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Troubleshooting

Solutions for the problems that partners see most frequently.

Access

HTTP 401 Partner {partner_id} not found (ip /{address}).

  • Check the partner ID in the URL. Test and production partner IDs are different.
  • Check that the request comes from an IP address of your list. The response shows the address that MEGOGO sees. If you changed the addresses of your servers, send the new list to supportpartners@megogo.net. A change can take some minutes.

HTTP 406 with an empty body. The HTTP method is not correct. user/changeCredentials needs POST, all other requests need GET.

Subscriptions

The subscription is active in your billing, but not in MEGOGO. Get user/subscriptions. If the subscription is not there, send subscribe. See Reconciliation.

unsubscribe gives "successful": true, but the subscription is still active. You used a different service ID of the same MEGOGO subscription. Send unsubscribe with the service ID from user/subscriptions.

The subscriber has a longer period than paid. A retry of subscribe added one more period. Check user/subscriptions before each retry. See Retries.

The end date moved one period forward after resume. There was no suspended subscription: resume worked as subscribe. Send resume only after your own suspend.

After resume, the time that was left did not come back. You sent subscribe or unsubscribe while the subscription was suspended. After suspend, send only resume.

The subscription is not in user/subscriptions, but the subscriber had it. It is suspended, or it was stopped. Check your log of requests.

Identifiers

The subscriber has two MEGOGO users. Your requests sent the identifier in different forms, for example with a space at the start. Send the identifier always in the same form. To join two users, tell MEGOGO support.

user/subscriptions gives User not found. MEGOGO has no subscriber with this identifier. Check the identifier.

Sign-in

The subscriber cannot sign in.

  1. Get user/innerId. If there is no email, the subscriber has no login: send user/changeCredentials.
  2. If email is not the login that you show, the subscriber changed it in the MEGOGO profile. Show the login from user/innerId.
  3. Set a new password with user/changeCredentials and the current login.

Other users already have this email. Another MEGOGO user has this login, for example a user that registered in MEGOGO directly. Make a different login.

Support

If the problem stays, send an e-mail to supportpartners@megogo.net. See Operations.

Guide version 1.0.2, 2026-11-08 · Report a problem on this page