Support & contact
Contact the team
Support channel: not announced yet. This page names the channel before general availability. Everything below is what to send when you do, so an issue resolves in one round trip.
What to include
| Include | Why | Where you find it |
|---|---|---|
| Organization name | Locates your org, plan, and quotas | Portal header (top left) |
| What you did and what happened, with times in UTC | Click and match records are keyed in UTC | — |
| Link ID or short code | Pins the exact link and its click history | Link details page, or the short URL's path (/yourOrgKey/code) |
X-Request-Id value | Correlates the failed API call in the server logs | Response header of the failed request — see Rate limits & errors |
| Error message, quoted exactly | The message string names the cause | Response body or the portal toast |
| Device and OS version, app version | Required for anything deep-link or match related | For match issues: whether the install was fresh and how the app was opened |
| Billing context: plan, currency (EGP/USD), invoice date | Invoices are owner-visible; the team can pull the gateway record | Billing → Invoice history |
Before you write
- A link doesn't open the app? Check the routing rules first: a deactivated or expired link, a device without the app, and iOS in-app browser behavior all change what you'll see.
- A first open didn't match? Unmatched is a normal outcome, not an error. The causes and the funnel view are in Deferred deep linking & the match flow.
- You hit a limit? Quota errors return
402with acodeandquotafield; limits per plan are in Plans, quotas & entitlements.
Platform status
There is no public status page yet. If links stop resolving org-wide, treat it as an outage and report it immediately with one affected short URL; that's enough to start diagnosis.