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Support

Get help with the Matchstra API, report issues, and connect with our team.

Contact Methods​

📧 Email Support​

General Support:

  • Email: support@matchstra.ca
  • Response time: Within 24 hours (business days)
  • Best for: General questions, account issues, billing inquiries

Technical Support:

  • Email: tech@matchstra.ca
  • Response time: Within 12 hours (business days)
  • Best for: API integration help, technical issues, bug reports

Sales & Enterprise:

  • Email: sales@matchstra.ca
  • Response time: Within 1 business day
  • Best for: Pricing, custom plans, enterprise features

💬 Live Chat​

Available in the Matchstra Dashboard

Hours:

  • Monday-Friday: 9:00 AM - 5:00 PM EST
  • Saturday-Sunday: Closed

📞 Phone Support​

Enterprise customers only

Contact your account manager for phone support access.

Before You Contact Us​

Help us help you faster by:

  1. Checking the documentation - Most questions are answered in our guides
  2. Searching error messages - See our Error Handling guide
  3. Trying the API Explorer - Test endpoints at /api-explorer
  4. Reviewing your quota - Check remaining requests in your dashboard

What to Include in Your Request​

For Technical Issues​

Please provide:

- API endpoint you're calling
- Request method (GET/POST/etc.)
- Full error message
- HTTP status code
- Request ID (if available)
- Your API key prefix (first 8 characters only)
- Programming language/framework
- Sample code (remove sensitive data)
- Expected vs actual behavior

Example:

Endpoint: POST /api/Screening/screen
Status: 400 Bad Request
Error: "Validation failed"

Request body:
{
  "name": "John Doe",
  "entityType": "Person"  // <- Is this the right value?
}

Expected: Screening to complete
Actual: 400 error

Language: JavaScript (Node.js 18)

For Account Issues​

Please provide:

  • Your account email
  • Description of the issue
  • Screenshots (if applicable)
  • Steps to reproduce

Service Level Agreements (SLA)​

Response Times​

PlanEmail ResponseIssue ResolutionUptime SLA
Starter48 hoursBest effort99.5%
Professional24 hours3-5 business days99.9%
Business12 hours1-2 business days99.9%
Enterprise4 hoursSame day99.95%
note

Response times are for initial reply during business hours (Mon-Fri, 9 AM - 5 PM EST).

Priority Levels​

Critical (P1)

  • API completely unavailable
  • Data breach or security issue
  • Compliance risk

High (P2)

  • Major feature not working
  • Performance degradation
  • High error rates

Medium (P3)

  • Non-critical feature issue
  • Documentation error
  • Enhancement request

Low (P4)

  • General questions
  • Feature requests
  • Best practice advice

Self-Service Resources​

Documentation​

Tools​

Status Page​

Check system status: status.matchstra.ca (placeholder)

  • Current incidents
  • Scheduled maintenance
  • Historical uptime
  • Subscribe to notifications

Common Issues & Solutions​

Authentication Errors (401)​

Problem: "Invalid or missing API key"

Solutions:

  1. Verify API key is in X-API-Key header (not Authorization)
  2. Check for typos or extra whitespace
  3. Confirm key hasn't been revoked in dashboard
  4. Ensure you're using the correct environment key

Read more →

Rate Limit Errors (429)​

Problem: "Request quota exhausted"

Solutions:

  1. Check remaining quota in dashboard
  2. Implement request queuing
  3. Cache results to reduce calls
  4. Upgrade to a higher-tier plan

Read more →

Validation Errors (400)​

Problem: "Validation failed"

Solutions:

  1. Verify all required fields are present
  2. Check data types (string vs number)
  3. Validate date formats (ISO 8601)
  4. Review endpoint documentation

Read more →

Image Upload Errors​

Problem: "Invalid image format or size"

Solutions:

  1. Ensure images are JPEG or PNG
  2. Check file size is under 10 MB
  3. Verify images are not corrupted
  4. Test with sample images first

Read more →

Report a Security Issue​

If you've discovered a security vulnerability, please do not open a public issue.

Security contact:

We take security seriously and will work with you to resolve issues promptly.

Feature Requests​

We welcome feedback and feature requests!

How to submit:

  1. Email: product@matchstra.ca
  2. Dashboard: Use the feedback widget
  3. Roadmap: Vote on planned features (coming soon)

What to include:

  • Description of the feature
  • Use case / problem it solves
  • Expected behavior
  • Priority for your business

API Consulting​

Need help with:

  • API integration planning
  • Architecture review
  • Performance optimization
  • Compliance guidance

Enterprise consulting services:

Community​

Developer Community (Coming Soon)​

Social Media​

Legal & Compliance​

Terms of Service​

View Terms

Privacy Policy​

Available at matchstra.ca/privacy (placeholder)

Data Processing Agreement (DPA)​

Enterprise customers: Contact legal@matchstra.ca

Compliance Questions​

Email: compliance@matchstra.ca

Feedback​

Help us improve! We'd love to hear:

  • What you like about the API
  • What could be better
  • Features you'd like to see
  • Documentation improvements

Send feedback:

Office Hours (Enterprise Only)​

Schedule a call with our team:

  • Weekly office hours available
  • 30-minute slots
  • Screen sharing supported
  • Bring your integration questions

Contact your account manager to schedule.

Thank you for using Matchstra! We're here to help you succeed. 🚀