Elevenlabs New API Key SK Update

Core Platform Character Intelligence
1

What do you need help with?

Bug report

Issue area

Other

Impact

Major - a core flow is broken

Character ID

a8a6bba4-f61c-11f0-8e1c-42010a7be027

Session ID

a8a6bba4-f61c-11f0-8e1c-42010a7be027

Where does it happen?

Unreal Engine Plugin

Short summary

No response. No Narrative Design.

Recent character changes

This project is live and we are spending money on ads. This is the worst possible time for this to happen.

User message or prompt

Respond to narrative desing and pompt

Current response

I’m getting no response to input or Narrative design. PLEASE FIX THIS./

Expected response

Literally any response should happen

I checked the relevant documentation, resources, and similar forum posts before posting.

on

I confirm that I did not include API keys, tokens, passwords, secrets, private character data, private conversation logs, or customer data.

on

2

If you provide the same or incorrect information for each requested field, it becomes much harder for us to investigate and help you properly.

Please carefully fill in the requested details, especially the correct Session IDs, and share the relevant information for this specific issue.

Also, if the issue is happening only in Unreal Engine, please create the post under the Unreal Engine category so the relevant team can review it properly.

3

Listen. I’m doing the best I can under pressure here. What other info do you need? The system isn’t responding.

4

I don’t really have a session id because this is happening across multiple platforms

5

Hi Matthew, we traced this using the character ID, so no additional session ID is needed.

The requests are reaching our backend, but speech generation is failing at ElevenLabs. The previous ElevenLabs credential is no longer accepted by their realtime service. After the integration was updated, the new credential was accepted, but it does not have access to the private voice currently assigned to this character, Old Dude Remix V2.

Please generate an ElevenLabs API key from the same ElevenLabs workspace that contains this voice, then update the ElevenLabs integration in Convai and start a new session. If the voice was deleted or belongs to another workspace, it will need to be restored, re-cloned, or replaced.

We’re sorry this affected your live project. Once the key and voice workspace are aligned, let us know and we’ll verify the character again.

6

Thank you, can you tell me where I put the new API key? It seems to have changed since last i did it.

7

Actually I think I found it in profile, but it keeps rejecting my new API

8

the ElevenLabs integration under your Convai profile is the correct place.

I checked your latest attempt. The value entered was not a complete ElevenLabs API key: ElevenLabs rejected it because it did not begin with sk_.

Please:

  1. Switch to the ElevenLabs workspace containing Old Dude Remix V2.
  2. Open Developers → API Keys and create a new key with Text-to-Speech access.
  3. Copy the complete key immediately. It should begin with sk_; ElevenLabs only displays the full key once. See their API-key instructions.
  4. Paste it into the ElevenLabs integration in your Convai profile and save.

Please do not post or send the key here. If you only see the key name or its final four characters, you will need to create another key.

Once it saves, let us know and we’ll verify the character again. If the key is accepted but the voice remains unavailable, it means the key belongs to a different ElevenLabs workspace than the private voice.

9

So I woke up this morning and the API that was rejected yesterday appeared there now. Though my custom voices are not there.

10

Hi Matthew,

We found that the ElevenLabs API returned a 400 Bad Request when we tried to retrieve the voices in your workspace. Please update your ElevenLabs API key to include permission to read/list voices, in addition to Text-to-Speech access, and then reconnect the integration. This should allow your custom voices to appear.

11

Hello, the api was set to write for voices. I set it to read. Do you think that was the issue?

12

Please check the step 2.

13

All those settings were correct.

14

Which settings?

15

The API settings?

16

I still can not select my custom voice

17

Is there anything we can do to get this working agian?

18

We are looking into it, should have an update soon.

19

I have the same issue. I generated a new ElevenLabs API key, entered it into convai, saved, waiting a few hours, and refreshed several times. But still I don’t see my previously selected voice (Ginevra) that used to work in Convai and is saved in my “My Voices” in ElevenLabs. I see 183 ElevenLabs voices, but the voice i was previously using is not there.

20

Hi Matthew and ch710,

We’ve deployed an update to improve private ElevenLabs voice integration. This followed a recent change in how ElevenLabs validates API credentials: key IDs or masked values are now rejected as authentication credentials, and the complete secret API key is required. ElevenLabs’ official documentation⁠ explains that the complete key is only displayed once, when it is created.

Please confirm that your ElevenLabs API key has:

Text to Speech: Access

Voices: Read

User: Access

The key must belong to the same ElevenLabs workspace containing the private voice. After confirming these permissions, please remove and reconnect the ElevenLabs integration in Convai to refresh the available voices.

If the voice remains unavailable, please share your Convai character ID and ElevenLabs voice ID. Please do not share the API key itself, as the IDs are sufficient for us to investigate further.

We apologize for the disruption and appreciate your patience.