Get help

Open a ticket#

In the dashboard, open Support and choose New ticket. Pick a category (Technical, Billing, Account or Other), write a subject and describe the problem. For a problem with a job, pick the job in the form so we see it with your message. You can follow the ticket and reply on the same page.

You can also email hello@videxo.io.

What to include#

• The job ID (job_...) for a problem with a job, or the upload ID (up_...) for an upload.
• The endpoint and the time of the request, in UTC.
• The response's code and detail for an error, or the job's error.code and error.message for a failed job.
• The request body, with input URLs that need a login or a signature removed.

Never send an API key or a webhook signing secret, in a ticket or by email. If one was exposed, revoke the key in the dashboard under API keys, or rotate the secret under Webhooks.

Before you write#

• Error codes lists every error with what to do.
• Jobs and their states explains why a job failed.
• A webhook that did not arrive: its deliveries, attempts and the receiver's responses are on the dashboard's Webhooks page and in GET /v1/jobs/{id}/webhook-deliveries (Webhooks).