Get help and open a ticket

Before you start#

Have the response of the failing call to hand. The value of its X-Kong-Request-Id header identifies the call.

Steps#

1. Note the X-Kong-Request-Id, the time of the call, the product and the environment (Sandbox or Production).
2. Open a ticket from your account in the portal (the tickets list beside your apps), or write through the contact page.
3. Paste the request ID and what you expected, not only what you got.

Check that it worked#

The ticket appears in your tickets list with its status, and replies arrive there.

Questions people ask#

These come from the former help site (docs.api360.sa), answered for the platform as it is today.

How do products, versions and endpoints fit together?#

A provider publishes a product. A product has one or more major versions, and each version has endpoints. A call goes to the product's gateway address, then /v and the major version, then the endpoint's path. The product's page in the marketplace lists all three.

How do callbacks work?#

A product that answers asynchronously sends a callback to the address configured for the endpoint; the portal keeps the callback settings and a log of what was sent. Platform-wide events reach you as notifications today (events and notifications).

If something goes wrong#

• No X-Kong-Request-Id in the response means the call did not reach the gateway: check the address and your network first.
• For 403, 404 and 429, read errors, status codes and retries before opening a ticket: most have a fix on your side.