Troubleshooting

Why. Sortr leaves a server the people who run Sortr have blocked, whoever adds it, and a server added by an account they have blocked. It keeps nothing about the server. When a server is blocked while Sortr is in it, its owner first gets a direct message: "Sortr has left … because it was blocked for breaking Sortr's Terms. To challenge this, write to team@sortr.xyz.", with the server's name. If Sortr could not leave a blocked server, it refuses everything there, in Discord with "Sortr isn't available to this server.", the dashboard refuses the server's settings, and Sortr tries to leave again.

Fix. To ask about a block or challenge it, write to team@sortr.xyz. If neither the server nor your account is blocked, check the server's audit log in Discord to see who removed Sortr, then add it again through Add Sortr in the dashboard. See Add Sortr to your server.

Why. "Sign-in did not go through. Wait a few minutes, then try again." covers every sign-in that did not go through, including too many of them: each Discord account can sign in 10 times in a row, then gets one more sign-in every six minutes, and one internet address 40 times in a row, then one more every 90 seconds. "That sign-in did not start here, so it was stopped. Try again." means the sign-in was started in another browser or took longer than ten minutes. A plain page saying "Too many requests. Try again in … seconds." means sign-ins were started too many times in a minute from your internet address. "This Discord account can't use Sortr. If you think this is a mistake, write to team@sortr.xyz." means the people who run Sortr have blocked the account.

Fix. Wait a few minutes, then press Continue with Discord once. An account keeps its 10 newest sessions, so signing in on an eleventh device signs the oldest one out. For a blocked account, write to team@sortr.xyz. If it keeps failing, get help.

Why. Discord has refused a great many of Sortr's requests in a short time, so Sortr pauses for a few minutes, in every server, to stay within Discord's limits. Meanwhile changes in the dashboard answer "Sortr is pausing its calls to Discord for a few minutes. Try again shortly.", and a message box's @ list offers roles only. Anything pressed or run in Discord gets "Sortr is pausing for a few minutes. Try again shortly." Automatic closes and deletes wait, and most event log entries are recorded but not posted. Reading your settings still works.

Fix. Wait a few minutes, then try again.

Why. The dashboard lists only servers you own or where you have the Administrator permission. Manage Server is not enough. The list is also kept for about a minute.

Fix. Ask the owner for a role with Administrator, then press Sync from Discord. Check you signed in with the right Discord account. See The dashboard.

Why. The server's owner has switched on Discord's Require 2FA for moderator actions, and your Discord account does not have two-factor authentication (2FA) on, or Sortr has not seen it yet. In such a server only the owner, and Administrators with 2FA on, can manage Sortr. The server's card under Your servers shows this sentence instead of Manage, and its screens answer with it too. A transcript link from that server shows "Two-factor authentication required".

Fix. Turn on 2FA for your account in Discord's user settings, then press Sync from Discord at the top of Your servers. Sortr checks again within a minute anyway. If you cannot use 2FA, ask the owner to make the change. See Servers that require 2FA.

Why. The card says "Sortr is not in this server yet": the bot was never added, or was removed. Saving says "Sortr is not in this server, so its settings cannot be changed right now."

Fix. Press Add Sortr, approve the permissions Sortr uses on Discord's screen, then press Check again on the server's page. Earlier settings and tickets are still there. See Add Sortr.

Why. Something a panel needs is out of Sortr's reach: its role is missing one of the 18 permissions tickets use, or a panel uses a category or channel Sortr cannot work in, usually a private one its role isn't let into. The warning, at the top of the server's page and of every panel's editor, says "Tickets there may not open, move or log as set up. Let Sortr's role into each place named here, and re-add Sortr for a missing permission." It names each, for example "Sortr's role is missing Pin Messages." or "Support opens tickets in a private category: Sortr needs View Channel, Manage Channels there.", six at most, then "And 2 more." With nothing out of reach, there is no warning at all.

Fix. For a missing permission, press Re-add Sortr. Discord's page opens with your server picked and asks again for the permissions Sortr uses; confirm it. Sortr stays in the server with its panels and tickets. Or give Sortr's role the permission in Discord under Server Settings › Roles. For a private category or channel, let Sortr's role in, in that category's or channel's own permissions in Discord, with what the line names. Then press Check again. See Private categories and channels.

Why. Something in the panel would be refused by Discord, or would not do what the screen shows: an empty message, embeds over 6,000 characters, an emoji that is not one, a form with no questions or no title, a Google Sheet with no Tab, an option set to Only these roles with no role picked, support hours with no days or with a time zone Sortr does not recognise ("Support hours: the time zone is not one Sortr recognises. Pick one from the list."). The bar names the screen and the problem, for example "Ticket buttons · Close ticket: Discord does not accept :shortcodes:. Paste the emoji itself."

Fix. Fix it on the screen named. The next problem, if any, takes its place. Every check is listed on Formatting.

