Troubleshooting and support
Collect useful connection context without sharing keys or customer documents.
Check the connection context
Confirm the API origin, organisation, key expiry/revocation, and scopes. Ask an owner or admin to inspect API settings. A key does not grant access outside its organisation’s permitted resources.
Use the documented response envelope. For paginated reads, follow page.hasMore and the cursor even when a filtered page is empty. Honour Retry-After when throttled, and keep the same idempotency key when retrying the same supported write.
Check the actual state
If an upload or review appears stuck, distinguish the last successful stage: initiation, byte transfer, completion, attachment, or review. Do not resubmit repeatedly under new IDs without checking whether the earlier operation committed.
A pending review or human-action state is not a transport failure. Open the corresponding Assurance record to see what remains outstanding.
Share a safe support summary
Use your existing Nexus support channel or the contact below. Include the contract version, environment, request method and route template, time in UTC, HTTP status, error code, and request ID if provided.
Remove bearer keys, signing secrets, signed download URLs, request bodies, and customer documents. Do not paste those into public issues or an agent prompt. No public incident-response time is promised by this guide.