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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 soporte@neuroon.aiAny request. This is the canonical channel.
Dashboard → SupportTickets tied to your account and shop
Direct channel (Enterprise)Real-time support (Slack or Discord, as the customer prefers). The invite is delivered after signing the Enterprise contract.
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 integration, data 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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