| Player login failures have several possible causes: the player is blocked, the authentication webhook URL is misconfigured, the SSL certificate has expired, or the publisher's backend is returning an error. |
Step 1 — Check if the player is blocked
Before investigating further, check whether the player is on the blocked list in your Publisher Dashboard (Players → Blocked). If the player is blocked, contact Appcharge Support before informing the player — blocks are sometimes placed for fraud or security reasons that should be verified internally first.
Step 2 — Check your authentication webhook
- Confirm the authentication webhook URL in dashboard Settings → Integrations is correct and points to the right environment (sandbox vs production)
- Verify your webhook endpoint is publicly reachable and returns the correct response format
- Check that your SSL certificate has not expired — Appcharge will fail authentication if the certificate is invalid
Step 3 — Check authentication method configuration
- OTP: verify your OTP webhook returns the status "valid" (not "success")
- Apple Login: check whether id_token or code is expected — the default is code
- Google / Facebook: confirm the SSO configuration is active and the credentials are correct
Contact Support
Contact Appcharge Support with the player ID, publisher ID, the authentication method being used, the approximate time of the failure, and any error message shown to the player or in your server logs.