Support
Contact
Email [email protected].
Include as much of this as applies, because it is what we need before we can look at anything:
- The job identifier, the UUID returned when the job was created.
- The
requestIdif you received a500. - The exact request you sent, with the API key removed.
- The exact response you received, including the status code.
- When it happened, with a timezone.
Never send us an API key, in an email or anywhere else. If you believe a key has been exposed, revoke it in the dashboard first and tell us afterwards.
Before you write
Most problems have an answer already written down.
| Symptom | Where to look |
|---|---|
| A request is rejected | Errors lists every response body and what it means |
| A job was accepted then failed | Handling failures |
outputUrl is null | Downloading output |
| A webhook never arrived | Webhooks, then check the delivery log in the dashboard |
| A signature check fails | Webhooks; the usual cause is verifying a re-serialised body |
A preset is refused with 403 | Plans and limits |
| Encoding is slower than expected | Choosing a preset |
Diagnosing it yourself
Check the job first. Reading the job tells you more than any other single
call: the status, the errorMessage, the retryCount, and the lifecycle
timestamps that show how far it got.
curl -s https://videotranscode.cloud/api/v1/jobs/$JOB_ID \
-H "Authorization: Bearer $VT_API_KEY" | jqCheck your source is reachable from outside your network. A URL that works in your browser may not work from our workers, because your browser has your cookies and your network.
curl -sI "$INPUT_URL" | head -1Check the webhook delivery log in the dashboard. It records every attempt with the status code your endpoint returned and how long it took. A run of timeouts means your handler is working before acknowledging.
Service status
The dashboard shows queue depth and recent job throughput for your account.
Reporting a security issue
Email [email protected] with the subject line beginning
SECURITY. Please describe the class of problem and how to reproduce it, and
give us a chance to fix it before publishing.
Do not include working credentials or exfiltrated data in the report.
What we cannot do
Some limits are structural rather than policy, and asking will not change them.
- We cannot recover output once it is gone from storage. There is no backup behind it. Copy anything you need to keep to your own storage.
- We cannot extend a download link beyond seven days. That is a hard limit in the storage signer. Read the job again to sign a new one.
- We cannot replay a webhook. After three failed attempts the notification is dropped. Reconcile by reading the job.
- We cannot return a quota slot for a job that failed during processing. The slot is claimed at creation.