# Support

> Contact CurrencyCore support, check the status page first, and include the endpoint, UTC time, status, key prefix, request body, and correlation ID in your report.

Canonical: https://currency-core.com/docs/guides/support/
Updated: 2026-11-11
Published: 2026-11-11

---
## Contact

Email [support@currency-core.com](mailto:support@currency-core.com) for account,
billing, API, MCP, and data questions.

For an active incident, check the [status page](/status/) first. It shows current
health, a 90-day uptime history, and recent incident reports for
`api.currency-core.com`.

This page does not promise a response time or an SLA. Any response-time or SLA
commitment is defined only in a signed Enterprise agreement. See
[Pricing](/pricing/) for the plan comparison.

## What to include in a request

A report that includes the fields below can be investigated without a round trip.
Use the table as a checklist.

| Field | What to send | Why |
|---|---|---|
| Endpoint | The full path, such as `/v1/convert` or `/v1/history` | Narrows the route and plan gate |
| Time | The request time in UTC, including the date | Matches the request to logs and incidents |
| Status | The HTTP status and `error.code`, such as `429 rate_limited` | Separates auth, plan, quota, and server errors |
| Key prefix | Only the first few characters, such as `cc_live_` or `cc_test_` | Identifies the key type without exposing the secret |
| Request body | For a GET request, the full query string and headers with secrets redacted | Reproduces the exact call |
| Correlation ID | The ID you generated for the call, if you use one | Joins your logs to the time window |

The API does not return a request ID header today. A correlation ID from your own
logs is still useful: include it with the UTC time so the request can be matched
to the right window. See
[Observability and logging](/docs/guides/observability/) for a logging pattern.

Do **not** send a full API key, a password, a payment card number, or a complete
authorization header. If you already exposed a key, revoke it in the dashboard
and create a replacement. See [Authentication](/docs/authentication/).

## Before you email

Most API failures are explained by one of these checks:

- `401 unauthorized`: the key is missing, malformed, revoked, or sent without
  the `Bearer` prefix. See [Authentication](/docs/authentication/).
- `402 billing_past_due`: payment must be cleared by an owner or admin. Test keys
  keep working at the Free limit; see [Billing](/docs/billing/).
- `403 forbidden`: the plan lacks the feature, the date is outside the Free
  30-day window, MCP is disabled, or a live key is being used on Free. See
  [Errors](/docs/errors/).
- `429 rate_limited`: the per-minute limit or monthly quota is exhausted. Honor
  `Retry-After`; see [Rate limits](/docs/rate-limits/).
- `5xx`: retry with exponential backoff. If it persists, check the
  [status page](/status/) and email support with the request time.

For request-level details, use the endpoint reference for the route you called:
[convert](/docs/convert-endpoint/), [rates](/docs/rates-endpoint/),
[history](/docs/history-endpoint/), [PPP](/docs/ppp-endpoint/),
[analytics](/docs/volatility-endpoint/), [currencies](/docs/currencies/),
[countries](/docs/countries/), or [AI](/docs/ai-endpoint/).

For MCP connection issues, include the client name and version, the server URL,
the organization you selected, and the tool name. The
[MCP troubleshooting guide](/docs/mcp-troubleshooting/) covers the common cases.

## Billing and account requests

Include the invoice ID or the billing email on the account, plus the plan and the
organization name. Do not include full payment details. See
[Billing](/docs/billing/) for invoices, plan changes, and cancellation.

## Related

- [OpenAPI specification](/docs/openapi/)
- [Authentication](/docs/authentication/)
- [Errors](/docs/errors/)
- [Rate limits](/docs/rate-limits/)
- [All integration guides](/docs/guides/)
- [API reference](/docs/api/)
- [Status page](/status/)