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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.