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Support & Resources

Get help with your GoRoute integration.

Getting Help​

Support Channels​

ChannelBest ForResponse Time
📧 support@goroute.aiTechnical issues, account questions24 hours
💬 In-app ChatQuick questionsReal-time (business hours)
📖 DocumentationSelf-serviceInstant
🐛 GitHub IssuesBug reports, feature requests48 hours

Business Hours​

  • Primary: Monday - Friday, 9:00 AM - 6:00 PM CET
  • Emergency: 24/7 for production outages (Enterprise plans)

Before Contacting Support​

Gather This Information​

For faster resolution, please provide:

  1. API Request ID — Found in response headers (X-Request-ID)
  2. Transaction ID — For specific transaction issues
  3. Timestamp — When the issue occurred (UTC preferred)
  4. Request/Response — Sanitized copies (remove API keys)
  5. Error Messages — Complete error response

Example Support Request​

Subject: Transaction delivery failure - tx_abc123

Issue: Invoice not delivered after 2 hours

Details:
- Transaction ID: tx_abc123
- Request ID: req_xyz789
- Receiver: 0192:987654321
- Error: TX_005 - Delivery failed
- Timestamp: 2024-01-15T10:30:00Z

Steps to reproduce:
1. POST /api/v1/send with attached invoice
2. Transaction created successfully
3. Status stuck on "sending" for 2+ hours

Expected: Delivery within 15 minutes
Actual: Still pending after 2 hours

Attachments:
- Invoice XML (sanitized)
- API response

Self-Service Resources​

Status Page​

Check system status at status.goroute.ai:

  • Current system status
  • Scheduled maintenance
  • Incident history
  • Subscribe to updates

Common Issues​

"Invalid API Key" (AUTH_001)​

# Verify your API key
curl -H "X-API-Key: your_key" \
  https://app.goroute.ai/peppol-api/api/v1/health

Solutions:

  • Check for extra whitespace in key
  • Ensure key hasn't been rotated
  • Verify key has required scopes

"Participant Not Found" (PART_001)​

# Check if participant is registered
response = requests.get(
    "https://app.goroute.ai/peppol-api/api/v1/participants/lookup",
    params={"scheme": "0192", "identifier": "123456789"},
    headers={"X-API-Key": api_key}
)

Solutions:

  • Verify identifier format
  • Check recipient is registered on Peppol
  • Try looking up on production SMP

"Validation Failed" (VAL_003)​

# Get detailed validation errors
response = requests.post(
    "https://app.goroute.ai/peppol-api/api/v1/validate",
    data=invoice_xml,
    headers={"X-API-Key": api_key}
)
print(response.json()["errors"])

Solutions:

  • Review Schematron rule in error message
  • Check Error Codes for rule explanation
  • Validate locally first

Rate Limiting (429)​

# Check rate limit headers
response = requests.get(url, headers={"X-API-Key": api_key})
remaining = response.headers.get("X-RateLimit-Remaining")
reset = response.headers.get("X-RateLimit-Reset")

Solutions:

  • Implement exponential backoff
  • Batch requests where possible
  • Contact us for rate limit increase

Service Level Agreement​

API Availability​

PlanMonthly UptimeSupport Response
Starter99.5%48 hours
Professional99.9%24 hours
Enterprise99.99%4 hours

What's Covered​

  • ✅ API endpoint availability
  • ✅ Peppol network connectivity
  • ✅ Document delivery
  • ✅ Webhook delivery

What's Not Covered​

  • ❌ Scheduled maintenance (announced 48h+ in advance)
  • ❌ Recipient Access Point issues
  • ❌ Client-side integration bugs
  • ❌ Invalid document rejections

Training & Onboarding​

Getting Started Session​

Free 30-minute onboarding for all plans:

  • API overview
  • Authentication setup
  • First invoice walkthrough
  • Q&A

Schedule Onboarding →

Technical Deep Dive​

For Enterprise customers:

  • Architecture review
  • Integration best practices
  • Performance optimization
  • Security review

Documentation​

Tools​

External Resources​

Feedback​

We value your feedback! Help us improve:

  • 💡 Feature Requests: feedback@goroute.ai
  • 📝 Documentation Issues: Click "Edit this page" on any doc
  • ⭐ Reviews: Share your experience

Emergency Contact​

For critical production issues affecting business operations:

📞 Emergency Hotline: +1-555-GOROUTE (Enterprise plans)

Available 24/7 for:

  • Complete API outage
  • Data security incidents
  • Regulatory compliance issues

Email: support@goroute.ai Status: status.goroute.ai Dashboard: app.goroute.ai