A human reads
every email.
One channel, no ticket maze — . We aim to reply within 48 hours — usually much faster. Picking the matching subject below routes you to the right answer sooner.
Already have an account? Write from Account → Help instead — it attaches your plan and current usage to the message, so we can find you without a round-trip.
Can’t reach the data? The 60-second checks.
Three checks separate “the platform is down” from “my key or quota” — run them top to bottom and you’ll know which email to send (or that none is needed).
1 · Is the platform up? (no key needed)
curl "https://api.petreldata.io/v1/demo/score?lon=-80.19&lat=25.76"
Scores back = the platform is healthy, and the issue is specific to your key or quota — keep going. An error here = it’s on our side; email “API bug” with the timestamp.
2 · Is your key valid?
curl -H "X-API-Key: tlk.YOUR_KEY" "https://api.petreldata.io/v1/catalog"
200 = key is fine. 401 = the key is wrong, revoked, or truncated — check it in your account (keys are shown once at creation; generate a new one if in doubt).
3 · Are you over quota?
A quota_exceeded response means the month’s included calls are used up (free tier: 1,000/mo; the live demo allows 25 scores/day per IP). Check usage in your account, or upgrade for more.
Reporting a bug? Include these.
- The full request URL (endpoint + parameters).
- Timestamp (with timezone) of the failing call.
- The complete response body and HTTP status.
- The first 12 characters of your API key only (e.g.
tlk.1a2b3c4d) — never send the full key.