Support

Email support

support@syncwords.com, for anything from access to a failed file.

Incidents and maintenance of SyncWords services, as they happen.

Customers with a SyncWords account manager can also reach them directly; for access and keys, that is the quickest route.

The more of this a message has, the fewer questions come back:

	Where to find it
Your organization’s name or id	`GET /whoami` → `organization`
The project id	`id` of the project, in the URL of every project call
The file’s name	`name` in `GET /projects/{id}/files`
The file’s `hash`	Same entry: the id of its processing run, which leads us to its logs
The request and the answer	Method, path, status, and the error body (`message`, `code`, `errors`)
When it happened	A time with its time zone

Never send your secret key or a token. We never need them: the ids above identify everything.

A file is failed

Retry it once: POST /projects/{id}/files/{name}/retry, then POST /projects/{id}/start. Most failures are one-off. See When a file failed.

A file stays pending

Is the project running? A stopped project does not process files. See When a file stays pending.

A 4xx error

The code and errors of the body usually say what to change. See Errors.

Something looks wrong everywhere