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Work through the relevant section for your issue type. If the problem persists, contact support with your operator ID, the request_id, timestamps, and request/response payloads.

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Operator API errors

HTTP StatusLikely causeResolution
401Missing or malformed Authorization header.Verify the header format is exactly Authorization: ApiKey ps_<your_api_key>. Check your HTTP client is not stripping it on redirects.
403API key is valid but not authorized for the resource.Confirm the key belongs to the correct operator account. Contact support if the issue persists.
404Resource not found (e.g. unknown gameId on /operator/launch).Re-fetch the catalog from /operator/games to confirm the ID is still enabled.
400Malformed JSON or missing required field.Validate the request body against the endpoint schema.
429Rate limit exceeded.Back off and retry with exponential delay.
5xxTransient PlayStarters error.Retry with exponential back-off. Contact support if it persists.

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Authentication issues

  1. Header format. Must be Authorization: ApiKey ps_<your_api_key> — not Bearer, not Token.
  2. Environment match. Make sure you are calling the base URL that matches your key (sandbox vs production).
  3. Key rotation. If the key may have been leaked, contact PlayStarters to rotate it. Old keys are invalidated immediately on rotation.

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Game launch issues

/operator/launch returns a URL but the game does not load
  • Confirm the gameUrl is loaded immediately. Launch URLs are short-lived.
  • Open the URL in an iframe with the correct allow attributes (autoplay, fullscreen) or in a new window.
  • Check the browser console and network tab for CSP, mixed-content (HTTP vs HTTPS), or cross-origin issues on your site.
Game opens but balance shows zero
  • PlayStarters calls your wallet endpoint with type: "BALANCE" immediately after the game opens. Check your endpoint logs for that request.
  • Verify your endpoint returns { "balance": <number> } with HTTP 200. A non-200 response, a malformed body, or a missing balance field will surface as 0 (or a generic error) in the game.
  • Confirm the currency you passed to /operator/launch matches the currency of the balance your endpoint returns.

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Seamless Wallet callback issues

Player charged twice for the same spin
  • Your endpoint is not idempotent. Implement deduplication on request_id — see Idempotency.
WIN or VOID arrives for an unknown parent_transaction_id
  • Don’t fail the request. Log it for investigation and respond 200 OK with the player’s current balance. Failing the request causes retries and reconciliation drift.
Spins blocked when the player has funds
  • Check whether your endpoint is returning 400 { "msg": "Insufficient user credit" } only for genuinely insufficient balances. Returning 400 for transient errors (DB timeouts, etc.) will incorrectly block the game.

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Going-live checklist

Before switching from sandbox to production:
  • ✅ Production Operator API key stored as an environment variable.
  • ✅ Production wallet key stored as an environment variable; your wallet endpoint validates the Authorization: Bearer header.
  • ✅ Base URL switched from sandbox to production for all Operator API calls.
  • ✅ Wallet endpoint reachable from PlayStarters with valid TLS.
  • ✅ Idempotency on request_id verified with a duplicate-request test.
  • ✅ End-to-end flow tested: launch → BALANCE → BET → WIN → VOID with reconciled balances on both sides.
If you’ve followed this guide and the issue persists, submit a support ticket. Include your operator ID, the affected endpoint, the request_id, the timestamp (with timezone), and the request/response payloads with secrets redacted.