What it means

PreVOP itself ran into an unexpected failure while processing your request. This is rare — every production-path exception we know about is mapped to a more specific error code. If you see this, there is a bug or a system-level problem on our side.

When you'll see it

• PreVOP's database became unreachable mid-request.
• A TLS configuration file required for the upstream call is missing or unreadable.
• An unhandled exception escaped the request handler (gateway-side bug).
• The PreVOP process ran out of file descriptors, memory, or another OS-level resource.

Example response

HTTP/1.1 500 Internal Server Error
Content-Type: application/problem+json
X-Request-ID: 550e8400-e29b-41d4-a716-446655440000

{
  "type":    "https://errors.prod.prevop.alseda.eu/errors/internal-error",
  "code":    "INTERNAL_ERROR",
  "title":   "Internal server error",
  "status":  500,
  "detail":  "An unexpected error occurred; alseda has been notified"
}

How to fix

1. Capture the response's X-Request-ID — this is what alseda needs to find the exception in our logs.
2. Email prevop-support@alseda.com with that ID. Include the approximate timestamp in your timezone so we can narrow the log search quickly.
3. Do not retry in a tight loop — if PreVOP is in a degraded state, retries may compound the problem. One retry after a short delay is fine.
4. If you are running time-sensitive traffic, failover to whatever secondary path your setup has while alseda investigates.

Related

• Customer API Contract §4.2 — PreVOP error codes (INTERNAL_ERROR row)
• See also: UPSTREAM_UNAVAILABLE — upstream-side failure, the typical neighbour when the issue is not on PreVOP's side.