Technical FAQs

connecting with signzy's support team we have a dedicated team of support professionals who are available 24/7 to assist you with any queries or issues that you may encounter while using our products and services to connect with our support team, you can simply log in to your signzy account and create a support ticket our team will promptly respond to your query and work towards resolving your issue as quickly as possible in addition to creating support tickets, you can also reach out to us through email or phone we have a comprehensive knowledge base and documentation available on our website that you can refer to for quick solutions to common issues we also offer product training sessions and webinars to help you better understand and utilize our products and services to their full potential our support team is always happy to assist you in any way they can, so don't hesitate to reach out to us visit continuous support post go live docid 4lrxd2oypdfbzzy4gkirt for more details what should i do if i receive a 401 error/credentials expired message while using your api? if you encounter a 401 error message while using our api, it means that you do not have the necessary authorization to access the requested resource please ensure that you are using the correct endpoint and that you have the correct credentials you may also need to check if your access token or session has expired and renew it if necessary if the issue persists, please contact our customer support for further assistance what should i do if i'm experiencing issues with extraction/ocr accuracy and masking? we understand that you may face issues with ocr accuracy due to various factors such as complex font variations, image quality, lighting and contrast, background noise, complex layouts, and multiple languages our ocr engines use advanced algorithms, machine learning techniques, and training with large data sets to improve accuracy to resolve the issue, we kindly request you provide us with additional examples, such as specific documents or images, request, and response bodies, error messages, error codes, or relevant screenshots our team will attempt to reproduce the issue using the same document(s) or image(s) provided by you in the same environment we will also verify if there are any known issues or updates related to the reported problem what should i do if i receive a 409 error code or upstream down error message while accessing a website or application? if you receive a 409 error code or upstream down error message while attempting to access a website or application, please provide us with as much information as possible about the issue this includes the specific endpoint you are trying to access, any error messages and codes you have received, and any relevant screenshots our team will then investigate the issue and check with our l2 support team to see if there are any known issues with the source or vendor if there are no known issues, we will attempt to reproduce the error in order to better understand the issue and provide a solution what should i do if i experience issues with ip whitelisting/ssl certificate, and my server does not receive any requests in the future? in case you face any such issue in the future, please provide us with as much information as possible regarding the issue you are facing this may include request and response bodies, error messages, error codes, or relevant screenshots please let us know which ip addresses you have whitelisted so that we can verify that they are correct in case of any error codes such as 444 or 403, please provide us with the specific details to help us resolve the issue quickly our l2/infrastructure team will further investigate the problem once we receive all the necessary information from you to resolve ssl certificate issues in the future, please ensure that you correctly install the ssl certificate at your end and that it corresponds to the correct domain name if you need to install it manually during the onboarding process, please ensure that you do it correctly what should i do if i encounter a timeout error (504) or bad gateway error (502)? if you encounter a timeout error (504) or bad gateway error (502), we recommend that you provide as much information as possible to our support team, including the specific page or api that is timing out, request and response body, any error messages, error code or screenshots that may be relevant our team will also investigate the kibana logs for the specific date and time when the issue occurred to check for any issues related to load on the api, specifically on the internal endpoint, by analyzing the requests per second (qps) if the issue does not appear to be related to load, our l2 team will escalate the problem and work to resolve it as quickly as possible can i check the logs for queries made using your api? we do not retain the data at our end, but we can provide you with the information displayed in kibana as the final success rate or number of hits however, if you need to analyze a particular issue and require the request response for a specific case, we can request your written permission to enable recording of the request body for a limited time once we have your permission, we will be able to analyze the issue and provide you with the necessary information i received a 403 error code while trying to access an api what does this mean? if you receive a 403 forbidden error while trying to access an api, it means that you are not authorized to access the requested resource to resolve this, please ensure that you have the necessary authentication and authorization requirements as specified in the api documentation please make sure to send the correct credentials in the request and access the correct api endpoint if you continue to receive a high number of 403 errors, please contact your customer service manager (csm) for further assistance i'm having issues with the api in a specific environment, what should i do? we suggest that you provide us with as much information as possible regarding the issue, including the specific endpoint you're attempting to access, the request and response bodies, error messages and codes, and any relevant screenshots we will then verify that you have access to the api in the environment where the issue is occurring we will also test the api in both the production and pre production environments using the same inputs you provided to us we will check the api's documentation to ensure that you are using the correct inputs and the correct endpoint for the api in addition, we will investigate if there are any usage limits or rate limits set on your account that could be causing the issue