Unsuccessful orders

If an order doesn’t progress, it could be due to one of the following reasons:

a bad request
the order is rejected
the order fails (including a partial fail when there are multiple order items)

If this happens, you need to correct the error and submit a new order.

Bad request

After you submit the order, you may get a 400 code and this is synchronous. The order can’t get progress for one of the following reasons:

authentication failure
issues with JSON payload
issue with JSON schema
too many order items
the order does not match with supported product model
the JSON payload is too large

Authentication failure

You’ll get an authentication failure, in a response code, for one of two reasons:

bearer token expired
invalid credentials

If the bearer token expires, you need to get a new token and submit a new order.

If you enter invalid credentials, you’ll get an access denied message (error code 50). These credentials include:

Your client ID
Password

To correct this error, you’ll need to check and re-enter your credentials then submit a new order.

Issue with JSON payload

You may get an error, in a response code, if the payload is too large.

You’ll need to reduce the size of the JSON payload – it must be 10MB or less. After you’ve reduced the size then submit a new order.

Issue with JSON schema

You’ll get an error code 23 if something in the JSON schema doesn’t match with the TMF 622 schema.

Too many order items

You may get an error if you’ve entered too many order items. You must enter 200 order items or less to fix this error.

If you’re activating an existing SIM, you can order a maximum of 200 subscriptions in one order.

If you’re activating a new SIM, you can order 100 subscriptions and 100 SIMs in one order.

Rejected orders

Rejected order errors are asynchronous and we may reject an order at any stage of the order journey. For any rejected order, you will receive a ProductOrderCreateEvent notification.

After you fix the error, you will need to update the payload and submit a new order.

Order validation exception errors

If activating an existing SIM and activating a new digital eSIM

If there’s an unsupported or missing product offering type

Subcode	Message	Reason for error and how to fix it
02	Order Did Not Match Supported Product Model	This error shows when “@type” is missing in ProductOffering field. To fix this error, refer to the product order item property list.

If the requested completion date is missing

Subcode	Message	Reason for error and how to fix it
02	Order Did Not Match Supported Product Model	This error shows if there’s not a requested completion date. Enter the year, month and date. It must be a future date, requested start date plus one day.

If the product relationship. relationship type is invalid

Subcode	Message	Reason for error and how to fix it
02	Order Did Not Match Supported Product Model	If you get this error, you’ll find a specific reason code to explain it happened. For example, "Invalid productOrderItemRelationship.relationshipType for BTMobileSubscriptionProductOffering for productOrderItem with id 1.0." To fix this error, review the specific reason code, including the id, and refer to the product order item properties list.

If the agreement number is missing

Subcode	Message	Reason for error and how to fix it
02	Order Did Not Match Supported Product Model	You’ll get an error if the agreement number is missing in “productCharacteristic”. To fix this error, review the specific reason code and refer to the product characteristics list.

If the account number is missing

Subcode	Message	Reason for error and how to fix it
02	Order Did Not Match Supported Product Model	You’ll get an error if the account number is missing from “relatedParty”. To fix the error, refer to the related party properties list.

If the role field is not populated

Subcode	Message	Reason for error and how to fix it
02	Order Did Not Match Supported Product Model	You’ll get this error is the role field is empty in “relatedParty”. For example, you may get the message: "Required field {role} is missing in relatedParty". To fix the error, refer to the related party properties list.

If the tariff code is missing

Subcode	Message	Reason for error and how to fix it
02	Order Did Not Match Supported Product Model	You’ll get this message if the tariff code is missing in the “productCharacteristic” attribute. To fix this error, refer to your Complete Mobile Price Guide to find a list of tariff codes.

If requested completion date is blank

Subcode	Message	Reason for error and how to fix it
02	Unable to process the order request due to technical issues	You’ll find this message in the response payload. To fix this error, you need to add a completion date, in the correct format, and then submit a new order.

