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Pre-requisites when Sending a Support Request to Validic

Last Updated: Aug 29, 2017 09:04AM EDT
Q: What information should be provided when sending a support request to Validic?

Information passed on to us when sending a support request depends on what issue is being forwarded.

The basic information needed for us to quickly investigate an issue is your device or App user's Validic User ID. This applies to issues involving data such as when there is data expected but is not available via the Validic API, or the data itself is invalid or incorrect. This also includes issues experience by a user in the App Marketplace. It is helpful if you can provide us the related Validic API Objects affected, e.g. Fitness, Routine, etc. Finally, the specific Vendor or App source, such as Fitbit or Jawbone would help narrow the issue down.

There are other cases which may require additional information. For example, for Custom App Marketplace implementations, issues like redirects upon syncing an App would require the Redirect URL or the complete, sync/unsync/refresh URLs. Issues on push notifications on the other hand, such as delays or non receipt, adding information like when the problem was initially observed, or specific dates where a notification was expected but not received would help a lot in understanding the problem.

We may request additional information as we move forward with our investigation.
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