# Support

> How to reach SyncWords, and what to send so we can help at once.

- **[Email support](mailto:support@syncwords.com)**: **support@syncwords.com**, for anything from access to a failed file.
- **[Service status](https://status.syncwords.com)**: 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.

## What to include

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.

## Before you write

**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](/vod-express/guides/monitoring#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](/vod-express/guides/monitoring#when-a-file-stays-pending).

**A 4xx error**

The `code` and `errors` of the body usually say what to change. See [Errors](/vod-express/guides/errors).

**Something looks wrong everywhere**

Check [status.syncwords.com](https://status.syncwords.com) and the
[Known issues](/vod-express/changelog#known-issues) of your build.