# FAQ

## Unable to retrieve your script

In this case, if the embed `id` does not exist or if you are trying to retrieve a private embed and your token is not valid, you can verify it using the **Check your opaque token** feature in the Embed Manager Settings at the platform level.

**Token expired**

Ensure that your token expiration is properly set in your token payload.

**Token is signed**

You need a private key to sign your assertion tokens, and we need one or more public keys from you to verify the signatures. Typically, you generate a private key and a single public key, but your security infrastructure might be providing you with a JWKS endpoint and already a private key. Depending on this, use either one of those flows to provide us with public key(s).

**Embed feature is activated**

Check with your CSM (Customer Success Manager) to ensure that the feature `TOUCAN_EMBED` is enabled.

**Whitelisting**

Verify if [Toucan's IP address](https://gist.githubusercontent.com/ToucanTokar/2c1e96cca13a3ab796a131124873a660/raw/public_servers_list.txt) has been whitelisted.

**Clear cache**

If the problem persists, try clearing your cache and reloading the page.

If your token is valid, it could be that your token privileges are not correctly set for the small app IDs.

{% hint style="warning" %}
**Important**

**Staging** is not a "staging" version with a **View** privilege!
{% endhint %}

### Still have issues?

Please contact us!


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