Why. The panel changed while you were editing, and Sortr will not write over that without asking. Usually another admin saved it. Sortr counts too: when it creates a category for a full list, it adds that category to the panel.

Fix. Press Keep my changes to replace the saved version with yours, or Load their version to drop yours. Keep my changes keeps a category that was added to a list in the meantime, at the end of that list, and a note says "A category was added to Destination category while you were editing, so your save kept it." See Destination category.

Why. When a save picks a role for Sortr to give or take away, grants a permission in tickets, or lets more members reach a role the panel gives, Sortr checks it first. That covers the role changes under Who can see it, an option's Access and roles, blocked roles and who can use /new.

• "… has moderation permissions, so Sortr will not give it. Pick a role without them.": Sortr never gives a role with moderation powers, so picking one to give is refused for everyone, the server owner included. The powers are listed under Roles are not given below.
• "… is a support role, so whoever gets it could read other members' tickets. Pick a role that isn't one.": the role is on Who can see it of this panel or another panel in the server, so giving it would let members read tickets. This is refused for everyone, the server owner included.
• "Only roles below your highest role can be picked for Sortr to give or take away, and … is not.": an Administrator who is not the server owner cannot pick a role at or above their own highest role, the same as in Discord.
• "Only the server owner can let more members get "…", because it is above your highest role. This save would do that by …": the panel already gives that role, and your save would let more members reach it, for example by "letting more members use the "Billing" option" or "removing a blocked role". An Administrator who is not the server owner cannot widen who gets a role at or above their own highest role, even one saved long ago.
• "Picking a role for Sortr to give or take away needs Manage Roles in this server." or "You cannot grant … in tickets because you do not have it in this server.": Discord no longer sees you as an Administrator in that server.
• "Sortr could not check your permissions in this server just now. Try again in a moment.": Discord did not answer in time.

Fix. Pick a role without moderation powers that is not a support role, pick one below your own highest role, or ask the server owner to make the change. For the last message, save again in a moment. Roles saved earlier only matter when the save lets more members reach them; otherwise only what the save adds is checked. See Who can pick which roles.

Why. "Sortr's role needs the Change Nickname permission in this server to change its display name." means Sortr has Change Nickname neither from its role nor from @everyone. The invite asks for it, so it is usually missing because it was unticked on Discord's screen, or taken away since. "Discord is limiting how often the display name can change. Try again in a few minutes." means Discord's own limit was reached.

Fix. In Discord, give Sortr's role Change Nickname under Server Settings › Roles. For Discord's limit, wait a few minutes and save again. See Customize bot.

Why. The dashboard says why under the panel's name. "The channel it was posted in no longer exists. Send it somewhere else." means the channel was deleted. "Sortr can no longer see #channel, so it cannot keep the panel up to date." means the channel is private and Sortr's role is not let in, or was taken out.

Fix. Press Send again on the panel row and pick a channel. For the second message, let Sortr's role into the channel with View Channel, Send Messages, Embed Links and Read Message History, in the channel's own permissions in Discord. See Panels.

Why. Someone deleted the post in Discord. The log shows Panel message deleted. The panel list only checks the channel, so it can still say Live. Open the panel and Sortr checks the post itself: the panel then shows as needing attention, with "That panel message was deleted in Discord. Send it again.", and Update fails with "That panel message was deleted. Send it again."

Fix. Press Send again on the panel row. Copies you posted earlier keep working.

Why. Sortr checks the channel before it posts. "Sortr can't post in that channel. Give its role View Channel, Send Messages, Embed Links and Read Message History there." (on Send panel) and "Sortr can't reach that channel any more. Give its role View Channel, Send Messages, Embed Links and Read Message History there." (on Update) mean Sortr's role lacks one of those four in the channel. "Could not post the panel. Check that Sortr can see and post in that channel." means Discord refused anyway. The list leaves out channels Sortr cannot see, and greys out a channel it can see but not post in, with "Sortr cannot post here". "Sortr is sending a lot of images right now. Try again in a moment." means many images are on their way to Discord at once, in your server or across Sortr. "Only the server owner can post this panel somewhere new, because it gives "…", which is above your highest role." means the panel hands out a role at or above your own highest role, so only the owner can post it for the first time or in another channel.

Fix. Let Sortr's role into the channel with View Channel, Send Messages, Embed Links and Read Message History, in the channel's own permissions, or pick another channel. For the images message, try again in a moment. For the role message, ask the owner to send it, or send it again to the channel it is already in. If Sortr's role has all four there and sending still fails, try again in a moment, then get help. See Private categories and channels.

Why. The people who run Sortr can remove an uploaded image after a report. It goes from every server that used it, and posted panels are updated without it. Ticket messages already posted keep theirs. Whoever uploaded it gets a direct message: "An image you uploaded to Sortr was removed after a report. To send a counter-notice, write to team@sortr.xyz."