If the subscription code is missing

Subcode	Message	Reason for error and how to fix it
ACCOUNT_USAGE_NOT_SUBSCRIPTION	Account XXXX does not have a usage of subscription does not have a usage of subscription. XXXX	You will receive a specific reason code and message in the response payload. To fix this error, refer to the related party properties list.

If the tariff code is invalid

Subcode	Message	Reason for error and how to fix it
Subscription Validation Fault	TARIFF_CODE_NOT_VALID	This error will show if the tariff code is not valid. To fix this error, check the tariff code is correct in the Complete Mobile Price Guide.

If there’s a duplicate SIM serial number

Subcode	Message	Reason for error and how to fix it
OWR001 And Subscription Validation Fault	Order did not progress to the generated state And SERIAL_NUMBER_IS_NOT_UNIQUE:The SIM is already in use	This error will show if there’s a duplicate SIM serial number. To fix this error, check the SIM serial number is correct.

If activating a new digital eSIM

If the order item ID is unresolvable

Subcode	Message	Reason for error and how to fix it
02	Order Did Not Match Supported Product Model	This happens when the SIM’s ID and the subscription’s ID don’t match with one another – it applies to the ProductOrderItemRelationship attribute. Check that both IDs correctly relate to one another.

If the order item ID is repeated

Subcode	Message	Reason for error and how to fix it
02	Order Did Not Match Supported Product Model	This happens when the same order item ID is repeated for multiple subscriptions and applies to the ProductOrderItemRelationship attribute. To fix this error, update the order item IDs so they are unique for example 01, 02, 03 and so on.

If the product order item relationship. relationship type is invalid

Subcode	Message	Reason for error and how to fix it
02	Order Did Not Match Supported Product Model	The reason for this is when there’s an invalid relationship type value. To fix this error, review the specific reason code, including the id, and refer to the product order item properties list

Rejected Orders (old)

In this section, you’ll find some sample JSON files if an order is rejected.

These rejected order errors are asynchronous and we may reject an order at any stage of the order journey. If this happens then you’ll receive a ProductOrderCreateEvent notification.

Missing or unsupported product offering type

Missing or unsupported product offering type JSON


            "eventId": "54567874-dba0-4591-bf30-9e8ec48830fc",
            "eventTime": "2025-02-06T12:52:24.357597+00:00",
            "eventType": "ProductOrderCreateEvent",
            "event": {
                "productOrder": {
                    "state": "rejected",
                    "externalId": "4deccdce-bf30-4bc9-824b-1a73be3a750c",
                    "productOrderItem": [],
                    "relatedParty": [
                        {
                            "id": "5751",
                            "role": "AccountNumber",
                            "@type": "BTRelatedParty",
                            "@referredType": "Customer"
                        },
                        {
                            "id": "4415",
                            "role": "SubscriptionAccountCode",
                            "@type": "BTRelatedParty",
                            "@referredType": "Customer"
                        }
                    ],
                    "errorMessage": [
                        {
                            "code": "OrderValidationException",
                            "subCode": "02",
                            "message": "Order Did Not Match Supported Product Model",
                            "reason": "@type is missing in ProductOffering"
                        }
                    ]

Unresolvable ID

This applies only when activating a new digital eSIM but a sample JSON file is not available right now.

Order item ID is repeated

This applies only when activating a new digital eSIM but a sample JSON file is not available right now.

