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Error messaging

Last updated:
11/21/2022

Clear and understandable error messaging is essential for helping the user successfully complete and submit form information.

Introduction

Error messages inform users of technical problems that arise during an experience. Errors can be frustrating for users. But messaging that contextualizes the error and helps the user correct the error are much appreciated.

Error messages should be the last line of defense. Ideally, designers and content writers mark required fields “Required” and use help text that helps the user submit information correctly.

Title

Titles are not always necessary for error messages. But when they are, they should be brief, in sentence case, and informative enough so the user understands what’s happened.

For example: “We’ve lost the connection” or “This file is corrupted.”

Body

The body of an error message should be limited to about 200 characters, roughly two sentences. Include the reason for the error, how the user can move forward, and avoid technical language and using information already offered in the title. If the reason for the error is unknown, say so and provide next steps.

Call-to-action (CTA)

If your error message offers a call-to-action, choose imperative verbs that clearly guide the user. Limit your CTA to two words, for example: “Save,” “Cancel,” or “Click Here.”

If there is more than one possible cause for the error, inform the user of the most likely cause and the simplest solution.

Messaging tone

Error messages should support and reassure the user. A clear message helps simplify the next steps, which builds trust with the user and helps alleviate concern. “Choose a password that is at least ten characters long” is instructive and clear. “Your password is too short” is vague and doesn’t guide the user beyond the problem.

Avoid exclamation points and the word “you” which may cause the user to feel blamed.

Warning message vs. error message

An error message alerts the user of a problem which has occurred. A warning message alerts the user of a condition which may create a problem in the future.

Guidelines

Do

  • Always provide the user with the error’s reason and solution — never leave the user guessing
  • Provide concise and clear information
  • Limit error messages to about 200 characters
  • Use sentence case for titles
  • Always end error messaging with punctuation; avoid exclamation points
  • Always write error messaging in sentence case
  • Use consistent and parallel language to the form element’s label, placeholder text, and help text
  • Be polite — lead with “please” when asking the user to correct the error
  • Avoid “oops,” “whoops,” and similar words

Don't

  • Use technical terms, jargon, abbreviations, acronyms, or any term that the user might not understand — if this cannot be avoided, be sure to explain the term’s meaning
  • Use vague phrases like “Uh oh, something’s wrong”
  • Blame the user and avoid phrases like “you didn’t …”
  • Don’t rely on the form element’s label, placeholder text, or help text to deliver the solution. Write the error message as a self-contained piece of content

Do write

  • Please complete the required fields.
  • Please enter your phone number in this format: +# (###) ###-####
  • Please enter your first and last name.
  • Something went wrong. Please try again in a few minutes.

Don't write

  • REQUIRED FIELD
  • The phone number you entered doesn’t match a valid format. Enter a valid phone number to continue.
  • You didn’t enter your name.
  • Whoops! Something went wrong.