Fix. Upload a different image if the panel needs one: the same picture can't be uploaded again, and the upload says "This image was removed from Sortr after a report, so it can't be used again." To challenge the removal, write to team@sortr.xyz.

Why. Another admin, or you in another tab, deleted the panel while you had it open with unsaved changes. The editor stays open so nothing you typed is lost, but it can no longer save.

Fix. Copy anything you need, then create the panel again with New panel.

Why. What the member sees tells you which:

• No answer, and Discord shows an error on the button: Sortr is offline or could not be reached.
• "This option no longer works. Let the staff know so they can fix it.": the option was removed from the panel, the panel it opens was deleted, or the panel the post belonged to was deleted. On an earlier post left behind by Send again, a button whose option has since been pointed at a different panel answers this too; on the newest post it opens the new panel. A form that was open while any of this happened gets the same answer when it is submitted.
• "You can't open this kind of ticket": the option's Who can use it does not include them. See "Members are refused when they should not be" below.
• "Sortr can't open tickets here right now. Let the server's staff know.": a missing permission. See the next entry.
• "Slow down a little. Try again in …", "You have opened a few tickets in a row. Try again in …" or "Sortr is busy in this server right now. Try again in …": a safety limit that no setting changes. It clears by itself.
• "Sortr is pausing for a few minutes. Try again shortly.": Sortr has paused its calls to Discord for a few minutes, in every server, as explained under The dashboard above. It clears by itself.
• "Sortr isn't available to this account. To challenge this, write to team@sortr.xyz.": the people who run Sortr have blocked that member's Discord account, so Sortr answers nothing else it presses or runs. The account was told once by direct message when it was blocked.
• "Something went wrong. Try again in a moment.": an unexpected error. This reply itself is not posted in your log channel.

Fix. For an option that no longer works, check Buttons on the posted panel and press Update. For errors, look in the log channel for an entry from the Something went wrong event, such as Could not create a ticket channel: it names the step and Discord's error. If there is none and it keeps happening, get help with the time it happened. When nothing answers at all, the status page at sortr.xyz/status shows whether Sortr is down.

Why. Sortr needs Manage Channels and View Channel in the server, and View Channel and Manage Channels on each ticket category. A private category has to let Sortr's role in. The member is told "Sortr can't open tickets here right now. Let the server's staff know.", and the log says which is missing:

• Sortr is missing a permission, with "Sortr's role needs Manage Channels to create ticket channels." and "Give Sortr's role Manage Channels in Server Settings, Roles, or press Re-add Sortr on this server's page in the dashboard.": Sortr cannot create channels at all. This happens when Manage Channels was unticked on Discord's screen when Sortr was added, or taken off Sortr's role later.
• Sortr cannot make a ticket private, with "No ticket was opened for @member: Sortr could not hide it from @everyone, or let itself in." and "Sortr needs View Channel in the server. Give it back to Sortr's role in Server Settings, Roles, or press Re-add Sortr on this server's page in the dashboard.": without it the ticket would be open to everyone, or closed to Sortr, so Sortr opens none.
• Sortr cannot open tickets in that category, with "Sortr is missing View Channel and Manage Channels on #category. Give Sortr's role those permissions on the category.": a private category does not let Sortr's role in. On Destination category, a category Sortr cannot see is listed as "Hidden from Sortr".

Whenever Discord refuses to create the channel, Could not create a ticket channel quotes what it said.

Fix. Give Sortr's role what the entry names: Manage Channels or View Channel under Server Settings › Roles, or View Channel and Manage Channels in the category's own permissions. For a permission missing in the whole server, Re-add Sortr on the server's page asks Discord for it again. An admin can also run /help in the server: when Sortr's role is missing something tickets need, the reply says so, starting "Sortr can't open tickets here yet: its role is missing". See Private categories and channels.

Why. Discord allows 50 channels in a category, closed tickets included. Sortr uses the first category in your list with room. What happens when none has room depends on Create a new category when these are full, which each list has:

• Off, which is the default: a new ticket is created outside any category, still private. The log shows Every category is full, or No category to put the ticket in when the listed categories were deleted. A closed ticket stays where it is, with no log entry.
• On: Sortr creates the next category, adds it to the end of the list and uses it. The log shows Category created. When it cannot, the log entry adds "No new category was created:" and the reason: 10 categories already carry a name made from that pattern, the server has 470 channels or more, or Sortr lacks Manage Channels.

Fix. Add another category under Destination category or switch the setting on, give closed tickets their own list, and delete old tickets by hand or with Automatic delete. See Destination category.

Why. Discord allows 500 channels in a server, categories included. Sortr stops opening tickets at 470, threads not counted, and members see "Tickets cannot be opened right now because this server is almost out of channels. Please let a moderator know." Your log channel gets a Server is almost out of channels entry, at most once an hour, with the number of channels. That event is always on. Each refused member is also logged under Ticket limit reached, which is off by default.