Invalid product order relationship type

Invalid relationship type JSON

{
    "eventId": "744b9d2b-ff28-4d29-b33c-dc84bb30c6a8",
    "eventTime": "2025-02-17T11:56:10.379399+00:00",
    "eventType": "ProductOrderCreateEvent",
    "event": {
        "productOrder": {
            "state": "rejected",
            "externalId": "7a16c397-8062-49c1-87d6-b322fe2fce23",
            "productOrderItem": [],
            "relatedParty": [
                {
                    "id": "5751",
                    "role": "AccountNumber",
                    "@type": "BTRelatedParty",
                    "@referredType": "Customer"
                },
                {
                    "id": "4415",
                    "role": "SubscriptionAccountCode",
                    "@type": "BTRelatedParty",
                    "@referredType": "Customer"
                }
            ],
            "errorMessage": [
                {
                    "code": "OrderValidationException",
                    "subCode": "02",
                    "message": "Order Did Not Match Supported Product Model",
                    "reason": "Invalid productOrderItemRelationship.relationshipType for BTMobileSubscriptionProductOffering for productOrderItem with id 1.0."
                }
            ]
        }
    }
}

The agreement number is missing

No agreement number JSON

{
    "eventId": "54567874-dba0-4591-bf30-9e8ec48830fc",
    "eventTime": "2025-02-06T12:52:24.357597+00:00",
    "eventType": "ProductOrderCreateEvent",
    "event": {
        "productOrder":{ 
            "state": "rejected",
            "externalId": "1145e9aa-1c71-48b7-9fa0-c01d4a2a38d8",
            "productOrderItem": [], 
            "relatedParty": [ 
                { 
                    "id": "5751",
                    "role": "AccountNumber",
                    "@type": "BTRelatedParty", 
                    "@referredType": "Customer" 
                },                
                {                    
                    "id": "4415",
                    "role": "SubscriptionAccountCode",
                    "@type": "BTRelatedParty",
                    "@referredType": "Customer" 
                }],            
            "errorMessage": [  
                {                    
                    "code": "OrderValidationException",
                    "subCode": "02",
                    "message": "Order Did Not Match Supported Product Model",
                    "reason": "Required field AgreementNumber is missing in productCharacteristic"
                }]        
        }    
    }
}

The account number (related party)

Account number is missing JSON

{
    "eventId": "54567874-dba0-4591-bf30-9e8ec48830fc",
    "eventTime": "2025-02-06T12:52:24.357597+00:00",
    "eventType": "ProductOrderCreateEvent",
    "event": {
        "productOrder":{ 
            "state": "rejected",
            "externalId": "77370e2c-010a-4fe1-bdf2-d58a46cb96d6",
            "productOrderItem": [],
            "relatedParty": [ 
                {                   
                    "id": "4415",                    
                    "role": "SubscriptionAccountCode",
                    "@type": "BTRelatedParty", 
                    "@referredType": "Customer" 
                }],           
            "errorMessage": [
                {                   
                    "code": "OrderValidationException",
                    "subCode": "02", 
                    "message": "Order Did Not Match Supported Product Model",
                    "reason": "Required field AccountNumber is missing in relatedParty"
                }]        
        }
    }
}

The role field is not populated

If a role field is not populated, then this is similar to when the account number is missing from the payload.

The tariff code is missing

No tariff code JSON

{
    "eventId": "54567874-dba0-4591-bf30-9e8ec48830fc",
    "eventTime": "2025-02-06T12:52:24.357597+00:00",
    "eventType": "ProductOrderCreateEvent",
    "event": {
        "productOrder":{
            "state": "rejected",
            "externalId": "5dbc791e-fc96-4a5c-a21c-02bd3eaa3ad6",
            "productOrderItem": [], 
            "relatedParty": [ 
                {  
                    "id": "5751", 
                    "role": "AccountNumber",
                    "@type": "BTRelatedParty",
                    "@referredType": "Customer"
                },                 
                {                     
                    "id": "4415",
                    "role": "SubscriptionAccountCode",
                    "@type": "BTRelatedParty",  
                    "@referredType": "Customer"
                }],             
            "errorMessage": [                 
                {                    
                    "code": "OrderValidationException",
                    "subCode": "02", 
                    "message": "Order Did Not Match Supported Product Model",
                    "reason": "Required field TariffCode is missing in productCharacteristic"  
                }]         
        }     
    }
}