Error States

Overview

This guide aims to provide Vista team members with the tools needed to effectively communicate with users when something goes wrong.

Something is considered an error state if it meets these requirements:

1. Triggered after a user interaction or Vista system failure
2. Blocks the user from progressing with their task
3. Requires the user take action in order to move forward. This action could be specific (correcting the number of digits in a phone number) or generalized (trying again later)

Structure

Use a consistent, structured framework

Error messages should always do 2 things:

• Tell the user what went wrong (the problem). Provide a clear, concise statement about the current state. This provides context for the user and builds trust. In some scenarios the problem can be implied, as shown in Example #2.
• Tell the user how to fix it (the resolution). Provide a direct, actionable path forward. An error message without guidance on how to resolve the problem is a dead end.

Example #1

In this example, the problem and resolution are explicitly stated. The first sentence tells us what’s wrong, and the second tells us what to do next. Each part is straightforward, and it’s a good go-to format to follow.

Example #2

In this example, the problem is expressed implicitly. By telling the user that the phone number needs to be 10 digits, we’re letting them know that what they entered didn’t follow that format. The solution remains explicit: they must enter the number to proceed.

Be concise and front-load important information

Aim for clarity and brevity, prioritizing critical information to enable users to understand the problem and unblock themselves as quickly as possible.

Don't rely solely on color to indicate an error

The message must explicitly state the problem so screen readers and users with visual impairments don't have to rely on a red outline or icon to know something is wrong.

Grammar and mechanics

Use sentence case

It’s easier to read and helps people scan the content. Proper nouns are an exception:

• Always capitalize proper nouns such as brand names (example: Gildan)
• Always capitalize features or site areas that have been designated as proper nouns by Vista (example: Brand Kit or Help Center)

Never use all caps.

Remove unnecessary punctuation

Do not use end punctuation for errors with just 1 sentence or phrase.

In multi-sentence messages, use end punctuation for all sentences.

• Exception: when an error message ends with a text link, do not use end punctuation after the link.

Never use exclamation marks as they can imply a false sense of urgency or severity.

An error message should never include a question, so do not use question marks either.

Use consistent tenses for ongoing or completed issues

Use present tense for ongoing issues or states. Use past tense to describe a distinct, completed event that caused a problem.

Don’t use Latin abbreviations

Don't use Latin abbreviations like i.e. or e.g. to introduce examples.

Language, voice and tone

Do not use technical jargon or negative language

Never use technical backend terms such as: error codes, null, API, 404, timeout, syntax, database, invalid, failed, forbidden. Use plain language and avoid creating a false-sense of urgency.

Write meaningful CTAs

If the error message includes a button or link, the copy must clearly describe the action.

Write for a Flesch reading ease score of 60–80 (US Grade 6-8 reading level)

Clear, simple phrasing is essential for minimizing mental effort and to ensure successful translation/localization.

Don’t blame the user

Avoid using pronouns like “you” or “your” in a way that implies fault. Instead, focus on neutral, solution-oriented language.

Use “please” cautiously

Using "please" can undermine our authority and lead users to think a required next step is an optional suggestion. Use clear, direct imperative verbs instead.

Use “sorry” cautiously

Saying "sorry" too often or in the wrong context can make the situation feel worse, especially if multiple apologies in a single session compound.

Take responsibility with words like “we,” “us” or “our”

When our systems fail, it's better to take responsibility using "we," than to say "sorry." Focus on the resolution rather than dwelling on the apology.

Only apologize when we’re at fault

When an apology is necessary, keep it concise and focus on the resolution.

Use “VistaPrint” when requesting access to third party platforms

Using the brand name provides better clarity in security contexts and aligns with the formal "App Name" displayed by third-party OAuth screens (like Google or Meta). Never use “we” when requesting access to third-party accounts.