Fix. Delete closed tickets and channels you no longer use, or switch on Automatic delete. See Destination category.

Why. Several rules can refuse an open, and the first one that fails is the answer the member gets. Limits and rules has the order.

• The option's Who can use it, under Access and roles on Buttons. The member gets the Not for their role message, titled "You can't open this kind of ticket". The support team gets no exception here. Only the server owner can always use an option. Administrators can too, except when the option hands out a role at or above their own highest role, or the server requires 2FA for moderator actions.
• Blocked roles. When an option opens another panel's tickets, the blocked roles of both panels apply, and those of the panel whose post was pressed are checked first of all.
• Support hours, the cooldown and the ticket limits. A new panel allows 1 open ticket per member and makes them wait 5 minutes after opening one before the next. Support hours that cross midnight belong to the day they start on: with Friday ticked, 22:00 to 06:00 stays open until 06:00 on Saturday, and the early hours of a day count only when the day before is ticked.

Option and blocked-role refusals are logged under Blocked member tried, which is on by default. The other refusal events are off by default. A member refused again for the same reason is logged once every 10 minutes.

Fix. Check Access and roles under Buttons on the posted panel, and Limits and rules on both panels. Every refusal and its wording is on Opening a ticket.

Why. Discord only lets Sortr grant a permission its own role holds. For a permission the invite asks for, the log shows Sortr cannot grant every permission and what was left out, for example "Ticket `0042` opened without: Attach files", with "Sortr's role is missing permissions it asks for. Press Re-add Sortr on this server's page in the dashboard, or give them to its role in Server Settings, Roles." Six permissions in the grid are not on the invite, because only optional settings use them, such as the Contributor and Viewer access levels; they are left out without a log entry unless Sortr's role holds them (see Permissions). Manage permissions is left off without a log entry too.

Fix. Give Sortr's role the permissions the entry names, under Server Settings › Roles. Re-add Sortr, on the warning at the top of the server's page, asks again only for the permissions on the invite, so the six others can only be given this way. Tickets opened after that get every permission you set.

Why. This covers the roles a panel changes under Who can see it and the roles an option gives or removes. Sortr skips a role when:

• it sits at or above Sortr's own highest role. Discord does not let a bot manage those;
• it carries a moderation power: Administrator, Manage Server, Manage Roles, Manage Channels, Manage Webhooks, Manage Messages, Manage Threads, Manage Expressions, Manage Events, Manage Nicknames, Kick, Ban, Timeout, Mute, Deafen and Move Members, Mention Everyone, View Audit Log, View Server Insights, View Creator Monetization Analytics, or Pin Messages. A role that gets one of these in even one channel counts. Sortr never hands such a role out, though it will take one away;
• it is a support role: a role under Who can see it on any panel in the server, a deleted panel's kept settings included, or one that could see a Ticket Tool ticket Sortr took over. Whoever got it could read other members' tickets;
• it is managed by another app, such as another bot's role.

An option's roles are changed once, when a ticket opens through that option, and are never handed back when the ticket closes or is deleted. A ticket opened with /new goes through no option, so it gets none of them.

Fix. Move Sortr's role above the roles it should give, in Server Settings › Roles, and pick roles without moderation powers that are not support roles. Switch on Role triggers ran in the event log to see each change, with "(failed)" next to any that did not work. See Role hierarchy.

Why. A role added to the Support team sees only the tickets opened after you save, unless you say otherwise. While the role is new, the card asks "Should … also get access to tickets that already exist?", and that switch starts off, because switching it on shows the role conversations it was never part of. Taking a role off the team reaches existing tickets without asking, and changing what it may do reaches the existing tickets it is already on.

Fix. The question only shows for a role added since the last save. Take the role off the Support team and save, then add it again, switch the question on and save. A role added again starts on Full access, so set its access level again before that second save. Sortr then adds the role to that panel's open and closed tickets, with the permissions set for it. See Who can see it.

Why. Taking a role off the Support team takes it off the panel's existing tickets too. Discord can refuse that when Sortr's role lacks Manage Permissions in a ticket's channel. The log then shows Support roles not updated on every ticket, naming the tickets, with "A role taken off the panel may still be able to read them." and "Sortr needs Manage Permissions on those channels: let Sortr's role in with it, in the channel's or its category's permissions." Once Discord has refused it on two tickets, Sortr leaves the rest as they are, names them too, and adds "Sortr stopped after Discord refused it twice, and didn't try the rest." Tickets Sortr took over from Ticket Tool are never changed this way: their support team is the roles that could see and write in them under Ticket Tool.

Fix. Take the role out of each ticket named, by hand in the channel's permissions in Discord. For later changes, give Sortr's role Manage Roles under Server Settings › Roles (on a channel, Discord calls it Manage Permissions). For a taken-over ticket, change the channel's permissions by hand in Discord too. See Who can see it.

