Developer Support

Use a sanitized support request when an integration outcome cannot be resolved safely. This portal publishes no destination to send it to and no service expectations: use the arrangement already in place for your Mailhub account. What this page gives you is the request itself — assembled so that whoever receives it can act on it without a second round trip, and without you having sent anything you should not have.

Before you send anything

Most integration outcomes are answerable from the documentation, and a request that has already been through these is a much stronger one:

1. Find the status in Error Handling — each category says what to inspect and whether another attempt can change the outcome.
2. If the outcome is ambiguous rather than a clean failure, read Retries and Ambiguous Outcomes before retrying anything state-changing.
3. Confirm the request against the API Reference — the complete schema for the operation you called.
4. Collect the details below while the context is still available to you.

Information to include in a support request

• environment;
• approximate timestamp with timezone;
• operation and route template;
• Order, Shipment, or Label identifiers when available;
• your client-side correlation identifier when available;
• sanitized error summary;
• whether the request was retried and what happened;
• whether money or a Label may have been created;
• steps already taken.

Warning

Never include API keys, access tokens, refresh tokens, passwords, or Authorization headers. Also exclude full Label file contents and unredacted sensitive customer payloads.

Before escalating, follow Error Handling and Retries and Ambiguous Outcomes.