Support

Get to the right help without a maze.

Choose the path that matches where you are. Preserve request references and timing, but never send credentials or customer data in an initial support message.

Reviewed August 22, 2026 Owner: VialAPI Platform team

Current workspace

Sign in, preserve the support reference shown with any error, and reply through your existing onboarding or support thread.

Open business sign-in →

API integration

Use the certified contract and sandbox instructions first. Include the request ID, endpoint, HTTP status, and timestamp—never the API key or customer payload.

Open developer guide →

New access

Tell us what you are building or operating. The access request routes the inquiry to the correct workspace and onboarding path.

Request access →

First-response targets

Support is staffed from 9:00 a.m. to 5:00 p.m. Pacific, Monday through Friday. The clock below counts only those staffed hours and measures the first human response, not a guaranteed resolution time.

Critical: 1 staffed hour; Active security, data, or financial-integrity risk
High: 4 staffed hours; An important operating workflow is blocked
Standard: 8 staffed hours; A question or non-blocking issue

Security concerns have a dedicated, preclassified form on the security report page.

Open a support request

Submitting creates a private reference, accountable owner, response target, audit trail, and status link. Keep the status link private; it acts as the capability to view this request’s progress.

Product requests are owned by the VialAPI Catalog team with a first-response target of 8 staffed hours. Choose Product or catalog request; include the product name, strength, and supplier context, but no customer data.

Your nameWork email

Account reference (optional)Order, invoice, or request reference (optional)

AreaImpact

What happened?Include the page or endpoint, approximate time and time zone, expected result, actual result, and a sanitized request ID. Never include passwords, API keys, payment credentials, or customer records.VialAPI may contact me about this request. I have removed credentials and customer-sensitive data.

Staffed response targets are measured during 9:00 a.m.–5:00 p.m. Pacific, Monday–Friday. Critical reports are escalated immediately, but this form is not an emergency service.

Useful details to include

The page or API endpoint where the problem occurred.
The approximate timestamp and time zone.
The support reference or request ID displayed by VialAPI.
What you expected, what happened, and whether retrying changed the result.
A sanitized screenshot if it contains no customer, credential, pricing, or private business data.

Privacy requests

Account holders may contact privacy@vialapi.com. If you are an end customer of a business using VialAPI, contact that business first because it controls the customer relationship and will route the request to us when necessary.