Why. Both start switched off: Close message to the member under Ticket Messages, and Send it to the ticket owner under Transcripts. When on, a member who blocks DMs gets nothing, the log says "Could not DM @member; their DMs are closed" for a closed notice, or "Not sent to @member by DM:" and the reason for a transcript, such as "their DMs are closed" or "Sortr is pausing DMs to them for a while", and Sortr stops trying them for a while. With Save it set to When the ticket is deleted, the transcript reaches the member when the ticket is deleted, not when it closes. A transcript saved by hand, with the Transcript button, /transcript or Save transcript, is never sent by DM. And Sortr sends one person only a few direct messages an hour, across every server; past that, the log's Ticket closed entry says "Not sent to @member by DM; Sortr is pausing DMs to them for a while".

Fix. Switch on the message you want. Closed DMs are the member's own Discord privacy setting.

Why. A blank Name once closed pattern keeps the name as it was. A ticket only moves at the close if a closed category is set and has room, or Create a new category when these are full is on for that list. Otherwise the log says what stopped it:

• Could not rename a ticket, under Something went wrong, with "Discord allows two renames per channel every ten minutes, so this one was skipped. Rename it by hand if the name matters." Sortr skips the rename rather than wait, and does not try it again.
• Could not rename a ticket or Could not move a ticket, under Missing Discord permission, with what Sortr needs: "Sortr needs View Channel and Manage Channels on the channel." for a rename, or the same "on the channel and on" the category, for a move. That category may be a private one that does not let Sortr's role in.

Each entry shows the change that did not happen, such as the old and new name.

Fix. Rename or move it by hand. For a missing permission, let Sortr's role into the category with View Channel and Manage Channels, in the category's own permissions, or give its role Manage Channels under Server Settings › Roles. For a full list, set a closed category with room under Destination category.

Why. Sortr closes a ticket only when its role can see the ticket's channel and has Manage Permissions there, so that it can lock the ticket owner out. Otherwise whoever closes it gets "Sortr can't manage this ticket's channel any more, so it can't close it. Let the server's staff know." and the ticket stays open. An Automatic close that is due is held back the same way, and the event log says Could not close a quiet ticket: "It is past its automatic close, but Sortr can't manage its channel any more. Give Sortr's role View Channel and Manage Permissions there, or close it by hand. Sortr tries again in a day."

Fix. Let Sortr's role into the channel, or its category, with View Channel and Manage Permissions, in that place's own permissions, or give its role Manage Roles under Server Settings › Roles. Then close the ticket again. See Permissions.

Why. Closing locks the ticket owner and anyone added with /add out of the channel, and reopening lets them back in. Bots keep their access through both, and the support team, the server owner and Administrators can always see the closed ticket. If Discord still refuses Sortr in that channel, taking the channel away can fail, and the event log then names who may still be in. On a reopen, letting them back can fail, for example when Sortr's role lacks Manage Permissions there, and the event log then names who is still locked out. The entries come under Missing Discord permission (or Something went wrong when Discord refused for another reason):

• Could not lock the ticket owner out, or Could not lock everyone out of a closed ticket, naming who "may still be able to read or write in it", with "Sortr needs Manage Permissions, View Channel and Send Messages on the channel: let Sortr's role in with all three, in the channel's or its category's permissions."
• Could not let everyone back into a reopened ticket, naming who is still locked out, with "Sortr needs Manage Permissions on the channel, and the permissions it gives back: let Sortr's role in with them, in the channel's or its category's permissions."

Fix. For this ticket, change the person's access by hand in the channel's permissions in Discord. For later tickets, give Sortr's role Manage Roles (on a channel, Discord calls it Manage Permissions), View Channel and Send Messages under Server Settings › Roles. See Permissions.

Why. "Sortr can't add people to this ticket: it needs Manage Permissions on the channel. A server admin can fix that." or "Sortr can't take … out of this ticket: it needs Manage Permissions on the channel. A server admin can fix that." mean Discord refused Sortr in the ticket's channel. The log shows Could not add a member or Could not remove a member, with what Sortr needs, such as "Sortr needs Manage Permissions on the channel: let Sortr's role in with it, in the channel's or its category's permissions." When /add works but Sortr cannot give everything it normally does, the person is added with less, and the log shows A member was added with less access, listing what was left out, with "Sortr can only give what it holds in the channel."

Fix. Give Sortr's role Manage Roles (on a channel, Discord calls it Manage Permissions) and View Channel, plus Send Messages and Read Message History for a full /add, under Server Settings › Roles or in the ticket channel's own permissions.

Why. Pin the opening message is on, which is the default, but Sortr's role does not have Pin Messages, for example because it was unticked on Discord's screen when Sortr was added. The ticket opens anyway, and the log shows Sortr could not pin the opening message, with "Give Sortr's role Pin Messages in Server Settings, Roles (or press Re-add Sortr in the dashboard), or switch off Pin the opening message on the panel." A ticket taken over from Ticket Tool shows Sortr could not pin a taken-over ticket's message instead, with "Give Sortr Pin Messages there, then pin Sortr's copy of Ticket Tool's message by hand."

