# Support

Need help? The ApexVerify team is here. Find the right channel below — whether you have a billing question, a technical integration issue, or just want to report a bug.

***

## Contact

<CardGroup cols={2}>
  <Card title="Email Support" icon="fa-regular fa-envelope" href="mailto:contact@apexverify.com">
    Reach the team directly at **[contact@apexverify.com](mailto:contact@apexverify.com)**. Include your `batch_uuid` or account ID when reporting API issues to speed up the investigation.
  </Card>

  <Card title="Dashboard" icon="fa-regular fa-gauge-high" href="https://app.apexverify.com">
    Manage batches, monitor credit usage, rotate API keys, and access usage logs — all from the web dashboard.
  </Card>

  <Card title="Website Chatbot" icon="fa-regular fa-comment-dots" href="https://apexverify.com">
    Chat with us directly on our website. Our chatbot is available 24/7 to answer common questions and connect you with the team.
  </Card>

  <Card title="API Status" icon="fa-regular fa-signal" href="https://status.apexverify.com">
    Check real-time API availability and subscribe to incident notifications for your region.
  </Card>
</CardGroup>

<Note>
  **Response times:** We aim to respond to all support emails within 1 business day. For production-impacting issues, please include "URGENT" in the subject line to escalate priority handling.
</Note>

***

## Frequently Asked Questions

<AccordionGroup>
  <Accordion title="What types of data can ApexVerify verify?">
    ApexVerify verifies two types of contact data:

    * **Email addresses** — We run syntax validation, domain/MX record checks, SMTP probing, and flag disposable, role-based, free-provider, and catch-all addresses.
    * **Phone numbers** — We identify number type (mobile, landline, VoIP, toll-free, etc.), check live network status, detect porting, and identify the current operator via HLR lookup.

    Both modes are available for batch processing (file upload) and real-time unit verification (single record via API).
  </Accordion>

  <Accordion title="How are credits consumed?">
    Credits are consumed per verified record:

    * **1 email credit** per email address verified
    * **1 phone credit** per phone number verified

    Credits are deducted at the time verification launches, not at upload. If a batch uses cached results (account cache or global cache), you receive a **50% credit refund** for those cache-hit records.

    Check your current balance at any time with `GET /v1/account/credits`.
  </Accordion>

  <Accordion title="What is the difference between account cache and global cache?">
    Both caches reduce cost on repeat verifications by reusing prior results:

    | Cache             | What it uses                         | Credit refund | Privacy                           |
    | :---------------- | :----------------------------------- | :------------ | :-------------------------------- |
    | **Account cache** | Your own previous results            | 50%           | Private — only your data          |
    | **Global cache**  | Anonymized results from all accounts | 50%           | Fully anonymized — no PII exposed |

    You can configure `use_account_cache` and `use_global_cache` on each batch via `PUT /v1/batch/{uuid}`. Both are **enabled by default** and checked in order: account cache first, then global cache. You can also set `max_account_cache_backoff` and `max_global_cache_backoff` (1–180 days) to control how far back the system looks.
  </Accordion>

  <Accordion title="What file format does the batch upload accept?">
    Batch uploads accept a plain `.TXT` file with **one email or phone number per line**, UTF-8 encoded. No headers, no commas, no CSV — just raw values.

    Example for email:

    ```
    alice@example.com
    bob@company.org
    carol@domain.net
    ```

    Example for phone (E.164 format recommended):

    ```
    +6591234567
    +447911123456
    +12125551234
    ```

    The file is uploaded via `POST /v1/batch` as `multipart/form-data`. Maximum file size and row limits are shown in the dashboard.
  </Accordion>

  <Accordion title="How do I re-run parsing if I change parameters?">
    Parsing and parameter configuration are intentionally decoupled so you can iterate freely:

    1. Update parameters at any time using `PUT /v1/batch/{uuid}`
    2. Trigger a re-parse by calling `PATCH /v1/batch/{uuid}` again

    You can repeat this cycle as many times as needed — there is no limit on re-parses before a batch is launched. The `PATCH` endpoint is idempotent and safe to call multiple times. See the [API Verification Workflow](/tutorials/api-workflow) guide for the full step-by-step.
  </Accordion>

  <Accordion title="What does each batch status mean?">
    Batch status is returned by `GET /v1/batch/{uuid}` and `GET /v1/batch/{uuid}/details`. Here are all possible values:

    | Status                   | Meaning                                  | Next action                              |
    | :----------------------- | :--------------------------------------- | :--------------------------------------- |
    | `parsing_content`        | File is being parsed and prepared        | Wait — poll again in a few seconds       |
    | `internal_error`         | A system error occurred during parsing   | Contact support with the `batch_uuid`    |
    | `ready_for_verification` | Batch is parsed and ready to launch      | Call `POST /v1/batch/{uuid}` to start    |
    | `verification_ongoing`   | Verification is running                  | Poll `GET /v1/batch/{uuid}` until done   |
    | `verification_done`      | Verification complete, results available | Export via `GET /v1/batch/{uuid}/export` |
  </Accordion>

  <Accordion title="How do I export results after verification?">
    Once a batch reaches `verification_done`, call:

    ```http
    GET /v1/batch/{batch_uuid}/export?format=xlsx
    GET /v1/batch/{batch_uuid}/export?format=json
    ```

    * **`xlsx`** — Returns a binary Excel file, matching the layout from the web dashboard. Download with `curl -o results.xlsx`.
    * **`json`** — Returns a JSON object keyed by email/phone, each with full result fields (`valid`, `wrong`, `quality`, `is_disposable`, etc.).

    You can also include `include_details=true` and `include_statistics=true` in the query string (both default to `true`) to control what sections appear in the JSON export.
  </Accordion>

  <Accordion title="How do I create or rotate API keys?">
    All API key management happens in the **Dashboard**:

    1. Log in at [app.apexverify.com](https://app.apexverify.com)
    2. Navigate to **Settings → API Keys**
    3. Click **Generate New Key** to create a new key
    4. To rotate, generate a new key first, update your integration, then revoke the old one

    For a full walkthrough, see [Creating Additional API Keys](/tutorials/additional-keys).
  </Accordion>
</AccordionGroup>