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How to Contact Support

For any issues, questions, or assistance, our support team is available to help. You can reach us through the following channels: Email Support: support@explorium.ai Slack Channel: If you have a dedicated Slack channel with us, you can post your question there.

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Submitting a Support Request

To help us resolve your issue efficiently, please provide the following details when submitting a request:
  1. Steps to Replicate: Describe the exact steps you took before encountering the issue.
  2. API Endpoint Used: Specify which API endpoint you were using.
  3. Exact Request Sent: Include the request payload.
{
    "request_context": {
    "seller_id": "sample_seller"
    },
    "businesses_to_match": [
    {
        "name": "apple",
        "domain": "apple.com"
    },
    {
        "name": "explorium",
        "domain": "explorium.ai"
    }
    ]
}
  1. Expected Response: What result did you expect to receive?
  2. Actual Response: Provide the actual response you received.
{
    "response_context": {
    "correlation_id": "7a446e57517e43c187f89339ab552dad",
    "request_status": "success",
    "time_took_in_seconds": 5.17
    },
    "total_results": 2,
    "total_matches": 2,
    "matched_businesses": [
    {
        "input": {
        "name": "apple",
        "domain": "apple.com",
        "url": null
        },
        "business_id": "8adce3ca1cef0c986b22310e369a0793"
    },
    {
        "input": {
        "name": "explorium",
        "domain": "explorium.ai",
        "url": null
        },
        "business_id": "340c8040bd50cbab9c7df718bbe51cc9"
    }
    ]
}
  1. Error Message (if any): Copy and paste any error message you encountered.
  2. Correlation ID (if available): This can be found in the API response and helps us track your request faster.

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Example Support Request:

{
"issue": "Received a 403 error when calling the Fetch Business Events API",
"steps_to_replicate": "Sent a request to \`/businesses/events\` with valid parameters",
"exact_request_send": "<copy the exact request payload here>",
"expected_response": "A list of recent business events",
"actual_response": {
"error": "You have insufficient credits to perform this operation."
},
"correlation_id": "4826416550f648e58cc9e2ceee2529b7"
}

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Credit Usage Policy:

  • If a request returns an error (e.g., 403 Forbidden, 400 Bad Request), no credits will be deducted.
  • If a request returns no results (i.e., no relevant data is available for the given parameters), no credits will be deducted.
  • Credits are consumed only when valid, billable data is returned from the API.

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Common Issues & Troubleshooting

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I received a 403 Forbidden error.

  • Check if your API key is valid and has sufficient permissions.
  • Ensure you have available credits for the requested operation.
  • If using a protected endpoint, confirm you have the necessary access rights.

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I received a 400 Bad Request error.

  • Verify that all request parameters are formatted correctly.
  • Ensure the required fields are included in the request.

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I received a 429 Too Many Requests error.

  • You have exceeded the rate limit for API calls. Implement exponential backoff before retrying.
  • Monitor your API usage and consider upgrading your plan if needed.

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I received a 500 Internal Server Error.

  • This could indicate a temporary issue on our side. Try again later, and if the problem persists, contact support with your correlation ID.
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