Fix. Pin the message by hand. For later tickets, give Sortr's role Pin Messages under Server Settings › Roles, or press Re-add Sortr on the warning at the top of the server's page, which names it too. Sortr's access to a new ticket follows what its role holds in the server. Or switch off Pin the opening message. See Ticket channel.

Why. When a member attaches files to a file question, Sortr posts a copy of them in the ticket once it is open, one message per question under the opening message, headed with the question and "from @member". The answers in the ticket show "3 files attached" with the names. Sortr names a file instead of copying it when it is over 20 MB (25 MB in a server with Level 2 or 3 boosts), when it is not the kind the question allows, when it is a program, script or archive, or a web page, SVG, Office file with macros or a similar risky kind (never copied, whatever the question allows), when its name has no extension, when Discord did not hand it over, or when it would take that form's copied files past 100 MB or Sortr has already spent 3 minutes copying them ("more than Sortr copies from one form"). The ticket then says "Not copied. @member can post them in this channel." with each file and why, for example "over the 20 MB Sortr can post here" or "not an image". When Sortr is copying files for many tickets at once, or 3 tickets from your server are already waiting, it names them all instead, starting "Sortr was too busy to copy these", or, while the people who run Sortr have file copying switched off, "Sortr isn't copying attached files right now".

When Discord refuses Sortr's post for a missing permission, Sortr stops posting files in that ticket, without naming them there, and the log shows Sortr could not post the files attached to a form, under Missing Discord permission, with "Give Sortr's role Attach Files in Server Settings, Roles (or press Re-add Sortr in the dashboard), so the files members attach reach the ticket."

Fix. Ask the member to post the files in the ticket themselves. Sortr keeps only the files' names, never the files, so it cannot copy them again later. For the log entry, give Sortr's role Attach Files under Server Settings › Roles, or press Re-add Sortr on the warning at the top of the server's page. See Questions.

Why. Each button under Ticket buttons has its own Support team only, Allowed roles and Blocked roles, and the private reply says which one stopped them. "That is not something your role can do here." means they hold a blocked role. "That is for the support team." means the button is set to Support team only. "Only the ticket owner or support can close this." is the rule for Close and Confirm close. Blocked roles never stop the server owner or Administrators. In a server that requires 2FA for moderator actions, that is the owner alone, and other Administrators need a support role to count as support (see Servers that require 2FA). Close and Confirm close keep separate lists, so someone can be let through Close and then turned away at Confirm close.

Fix. Add their role under Allowed roles, or take it off Blocked roles. When the two disagree in a way that turns someone away at Confirm close, the Ticket buttons screen says so and names the setting to match. See Ticket buttons.

Why. /help is in every server, for everyone. The ticket commands exist only while Enable slash commands and the command's own switch are on for at least one panel; /add and /remove start off. Sortr adds them when you save, and Discord can take a few minutes to show a change. A deleted panel counts while any of its tickets is open or closed.

Fix. Check Slash commands and save. If only some people are missing a command, see the next entry.

Why. Who sees a command is Discord's doing. While no panel in the server has roles picked for a command, Discord lists it only for members with the Manage Messages permission, so ordinary members do not see it. Support staff without Manage Messages do not see it either, so they cannot run it, even though Sortr would let them. Once any panel picks roles for the command, Discord lists it for every member, because Discord cannot show a command to certain roles only.

Fix. Pick their role under Slash commands › Who can use it, or change who sees the command in Discord under Server Settings › Integrations › Sortr. Seeing a command never lets someone use it: Sortr still decides that each time it is run.

Why. No roles are picked for the command on that panel, so only the support team can use it: the roles under Who can see it that have Full access. Contributor and Viewer roles cannot, and neither can the member who opened the ticket.

Fix. Put the role on Full access, or pick it under Slash commands › Who can use it. Members close their own ticket with the Close button.

Why. Roles are picked for the command on that panel, and the person holds none of them. Once roles are picked, the support team can no longer use the command, unless they hold one of the picked roles too.

For /new run where no panel lets the person use it, this is the answer whenever any panel in the server has roles picked for /new, since one of those roles would let them in.

Fix. Add the missing role under Who can use it, your support role included, or remove every role to go back to the support team only.

Why. The role is one of the panel's support roles with Use application commands denied under Who can see it, as the Viewer level sets it. Discord then stops its members running any slash command inside the ticket, before Sortr is asked. The Slash commands screen warns when you pick such a role, for example "Helpers is set to Viewer under Who can see it, which blocks slash commands inside tickets, so its members cannot use /close there." /new is run outside tickets, so it is not affected.

Fix. Give the role another access level, or allow Use application commands for it in the permission grid on Who can see it.

