Support & contact
What this is for: these docs are written so a working integration doesn't require asking anyone anything. But when you genuinely get stuck — an undocumented edge case, something that looks like a bug, a question about your account — here's the escape hatch.
Before you reach out
Two pages solve most problems faster than a support ticket:
Troubleshooting: my webhook isn't arriving — the ordered checklist for the most common failure.
Integration checklist — a final pass that catches the usual gaps (signature over raw bytes, de-dupe, expiring file links).
Contact InsurGrid
Email support@insurgrid.com with your question. Include a request_id or trace_id and a rough timestamp (see below) so we can find the exact request or event fast.
Quote your request_id or trace_id
Every error response carries a request_id. Every submission and webhook delivery carries a trace_id. Both are correlation identifiers InsurGrid support can use to pull up the exact request or event you're asking about — without one, diagnosing an issue takes much longer, and sometimes isn't possible at all.
New term — correlation id: a unique value attached to one specific request or event, so it can be looked up later without ambiguity.
request_ididentifies one API call;trace_ididentifies one submission or webhook delivery.
Before contacting support:
Find the relevant
request_id(in an error response body) ortrace_id(in a submission or webhook payload, or the delivery log).Include it verbatim in your message, along with the topic/endpoint and roughly when it happened.
If it's a webhook delivery issue, also check the delivery log in the API section first — it often already shows what went wrong.
A support request with a request_id or trace_id and a rough timestamp is almost always resolved faster than one without.