Help Portal

Support ​

Get help with Octeth from our support team and community resources.

Get Help ​

Email Support ​

Response time: Within 24 hours on business days

Before You Contact Support ​

1. Check the Documentation ​

2. Verify Your Setup ​

bash
# Test your API key
curl https://your-domain.com/api.php \
  -F "ResponseFormat=JSON" \
  -F "Command=Lists.Get" \
  -F "APIKey=your-api-key"

# Check API version
curl https://your-domain.com/api.php \
  -F "ResponseFormat=JSON" \
  -F "Command=System.Get.Version" \
  -F "APIKey=your-api-key"

3. Review Common Issues ​

Authentication Errors

  • Verify API key is active in User Dashboard → Settings → API Keys
  • Check you're using correct parameter: APIKey for user, AdminAPIKey for admin
  • Ensure API key has necessary permissions for the operation

Rate Limiting

  • Default: 1000 requests per hour
  • Check response headers for rate limit status
  • Implement exponential backoff for retries

Data Format Issues

  • Dates must use YYYY-MM-DD format
  • Email addresses must be valid format
  • Custom fields use CustomFields[ID] syntax

Reporting an Issue ​

What to Include ​

To help us resolve your issue quickly, please provide:

1. Environment Details ​

Octeth Version: 5.8.x
API Endpoint: https://your-domain.com/api.php
License Key: XXXX-XXXX-XXXX (last 4 digits)

2. API Request ​

bash
# Include the exact API call (redact sensitive data)
curl https://your-domain.com/api.php \
  -F "ResponseFormat=JSON" \
  -F "Command=Your.Command" \
  -F "APIKey=REDACTED" \
  -F "Parameter=value"

3. API Response ​

json
{
  "Success": false,
  "ErrorCode": [error_codes],
  "ErrorText": ["error messages"]
}

4. Expected vs Actual Behavior ​

  • What you expected to happen
  • What actually happened
  • Any error messages or unexpected behavior

Example Support Request ​

markdown
Subject: API Error - Subscriber.Create returning error 18

Environment:
- Octeth Version: 5.7.2
- License ends with: XXXX-1234
- API URL: https://email.example.com/api.php

Issue:
Subscriber.Create endpoint returns error 18 (subscriber limit exceeded)
even though dashboard shows 45,000/50,000 subscribers used.

API Request:
curl https://email.example.com/api.php \
  -F "ResponseFormat=JSON" \
  -F "Command=Subscriber.Create" \
  -F "APIKey=REDACTED" \
  -F "ListID=123" \
  -F "EmailAddress=test@example.com" \
  -F "Status=Subscribed"

Response:
{
  "Success": false,
  "ErrorCode": 18,
  "ErrorText": "Subscriber limit exceeded"
}

Expected: Subscriber should be created successfully
Actual: Error 18 returned despite available quota

Steps tried:
1. Verified subscriber count in dashboard
2. Checked user group limits
3. Tested with different lists

Community ​

Feature Requests ​

Have an idea to improve Octeth?

Enterprise Support ​

Priority Support Plans ​

For mission-critical deployments:

  • Dedicated support engineer
  • Priority response times
  • Direct phone support
  • Custom SLA agreements

Contact hello@octeth.com for details.

Professional Services ​

Need help with implementation?

  • API integration assistance
  • Custom development
  • Training and workshops
  • Architecture review

Terms of Service ​

https://octeth.com/terms

Privacy Policy ​

https://octeth.com/privacy

Security ​

  • Report security issues to hello@octeth.com
  • Do not post security vulnerabilities publicly
  • Responsible disclosure program available

Company Information ​

50SAAS LLC

We're here to help you succeed with Octeth. Don't hesitate to reach out if you need assistance.

Any questions? Contact us.

©Copyright 50SAAS LLC. All rights reserved.