Why. Discord keeps one list of commands for the whole server, so a command stays in the list while any panel has it on. The ticket's own panel has it off, or has Enable slash commands off, and Sortr refuses it in that panel's tickets.

Fix. Open the panel the ticket came from and switch the command on under Slash commands. If that panel has been deleted, its tickets keep the settings it had when it was deleted, and those can no longer be changed. The server owner can still use the command there, and so can Administrators except in a server that requires 2FA for moderator actions. The ticket's buttons work as before.

Why. No panel in the server has /new switched on any more. Discord can still list the command for a short while after the last panel switched it off.

Fix. Switch on Enable slash commands and /new on the panel that tickets should open from, then save.

Why. A role picked for /close that is not on the support team can only close a ticket its holder can see. Naming another ticket with the ticket option is refused.

Fix. Run /close inside the ticket, or ask someone on the support team to close it.

Why. Go through these in order:

• Save it is set to When the ticket is deleted. Nothing is posted when a ticket closes. The transcript is posted right before the channel is deleted.
• The Discord copy has nowhere to go. Without a transcript channel, transcripts go to the log channel. With neither, or when the channel was deleted or Sortr cannot see it, nothing is posted, and Sortr records Transcript not posted in Discord in the event log, under Something went wrong. The Transcripts tab says so in red or amber as well.
• The ticket's channel is age-restricted (18+) in Discord, and the transcript channel isn't. Sortr then posts nothing, and the log shows Transcript not posted in Discord, saying "the ticket's channel is age-restricted (18+)". Mark the transcript channel as age-restricted in Discord, or pick one that is. See Transcripts.
• The ticket was taken over from Ticket Tool, and the channel can be seen by roles that could not see the ticket. Its transcript is kept on Sortr's site instead, and the log shows Transcript kept on Sortr's site only. See Switching from Ticket Tool.
• The ticket was opened through another panel's option. It follows the settings of the panel it opens, so check that panel's transcript channel and log channel. A panel made with Create a new panel in an option's Opens list starts with the channels of the panel it was made from. A panel made with New panel starts with none.
• The ticket's panel was deleted. Its tickets keep the transcript channel and log channel the panel had when it was deleted, and those can no longer be changed. Older tickets, from a panel deleted before Sortr kept settings this way, run on Sortr's default settings instead, which have neither channel, so nothing is posted in Discord for them.
• The event is switched off on the Event log tab.
• Sortr needs View Channel, Send Messages and Embed Links in the log channel, plus Attach Files wherever transcripts post: the transcript channel, or the log channel when no transcript channel is set. A private channel has to let Sortr's role in with them. After a failed post, Sortr pauses that channel for a while. The Event log tab names a log channel Sortr can no longer use "(Sortr can't see it)" or "#channel (Sortr cannot post here)", and the Transcripts tab names a transcript channel "(Sortr can't see it)" or "#channel (Sortr can't post here)", each with a note saying what to give Sortr there.

Saving by hand has its own limits. The Transcript button and /transcript save at most once per ticket every 2 minutes, and answer "A transcript of this ticket was saved moments ago." in between. When many transcripts of one server are waiting to be saved, they answer "Sortr is saving many transcripts for this server right now. Try again in a few minutes." Saves at a close or a delete wait their turn instead. A save at the close that fails is logged as Transcript not saved at the close, under Something went wrong.

Fix. Pick a channel under Transcripts on the right panel, then save. Saving the panel also ends the pause after a failed post.

Why. A link on sortr.xyz opens only for the member who opened the ticket, the server owner and Administrators, after signing in with Discord. Anyone else sees the same "No such transcript" page as for a copy that was deleted, a copy whose Keep it for time ran out, or a mistyped link. Support roles without Administrator are among them, and so is an account the people who run Sortr have blocked, which can open only its own tickets' transcripts. In a server that requires 2FA for moderator actions, an Administrator whose Discord account has no 2FA sees "Two-factor authentication required" instead.

Sortr keeps the first and the newest three site copies of each ticket, so saving more removes the older ones in between, and their links with them.

Fix. Check which Discord account you are signed in with. Staff without Administrator read the copy posted in your transcript channel. For the 2FA page, turn on 2FA in Discord and open the link again. See Transcripts.

Why. Sortr opens up to four transcripts at a time across every server, fewer when they are large. "A lot of transcripts are being opened right now. Reload in a moment." means there is no room just now. A second transcript opened by the same Discord account, in any browser or tab, waits for the first; "Another transcript is still opening for your account. Wait for it, then reload." means you opened a third while two were still loading, or the first took too long. In the dashboard the same limits answer "A lot of transcripts are being opened right now. Try again in a moment." and "Another transcript is still opening for your account. Wait for it, then try again."

Fix. Wait a moment, then reload the page or try again.

