How to get support

Need help with the Poptin API? This page shows where to reach us, what to check first, and what information to include so the team can respond quickly.

Channels

• Help Center - help.poptin.com covers product usage, account settings, and general troubleshooting. Start here for questions that aren't API-specific.
• Support email - [email protected] is the direct channel for Public API issues, integration questions, and account-scoped help.

Before you write

Most issues resolve faster after a quick pass through the docs. Check the pages most relevant to your problem:

• Auth errors (401 / 403) → Authentication and confirm your key was created under My Account → API & Connections → API Keys in the correct account.
• 429 Too Many Requests → Rate Limits for backoff and Retry-After guidance.
• Long-running imports, deletes, or sends → Async jobs for the polling pattern.
• Endpoint behavior, parameters, response shape → the operation's page in the API Reference, which is the source of truth.
• Experimenting safely → Sandbox Testing.

If your question is still unanswered, gather the details below and reach out.

What to include

Support can diagnose faster when you send:

• UTC timestamp of the request (or a tight window if you ran a batch).
• HTTP method and path - for example, POST /contacts against https://api.popt.in/v1.
• Response status and message - the HTTP status code and any error body returned.
• Account context - the account or subaccount the key belongs to, if safe to share.
• What you expected vs. what happened - one or two sentences is enough.

Redact secrets. Never paste a full API key into an email, ticket, screenshot, or public thread.

Security concerns

For suspected vulnerabilities, key leaks, or abuse, email [email protected] directly - do not post details in public forums, chat rooms, or the docs feedback widget. Include timestamps and the affected key prefix; leave the full key out.

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