Adlocaite Docs

Contact Support

Our technical support team is here to help you with API integration, troubleshooting, and any questions about using the Adlocaite platform.

Getting help

Before contacting support

Please check the following resources first:

  • API Documentation - Review the relevant endpoint documentation
  • Error Messages - Check the specific error codes and messages
  • Authentication - Verify your API key is valid and properly formatted
  • Rate Limits - Ensure you're not exceeding API limits

What to include in your request

When contacting support, please provide:

  • API endpoint you're trying to use
  • Request details including headers and body
  • Error messages with full error responses
  • Screen ID or Offer ID if applicable
  • Timestamp of when the issue occurred

Contact information

Technical support

For API integration help and technical issues:

Onboarding team

For new integrations and API key requests:

Business inquiries

For general business questions and partnerships:

Response times

Support priority levels

High Priority (API completely non-functional)

  • Initial response: Within 2 hours during business hours
  • Resolution target: Same day

Medium Priority (Partial functionality issues)

  • Initial response: Within 4 hours during business hours
  • Resolution target: Within 24 hours

Low Priority (General questions, documentation)

  • Initial response: Within 24 hours during business hours
  • Resolution target: Within 48 hours

Business hours

  • Monday - Friday: 9:00 AM - 6:00 PM CET
  • Weekends: Emergency support only for high-priority issues
  • Holidays: Limited availability

Emergency contact

For critical system outages affecting live advertising:

  • Emergency hotline: Available through your account manager
  • Response time: Within 30 minutes, 24/7

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