Why. The log shows Transcript not kept on Sortr's site, under Something went wrong, with one of three reasons: "This server's saved transcripts take more than 1024 MB, so no new copy is kept on the site. Delete old ones under Closed tickets, or choose a shorter Keep it for.", "The saved transcripts of every server this server's owner owns take more than 3 GB together, so no new copy is kept on the site. Delete old ones under Closed tickets, or choose a shorter Keep it for." (counting the owner's servers that have Sortr), or "Sortr is low on storage right now, so no copy was kept on the site. The copy in Discord, if any, was still posted.", which also covers all of Sortr's saved transcripts reaching their limit. The copy in Discord and the one sent to the member still go. Save transcript under Closed tickets then answers "No copy of ticket 0042 was kept on the site:", and the event log says which reason. A ticket taken over from Ticket Tool whose copy is kept off Discord is kept past these limits, and is lost only while Sortr is low on storage: the log then shows Transcript not kept anywhere.

Fix. For the first two, delete transcripts you no longer need under Closed tickets, in the owner's other servers too for the second, or choose a shorter Keep it for under Transcripts. For the third, try saving it again later.

Why. Only answers to the panel's questions are copied, while the export is on. Tickets opened with /new skip the questions, so they add no row. When Sortr cannot write, the Google Sheet card on Questions opens by itself and says why in red, since when, and how many answers are waiting. Sheet problems show only in the dashboard, never in your log channel. Common ones:

• "Sortr can't open that sheet. Share it with … as Editor." or "That Google Sheet is gone, or the link is wrong."
• "That spreadsheet has no tab called "Applications". Check the name under Tab.", with your own tab's name: the tab was renamed or deleted in Google, or its name was mistyped. A mistyped name is usually caught before you save: once you edit the link or Tab, the card checks the sheet by itself and says, for example, "Applications 2026 has no tab called "Aplications". Its tabs:" with the tabs to pick from. It is a warning, so Save changes still works.
• "Pick the tab to write to.": the sheet was connected before Tab existed and has several tabs. Until you save one, the card says which tab rows go to, as in "Rows go to Sheet1 until you save one."
• "The tab in that link is gone. Fill in Tab with the tab to write to." or "That spreadsheet has no tabs Sortr can write to."
• The save bar says "Questions · Google Sheet: Fill in Tab with the name of the tab to write to.": Tab is required while the sheet is switched on.
• "This sheet is connected to a server you don't manage. Use a different sheet." or "This sheet is connected to another of your servers. Each server needs a sheet of its own.": a panel in another server already has that spreadsheet's link saved, with its export on or off, or another server used it first. A spreadsheet belongs to the first server that uses it. While the export is on, every save of the panel checks this.
• "Another server has this spreadsheet connected too, so Sortr has stopped writing to it. Use a sheet only this server uses.": two servers link the same spreadsheet, so Sortr writes for neither.
• "This spreadsheet belongs to another server in Sortr, so Sortr won't write to it from here. Use a sheet only this server uses.": another server used the sheet first.
• "That tab holds more than Sortr can read in one go. Point the export at a new tab or a new sheet.": start a new tab or sheet.
• The export switched itself off, and the event log has an Integrations paused entry: the person who connected the sheet lost Administrator or left the server, or nobody is recorded as having connected it. See Google Sheets.

Fix. Do what the card says. For a sheet another server uses, connect a new sheet, or have the other server take the link off its panel: switching its export off is not enough. Press Check access: it fills Tab in when the sheet has one tab and lists the tabs when it has more. Then save. Sortr retries every half hour, and at once when you save a new link or tab, or when Check access finds the sheet and its tab and can edit it. Answers still waiting three days after the form was sent are dropped. See Google Sheets.

Why. Recent deliveries on Integrations shows each event's status with the reason, for example "Answered 404.", "No answer within 10 seconds." or "Answered 301, a redirect. Sortr does not follow redirects, so paste the final address." Sortr sends only to public https addresses. While one event is failing, later events for the same webhook show Waiting behind it. "Not sent: 500 earlier events are still waiting for this address." and "Not sent: this server already has 2,000 events waiting to be sent." mean the backlog is full, so newer events are dropped until it clears.

Fix. Fix the address, or the app behind it, until Send test says "It works." If you changed the address or secret, save: waiting events go out within a few seconds. Otherwise they go out at the next retry. Sortr retries a failed event for up to a day. See Webhooks.

Why. Sortr remembers who connected each webhook and the Google Sheet export. When that person loses Administrator in the server, or leaves it, Sortr switches off what they connected and posts Integrations paused in the log channel, naming them and the sites. This happens in every panel of the server, and in the settings kept for deleted panels. The server owner's are not paused while they own the server. Something switched on with no record of who connected it is switched off too, at Sortr's hourly check, with "Sortr has no record of who connected these, so they are switched off".

Fix. If it should keep sending, switch it back on under Integrations (or on the Google Sheet card) and save. You are then the one recorded for it. A deleted panel's webhooks stay off. See Webhooks.