Issue symptoms

I'm attempting to redact sensitive information on a ticket, but the system returns the error message: Redaction failed – wait a moment, then try again.

Redaction failed error screenshot

Resolution steps

The error Redaction failed – wait a moment, then try again can occur when redacting sensitive information, such as passwords or credit card numbers, in tickets. This issue often occurs when using the Web Widget (Classic) or handling active messaging conversations. It is commonly associated with 401 unauthorized or 422 unprocessable entity errors.

Below are some common reasons this could occur:

  • Unauthorized access

    This error may occur if the Anybody can submit tickets setting is disabled in your Zendesk instance. When this feature is disabled, the Web Widget (Classic) cannot be used to submit a ticket. For more information, see the article: Enabling anyone to submit tickets.

  • Support address conflict

    When using the Web Widget (Classic), this error may appear if the requester is set to a support address, which is typically already associated with your Zendesk account. Ensure the requester is not using a support address.

  • Active messaging conversations

    Redaction is not allowed in active messaging conversations. To proceed, wait until the conversation becomes inactive or manually update the ticket status to pending, on-hold, or solved before attempting redaction.

  • Browser issues

    Clear the cache and cookies of your browser, as this can help resolve issues caused by outdated or corrupted browser data.

  • App conflicts

    Browser extensions or apps installed in your Zendesk instance can sometimes interfere with the redaction process.

    • To troubleshoot browser extensions, disable them one at a time to identify the source of the issue.
    • To isolate potential app-related issues, test without any Zendesk apps enabled by adding ?noapps to the end of the ticket URL. For more information see the article: Troubleshoot app issues in Zendesk account.

  • Zendesk system errors

    In rare cases, temporary issues within Zendesk may cause redaction attempts to fail. In these situations, wait briefly and try again later.

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