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Error Messages

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      Error messages can fall into one of two types:

      1. Field validation errors: information in a form field is not formatted correctly or is missing.

      2. System errors: the application is having a problem.

      Both types of error message should follow the same general guidance.

      Say What Happened

      Clearly and concisely tell the user exactly what happened.

      For example:

      The system failed to delete a user
      The system couldn't create the user <USER_NAME>.
      An error occurred when attempting to save an item
      An error occurred when attempting to save <ITEM_NAME>.

      Say How to Fix It

      Tell the user exactly what they can do to fix what happened, or otherwise move on from the error.

      For example:

      The system failed to delete a user
      Please try to create the user again, or contact support if the issue continues.
      An error occurred when attempting to save an item
      Please try again.

      Use "please" if you’re asking the user to do something that inconveniences them. Try to reword the error message to avoid "please."

      For example, An unexpected error has occurred. Please reupload your file and try again. or An unexpected error has occurred. Reupload your file and try again.

      For very generic error messages, where we are not 100% sure what the user should do to resolve, Please try again is fine.

      Don’t use "thanks" or "thank you."

      Avoid using "sorry".

      Be Diplomatic and Avoid Blame

      State the facts diplomatically and avoid any bias.

      Do not call out the user or place any blame on their actions for an error. Do not use you or your.

      Avoid causing any worry or panic for the user, and do not make jokes to put them at ease.