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Support

If you need help integrating Neuroon or want to report unexpected behavior, these are the supported channels.

Channels​

ChannelWhen to use it
Email support@neuroon.aiAny request. This is the canonical channel.
Dashboard → SupportTickets tied to your account and shop
Shared Slack (Enterprise)Real-time support for Enterprise customers
Status page status.neuroon.aiCheck first whether there is an ongoing incident

What to include in a ticket​

To shorten resolution time, include the following in every ticket:

  • Environment: Production (api.neuroon.ai) or Development (dev-api.neuroon.ai).
  • Shop ID.
  • request id if your HTTP client logs it (X-Request-ID header).
  • timestamp from the body of the error response (ISO-8601).
  • Full endpoint (POST /api/plugin/shops/.../products/sync).
  • Anonymized payload — no PII, no keys, no tokens.
  • Relevant response headers (X-RateLimit-*, Retry-After).
  • Widget version if the issue is on the front end (read the <script> from the HTML).
  • Stack (your stack).

Example of a good report​

Subject: 422 in sync with parentExternalId that exists in DB

Environment: Production
Shop ID: shop_xxxxxx
Endpoint: POST /api/plugin/shops/shop_xxxxxx/products/sync
Timestamp: 2026-05-06T10:15:00
Request ID: req_abcdef123

Payload (anonymized):
{
  "syncType": "INCREMENTAL",
  "products": [
    { "externalId": "PRD_CHILD", "parentExternalId": "PRD_PARENT", ... }
  ]
}

Response:
{
  "status": 422,
  "error": "Unprocessable Entity",
  "message": "parentExternalId 'PRD_PARENT' not found",
  ...
}

Verification:
GET /api/plugin/shops/shop_xxxxxx/products/PRD_PARENT -> 200 OK
(the parent does exist in DB; the sync is flagging it as not found)

Response times​

  • Hours: European business hours (08:00–18:00 CET/CEST).
  • No contractual response SLA outside of Enterprise plans.
  • Generally we respond to integration questions within one business day.
  • Widespread incidents take priority over configuration questions.

What we can't resolve from Support​

  • Faults in your own code (logic in your plugin, SQL errors in your store, etc.). We help you isolate the issue, but you fix it.
  • Creating API keys for you: for security, you generate them from the Dashboard.
  • Sharing internal credentials, non-public IPs, etc.

Further reading​

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