Error messages
How to write error messages in your digital experiences.
What is an error message?
An error message alerts users after a problem has occurred. The message needs to tell users what's happened and what they need to do to continue their journey.
As there are many different types of error messages, we've categorised errors in two ways.
User errors
These are mistakes or problems generated by the user, such as an incorrect password or a lack of internet connection.
System errors
These are problems generated by the system, such as a service outage or a declined order.
Writing user errors
Explain what happened
Tell the user what’s gone wrong and why it went wrong. This can help the user avoid getting the same error in the future
If a user leaves a required field blank, explain why we need that information.
Give a next step
After you explain the issue to the user, give clear steps to resolve the problem.
You need to update the app to continue. Download the latest version to keep ordering.
Error! This app is out of date.
Use a descriptive header
If your error message has a header, make the header copy as descriptive as possible.
Don't use negative language
Don’t use negative language in your message. This can make the user feel guilty for the error.
Even if the error is caused by the user making a mistake, don’t address the user as ‘you’ in the message. This can blame the user for the error.
While it’s important to avoid negative language, be careful to avoid using exclamation marks or playful language.
Don't use jargon
Avoid using error numbers or technical language in your message. Try to use simple words wherever possible.
Writing system errors
Apologise to the user
If the system error has inconvenienced the user in any way, start your message by saying ‘sorry’.
Explain what happened
Tell the user what’s gone wrong and why it went wrong. This can help the user avoid getting the same error in the future.
If there’s no solution to the problem right now, tell the user what we’re doing to fix it.
Don’t ask users to trust that we’re fixing the problem.
Give a next step
After you explain the issue to the user, give clear steps to resolve the problem.
You need to update the app to continue. Download the latest version to keep ordering.
Error! This app is out of date.
Use a descriptive header
If your error message has a header, make the header copy as descriptive as possible.
Don't use negative language
Don’t use negative language in your message. This can make the user feel guilty for the error.
While it’s important to avoid negative language, be careful to avoid using exclamation marks or playful language.
Don't use jargon
Avoid using error numbers or technical language in your message. Try to use simple words wherever possible.