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Support

In this section, we'll cover how to reach out to our support team.

Retrieve and share the request ID​

In every API response you receive a unique identifier, henceforth referred to as request ID. This request ID is crucial for troubleshooting and tracking specific requests made against the Partner API. It allows us to quickly identify and investigate any issues you may encounter.

Finding the Request ID​

  • All Responses: In every API response, you can find the request ID in the response header called x-request-id:

    x-request-id: pa_5476b5f6adbb28d2fb4155277b17223c

  • Error Responses: If an error occurs, the request ID is also included in the response body, in a dedicated field called requestId:

    {
      "message": "HVAC not reachable due to offline gateway.",
      "requestId": "pa_5476b5f6adbb28d2fb4155277b17223c"
    }

Using the Request ID for Support​

When contacting our support team for assistance with a specific request, please make sure to always include the request ID (taken either from the response header or the body) in your communication. This allows us to quickly locate and understand the request.

Contacting Support​

You can reach our support team through the following channels: