This error code usually indicates that the app you are accessing belongs to an account that has been manually disabled by Ably.


Alternatively, this error code may also appear for if you are incorrectly connecting to an app that belongs to a dedicated cluster or an account that is restricted to a region such as US-only or EU-only.  Our Enterprise customers who have chosen to have their own private cluster are provided with custom environment endpoints. If you have a regional constraint on your account too, you too will have been provided with a custom environment.


If a request therefore arrives at an endpoint that is not the expected dedicated cluster, or in the wrong region, the account the app belongs to in the that scope may be disabled, and this error message is sent to connecting clients.


For example, if you have a dedicated environment called acme, then all realtime clients when configured to use the acme environment will automatically connect to acme-realtime.ably.io.  However, if the acme environment is not configured, then by default all clients will connect to realtime.ably.io (the global cluster) and the requests may be rejected.

 

We recommend you check your custom environment settings for all connecting clients if this applies.