Support

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

Get Help

Email Support

Primary: support@octeth.com
Sales: hello@octeth.com

Response time: Within 24 hours on business days

Help Portal

Browse our knowledge base for guides, tutorials, and FAQs:
https://help.octeth.com

Before You Contact Support

1. Check the Documentation

Getting Started Guide - Quick setup and first API calls
API Reference - Complete endpoint documentation
Error Handling - Common error codes and solutions
Authorization - Authentication methods and troubleshooting

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: 5.7.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

Development Resources

SDKs and Libraries

Official and community SDKs:

PHP SDK: Coming soon
Python SDK: Coming soon
Node.js SDK: Coming soon
Community Libraries: GitHub Search

Testing Tools

Postman Collection

Import our API collection for testing
Download: Coming soon

cURL Examples

All documentation includes cURL examples
Copy and modify for your testing

API Changelog

Stay updated with API changes:

Service Status

System Status

Check current system status and planned maintenance:

Status Page: Coming soon
Maintenance notifications sent via email

API Limits

Limit Type	Default	How to Increase
Rate Limit	1000/hour	Contact support
Payload Size	10MB	Contact support
Batch Size	1000 records	Use pagination
Concurrent Connections	10	Upgrade plan

Community

Developer Forum

Join discussions with other developers:

Forum: Coming soon
Share integrations and best practices
Get help from the community

Feature Requests

Have an idea to improve the API?

Submit via GitHub Issues
Vote on existing requests
Track implementation progress

Enterprise Support

Priority Support Plans

For mission-critical deployments:

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

Contact enterprise@octeth.com for details.

Professional Services

Need help with implementation?

API integration assistance
Custom development
Training and workshops
Architecture review

Legal & Compliance

Terms of Service

https://octeth.com/terms

Privacy Policy

https://octeth.com/privacy

Data Processing Agreement

Available upon request for enterprise customers

Security

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

Support ​

Get Help ​

Email Support ​

Help Portal ​

Before You Contact Support ​

1. Check the Documentation ​

2. Verify Your Setup ​

3. Review Common Issues ​

Reporting an Issue ​

What to Include ​

1. Environment Details ​

2. API Request ​

3. API Response ​

4. Expected vs Actual Behavior ​

Example Support Request ​

Development Resources ​

SDKs and Libraries ​

Testing Tools ​

API Changelog ​

Service Status ​

System Status ​

API Limits ​

Community ​

Developer Forum ​

Feature Requests ​

Enterprise Support ​

Priority Support Plans ​

Professional Services ​

Legal & Compliance ​

Terms of Service ​

Privacy Policy ​

Data Processing Agreement ​

Security ​

Company Information ​