> For the complete documentation index, see [llms.txt](https://docs.insurgrid.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.insurgrid.com/support.md).

# 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](/testing/troubleshooting.md) — the ordered checklist for the most common failure.
* [Integration checklist](/testing/integration-checklist.md) — a final pass that catches the usual gaps (signature over raw bytes, de-dupe, expiring file links).

## Contact InsurGrid

Email [**support@insurgrid.com**](mailto: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_id` identifies one API call; `trace_id` identifies one submission or webhook delivery.

Before contacting support:

1. Find the relevant `request_id` (in an error response body) or `trace_id` (in a submission or webhook payload, or the delivery log).
2. Include it verbatim in your message, along with the topic/endpoint and roughly when it happened.
3. 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.

## Related

* [Troubleshooting: my webhook isn't arriving](/testing/troubleshooting.md)
* [Sandbox & testing](/testing/sandbox.md)
* [Glossary](/glossary.md)


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