Help center

Answer first, support ticket second.

The articles that solve what shows up most in support: number approval, rejected templates, email deliverability, wallet and API errors.

articles written from real support tickets

categories, one per channel and per topic

1 h

first-response SLA from support

EN-US

everything in English, including error messages

Articles

What shows up most in support.

8 articles. Each one answers a specific question with the step-by-step — no three-paragraph introduction before the answer.

API errors

What to do when the response isn't 2xx.

Every error returns a stable code in error.code, with the message in English. These are the ones that show up most — and what to do in each case.

See the full reference →

HTTPCodeWhat to do

401auth_invalid_keyKey missing, revoked or from another environmentCheck the Authorization header and make sure the key is from the right environment — a test key doesn't send in production.

403auth_scope_missingThe key doesn't carry the operation's scopeAdd the required scope to the key (for example sms:send) or use a key with the right permission.

402wallet_insufficient_balanceInsufficient balance on the environment's walletTop up via Pix for release in seconds. Set a minimum balance alert so it doesn't happen again.

422template_not_approvedTemplate missing, paused or rejectedCheck the status on the dashboard. A template under review or rejected doesn't send — fix it and resubmit.

422window_closed24-hour window closed for this contactOutside the window, only an approved template. The error indicates which category is accepted to reopen the conversation.

429rate_limitedAbove the key's request limitRespect the Retry-After header and spread the sending. For higher volume, negotiate throughput with sales.

503provider_unavailableThe channel provider refused or is unavailableRetry with the same idempotency key. Check the status page before opening a ticket.

A 5xx on our side can be retried with the same idempotency key, with no risk of duplicating the message.

Tracks

Starting now? Follow in order.

Three paths depending on your role. Each track has the articles in the sequence that avoids rework — most tickets from new accounts come from someone who skipped a step.

⌘

Whoever will integrate

The technical team who will wire the API into the product.

01First send in 10 minutes, on the test environment

02Keys per environment and minimum scope

03Webhook: signature, quick 2xx and idempotency

04Handling the most common errors

◫

Whoever will handle support

Supervision and the support team on the inbox.

01Invite the team and set permissions

02Create teams, queues and SLA per queue