---
title: "Support"
description: "What to check before contacting support, and what to include in your ticket."
---

> Documentation Index
> Fetch the complete documentation index at: https://dev.messageport.com.au/llms.txt
> Use this file to discover all available pages before exploring further.

# Support

## Before you contact us

Most problems can be diagnosed from the response itself.

1. **Did you get a status code?** If not, there's probably a network problem between your server and ours. Check firewalls, proxies, DNS and outbound HTTPS from your server.
2. **Read the response body.** Error responses explain what's wrong, including which field failed. See [Errors](/concepts/errors/).
3. **Check per-message errors.** A send can succeed while individual messages are rejected. Look at `data.errors` and the `error_help` for each. See [Per-message errors](/guides/sending-messages/#per-message-errors).
4. **Reproduce it with curl.** Run the failing request with `curl`, using the examples in the [API reference](/api/). If curl works but your code doesn't, compare the two requests.
5. **Check your credentials.** Call [Get account details](/api/account/get/) to confirm your API key works.

## Still got problems?

Raise a ticket at [https://support.edgility.com.au](https://support.edgility.com.au) or email [support@edgility.com.au](mailto:support@edgility.com.au). Include the details below so we can help quickly.

> **We need the request and response**
>
> Include a capture of the HTTP request and response. Without one we can't diagnose the problem. Remove or mask your API key before you send it.

Accepted formats:

- a curl command, with its output,
- a HAR (HTTP Archive) file,
- the raw HTTP request and response.

### Ticket template

Copy this into your ticket and fill it in:

```text
API endpoint:
  e.g. POST /v2/sms

Language:
  e.g. PHP, C#, Node.js

Using a library or package? (Y/N, which one):

What are you trying to do?
  e.g. Send an SMS to a customer with a custom sender ID.

What error are you getting? Include the full response body.
  e.g. RECIPIENT_OPTED_OUT

Request/response capture (curl, HAR or raw HTTP):

Relevant source code (if possible):
```

Source: https://dev.messageport.com.au/support/index.mdx