# Support

Email is the support channel for the RelationsAI API. This page explains what to include so we can help quickly, and what you must never send.

## Contact

Email [support@relationsai.com](mailto:support@relationsai.com). There is no chat or phone support for the API, and no response-time commitment is published during the private preview.

Write to support to:

- request API access for a workspace during the preview;
- report a problem with the API, an unexpected error or behaviour that does not match these docs;
- ask for a higher daily call limit or rate limit for an expected workload;
- report a suspected security issue (put "Security" in the subject);
- report a mistake in these docs (include the page URL).

Before writing, check the error's page in the [error-code reference](/fundamentals/error-codes) and the [Troubleshooting](/resources/troubleshooting) page: most errors say exactly what to change.

## What to include

| Include | Example |
| --- | --- |
| The request id, from the `X-Request-Id` header or `error.request_id` | `req_4k7m2qat5xvz3c6vqnwpbdfh` |
| When it happened, in UTC | `2026-10-21T09:30:12Z` |
| The operation: method and path | `POST /v1/calls` |
| The mode | test or live |
| The HTTP status and error code | `422 agent_not_ready` |
| Ids of the objects involved | `call_...`, `cmp_...`, `agent_...`, `key_...` |
| A short description: what you did, what you expected, what happened | "The call stayed `queued` for 10 minutes." |
| A sanitised copy of the request | Method, path, non-secret headers and the body with personal data replaced |

The request id is the most useful thing you can send: with it we can find the exact request. If you have several failing requests, send a few request ids.

A sanitised request looks like this:

```http
POST /v1/calls
Authorization: Bearer [REDACTED]
Idempotency-Key: 00000000-0000-4000-8000-000000000001
Content-Type: application/json

{"agent_id": "agent_3hT9kQ2mVx7RbN4pLc8Wz1", "to": "+12025550100", "variables": {"first_name": "[NAME]"}}
```

## Never send secrets or customer data

Never include any of these in a support email, attachment or screenshot:

- **API keys** (`rai_test_...`, `rai_live_...`, `sk_live_...`) or full `Authorization` headers. Send the key id (`key_...`) instead.
- **Webhook signing secrets** (`whsec_...`).
- **Recording links** (`url` from the recording endpoint): they work without a key until they expire or the key that obtained them is revoked.
- **Customer personal data**: real names, phone numbers, contact details or custom field values of the people you call.
- **Private transcripts, recordings or analysis** of real calls.

Replace them with placeholders such as `[REDACTED]` or use the fictional test numbers. Ids, request ids and timestamps are enough for us to find what we need in your workspace. If a key or secret was sent by mistake, rotate it in the console right away.