Please contact us right away for any issues impacting your access or ability to use our products. We are here and ready to help!
We're always a short email away at [email protected] or you can reach out to us through the appropriate communication channel setup for your team/account.
API Issue Reporting
To help us troubleshoot the issue, if possible, please provide the following information when reporting an issue:
1. Approximate time of issue
Provide the approximate date and time when the issue occurred.
2. HTTP status code
The numeric HTTP status code received, e.g. 404, 500, etc if you making an API request.
For SDK issues, you can find the HTTP status code in the browser developer console under the Network tab. Here's a screenshot of how that looks like in Chrome:
3. Response status field
All MetaKeep API and SDK responses include a status field that indicates the status of the request. This field is always present, even if the request fails. Please include the value of this field in your report.
4. Check error status details
Please check https://docs.metakeep.xyz/reference/api-error-status for the error status details and see if it helps you in resolving the issue. Also, you can use the search bar on the top right to search for the error status.
5. Debugging response headers
All MetaKeep API and SDK responses include a x-amzn-requestId header that contains a unique identifier for the request. Please include the value of this header in your report.
For SDK issues, you can find the x-amzn-requestId header in the browser developer console under the Network tab. Here's a screenshot of how that looks like in Chrome:
Verification Email Issue Reporting
If you are having trouble receiving the OTP verification email, please try the following steps to troubleshoot the issue before reporting it:
1. Check your spam/junk folder
Check your spam/junk folder to see if the email was delivered there. If it was, please mark it as not spam/junk.
2. Try to resend the verification email
Try the resend verification email option. If you are still not receiving the email, try the next step.
3. Wait for 5 minutes
Some email providers especially Gmail intentionally add a short delay before delivering an email from a new sender. Please wait for 5 minutes and check your inbox again.
4. Send a test email
If you still haven't received the email, please send a test email to your email address from another email address. We recommend trying from a Gmail or Outlook account.
If you are using Sign in with Apple, please configure metakeep.xyz as the authorized domain in your Apple Developer account. Sign in with Apple hides the user's email address and provides a proxy email address which only allows configured domains to send emails to the user.
5. Test with a different app ID and image
Create a new app in the MetaKeep console with a different image or without any image and try to verify the email again. If you can receive the email now, the email provider might be blocking the email due to the image URL or the contents of the image. Experiment with different image content and try hosting the image on a different domain(e.g. S3 bucket, Google Drive, etc) to see if the issue is resolved.
6. Check your email filters
Check your email filters to see if the email was filtered out by the filters you have set up.
7. Contact us
After trying the above steps, if you are still not receiving the email, please contact us and we will help you troubleshoot the issue.
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