An error message alerts a user of a problem after the user has taken action.

Error messages are hard stops that inform the user of a problem that’s already occurred and what to do next. These messages are different from alerts or warning messages that are soft stops that alert people to a potential problem in the future before it happens.

When we display an error message, we want to be truthful about what happened. We want to provide any information about the error we can, and we want to be specific.

Users don’t read every word. If we can clearly describe the error in one sentence, do it. The goal is to provide simple, clear guidance. Only include more information if it’s absolutely necessary.

Voice and tone

An error message is never a pleasant encounter. At the very minimum, they’re frustrating, and at their worst, they can cause a user to permanently leave the product.

• We want to use copy that’ll leave the user feeling supported. Error messages must convey empathy and the appropriate level of urgency.
• We also don’t want to isolate the user by using negative words. Be inclusive, especially in a frustrating situation.
• Focus on using “we” instead of “you” to reassure the user that we’re here to help guide them through the problem. Give the user precise instructions and step away.
• We also don’t want to use “sorry” because it can worsen a situation and make an error seem graver than it actually is.
• Keep it helpful and concise. Avoid irrelevant details.
• Be informative
• Avoid using “sorry”

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TL;DR

When writing error messages, keep the following in mind:

• Empathize with the user’s frustration
• Use “we” and avoid using “you”