Support

Support requests go through app.upapi.io/support.

The form works without being signed in, which is deliberate — a login problem is a support request, and a support channel you can only reach after logging in is useless to the people who most need it. If you are signed in, your account email is filled in for you.

What to include

The more of this you supply, the faster the answer:

• The x-request-id from the failing response. Every gateway response carries one and it identifies your exact call in our logs. This is the single most useful thing you can send.
• The error code from the envelope — not just the HTTP status. RATE_LIMITED, QUOTA_EXCEEDED and SERVICE_BUSY are all 429 and have completely different answers. For a QUOTA_EXCEEDED, include the message too: it names which budget is gone — the month's units, a trial's, or compute.
• The operation slug and the input you sent, with any secrets removed.
• Roughly when it happened, with a timezone.

Before you write

A few checks answer most questions immediately:

• Status — is a component degraded right now?
• /api/usage — have you run out of units, or of trial budget?
• Errors — several codes mean something other than what their status suggests. A 503 on a keyed call is an outage, not a bad key; MEMORY_EXCEEDED is a client error you receive as a 422; a 404 may mean an operation exists but is not published to you.