and certificates to token sign-in and the Partner API, with the cause and what to do. --- [Skip to content](https://knowledge.qvalia.com/white-label-troubleshooting#main-content) - [English](https://knowledge.qvalia.com/white-label-troubleshooting) - [Svenska](https://knowledge.qvalia.com/sv/felsok-white-label-portalen) English Show submenu for translations [Submit a ticket](https://knowledge.qvalia.com/kb-tickets/new?hsLang=en) [Customer portal](https://servicedesk.qvalia.com/tickets?hsLang=en) ![Qvalia Logo New Blue transparent.png\]](https://knowledge.qvalia.com/hs-fs/hubfs/Qvalia%20Logo%20New%20Blue%20transparent.png?height=24&name=Qvalia%20Logo%20New%20Blue%20transparent.png) Open main navigation Close main navigation - - [English](https://knowledge.qvalia.com/white-label-troubleshooting) - [Svenska](https://knowledge.qvalia.com/sv/felsok-white-label-portalen) English Show submenu for translations - [Submit a ticket](https://knowledge.qvalia.com/kb-tickets/new) - [Customer portal](https://servicedesk.qvalia.com/tickets) How can we help you? - There are no suggestions because the search field is empty. 1. [Knowledge base](https://knowledge.qvalia.com/?hsLang=en) 2. [Partner](https://knowledge.qvalia.com/partner?hsLang=en) # Troubleshooting your white-label portal ## Most white-label problems come from a DNS record added at the wrong time, a sign-in parameter that does not match the account, or a feature that is not active on the account. Find your symptom below. Check the service status at [qvalia.com/system-status](https://qvalia.com/system-status) first if several customers are affected at the same time. ### Domains, certificates and DNS Symptom Cause What to do Your hostname shows an error page The routing record was added before Qvalia released the portal Wait for Qvalia to confirm the release. Keep the record and notify Qvalia so the hostname can be verified. The certificate was never issued The validation record was not added within 24 hours, and the certificate request expired Contact Qvalia to get a new validation record, and add it within 24 hours. The validation record is added but the certificate is still not issued The name was entered with the domain twice, the underscore is missing, or your CAA records do not allow Amazon as certificate authority Check the record with `dig CNAME +short`. If your DNS provider appends the domain, enter only the part before it. Allow `amazon.com` in your CAA records. The portal worked but has become unreachable, with a certificate error The validation record was removed, so the certificate could not be renewed Add the validation record again and notify Qvalia. Keep it permanently. Your DNS provider will not accept the routing CNAME The hostname already has A or AAAA records, or you are using the bare apex domain Remove the existing A and AAAA records for the hostname. Use a subdomain, for example `portal.your-brand.com`. A DNS correction takes long to take effect The TTL on the record is long Use a short TTL, for example 300 seconds, during setup. ### Sign-in Symptom Cause What to do The portal does not load inside your application The portal cannot be embedded, for example in an iframe. Its security policy blocks framing. Open the portal in a new browser tab or window from a button or link. A user cannot sign in with Qvalia portal login The user does not exist on the account Create the user through the Partner API. The email address is the username. Token sign-in is rejected The `email` parameter does not match a user on the account exactly Use the same email address as the user created through the Partner API. Token sign-in is rejected The `wl` parameter does not match `whiteLabel.wl_partners`, or the `whiteLabel` feature is not active on the account Add `whiteLabel` with your partner alias to the account's `appFeatures`. Token sign-in is rejected The `account` parameter is not the account's `accountRegNo`, or the parameter values are not URL-encoded Send the `accountRegNo` and URL-encode all values, in particular the email address. Token sign-in is rejected on an account that uses single sign-on The account is set up for single sign-on through Qvalia, which always takes precedence Use either token login or single sign-on on the account, not both. A saved or bookmarked login link stops working The token in the link is short-lived by design Start the hand-off from your application again. Your backend should issue a new token for every hand-off. Token sign-in fails after a key change Qvalia does not have your new public key yet Send the new public key to Qvalia before you switch, so both keys are valid during the change. ### Partner API and data in the portal Symptom Cause What to do You cannot manage an account through the API API integration is not active on the account Activate `apiIntegration` in the account's `appFeatures`. The API returns `429` The rate limit for the account has been reached Wait the number of seconds in `Retry-After` before retrying. Invoices created in the portal show the wrong bank account Another bank account is marked `is_default` Mark the right bank account as default. Only one default is allowed. Fields disappear from a Peppol identifier after an update Peppol identifiers are updated with a full-object `PUT` Read the current object first, then send the complete changed version. A user who has left can still sign in The user has not been removed from the account Remove the user through the Partner API, and keep users in sync with your own system. ### If it still does not work - Check each record and parameter one last time against [How to set up domains and DNS](https://knowledge.qvalia.com/white-label-domains-and-dns?hsLang=en) and [How to choose a sign-in method](https://knowledge.qvalia.com/white-label-sign-in-methods?hsLang=en). - Have your partner alias, the environment (test or production), the hostname, the `accountRegNo`, the user's email address, the time of the attempt and any `type` code from the API ready. Never send tokens, API keys or private keys. - Contact your Qvalia partner manager, or reach Qvalia Support via [qvalia.com/contact-support](https://qvalia.com/contact-support). - [General](https://knowledge.qvalia.com/general?hsLang=en#main-content) - [Peppol](https://knowledge.qvalia.com/general?hsLang=en#peppol) - [Partner](https://knowledge.qvalia.com/partner?hsLang=en) - [Logs and monitoring](https://knowledge.qvalia.com/logs-and-monitoring?hsLang=en) - [Integrations](https://knowledge.qvalia.com/integrations?hsLang=en) - [Invoice management](https://knowledge.qvalia.com/invoice-management?hsLang=en) - [Order management](https://knowledge.qvalia.com/order-management?hsLang=en) - [Data management](https://knowledge.qvalia.com/data-management?hsLang=en) - [Security and compliance](https://knowledge.qvalia.com/security-and-compliance?hsLang=en) - [Account](https://knowledge.qvalia.com/account?hsLang=en) - [Troubleshooting](https://knowledge.qvalia.com/troubleshooting?hsLang=en) [![Chill listening crop-3](https://knowledge.qvalia.com/hs-fs/hubfs/Qvalia%20Logo%20New%20Blue%20transparent.png?width=107&height=24&name=Qvalia%20Logo%20New%20Blue%20transparent.png "Chill listening crop-3")](https://qvalia.com/) Knowledge base Copyright © 2025, Qvalia