Support

Get help with GlyphNet integration and troubleshooting.

Getting Help

Documentation

Start with our documentation:

• Quick Start Guide - Get running in 5 minutes
• API Reference - Complete endpoint documentation
• Guides - Best practices and integration patterns

Community

• GitHub Discussions: github.com/glyphnet/glyphnet-python/discussions (opens in a new tab)
• Discord: Coming soon
• Stack Overflow: Tag questions with glyphnet

Direct Support

Email: support@glyphnet.io

Common Issues

Authentication Errors

Problem: 401 Unauthorized or AuthenticationError

Solutions:

1. Verify your API key is correct
2. Check the key hasn't been revoked
3. Ensure the X-API-Key header is set correctly
4. Confirm you're using a live key (starts with gn_live_)

# Correct
headers = {"X-API-Key": "gn_live_abc123..."}
 
# Wrong - missing header
headers = {"Authorization": "Bearer gn_live_abc123..."}

Rate Limit Errors

Problem: 429 Too Many Requests or RateLimitError

Solutions:

1. Implement exponential backoff retry logic
2. Check the Retry-After header for wait time
3. Monitor X-RateLimit-Remaining header
4. Consider upgrading your plan for higher limits

# Check rate limit before heavy operations
usage = client.usage.get()
if usage.rate_limit.current_minute_usage > 180:
    time.sleep(60)  # Wait for reset

Quota Exceeded

Problem: 402 Payment Required or QuotaExceededError

Solutions:

1. Check your usage in the dashboard
2. Wait for monthly reset
3. Upgrade your plan for higher limits

Timeout Errors

Problem: Requests timing out

Solutions:

1. Increase client timeout setting
2. Break large texts into smaller chunks
3. Check status page (opens in a new tab) for issues

client = GlyphNet(timeout=60.0)  # Increase to 60 seconds

Low Confidence Scores

Problem: Verified claims returning low confidence

Possible causes:

1. Claims about recent events (< 30 days)
2. Highly specialized domain knowledge
3. Ambiguous or poorly structured claims
4. Claims mixing facts with opinions

Solutions:

1. Focus on well-established facts
2. Separate factual claims from opinions
3. Use clear, specific language
4. Consider the knowledge graph's coverage

Debugging

Enable Logging

import logging
logging.basicConfig(level=logging.DEBUG)
 
client = GlyphNet()
result = client.verify(text)  # Logs request/response

Inspect Response

result = client.verify(text)
 
# Full response details
print(f"Request ID: {result.request_id}")
print(f"Processing time: {result.processing_time}ms")
print(f"Total claims: {result.summary.total_claims}")
 
# Individual claims
for claim in result.claims:
    print(f"  {claim.text}")
    print(f"    Verified: {claim.verified}")
    print(f"    Confidence: {claim.confidence}")

Include Request ID in Support Tickets

Always include the request_id when reporting issues:

try:
    result = client.verify(text)
except Exception as e:
    print(f"Error with request: {getattr(e, 'request_id', 'unknown')}")
    raise

Feature Requests

We welcome feature requests and feedback:

1. GitHub Issues: github.com/glyphnet/glyphnet-python/issues (opens in a new tab)
2. Email: feedback@glyphnet.io

When submitting a feature request, please include:

• Use case description
• Expected behavior
• Current workaround (if any)
• Priority level for your workflow

Bug Reports

To report a bug:

1. Check if it's a known issue on GitHub Issues (opens in a new tab)
2. If new, create an issue with:
   • SDK version (pip show glyphnet or npm list @glyphnet/sdk)
   • Python/Node.js version
   • Operating system
   • Minimal code to reproduce
   • Expected vs actual behavior
   • Request ID if applicable

Enterprise Support

Enterprise customers receive:

• Dedicated Account Manager: Direct line to your support team
• Private Slack Channel: Real-time communication
• Priority Bug Fixes: Fast-tracked issue resolution
• Custom Integrations: Help building bespoke solutions
• Training Sessions: Team onboarding and best practices
• SLA Guarantees: 99.99% uptime with credits

Contact enterprise@glyphnet.io to learn more.

Office Hours

Join our weekly office hours for live Q&A:

• When: Thursdays, 2:00 PM UTC
• Where: Zoom (link in dashboard)
• Format: 30 min presentation + 30 min open Q&A

Topics rotate weekly:

• Week 1: Getting started & integration basics
• Week 2: Advanced patterns & optimization
• Week 3: New features & roadmap
• Week 4: Open forum

Feedback

Help us improve:

• Documentation: Found a typo or unclear section? Edit on GitHub (opens in a new tab)
• SDK: Issues or improvements? Submit a PR
• API: Suggestions? Email feedback@glyphnet.io

We read every piece of feedback and prioritize based on community input.