Support

Check first

Before opening a ticket, two pages will resolve most issues:

• Changelog — did something change recently that explains the new behaviour?
• Errors — every error code, what causes it, and the recommended handling.

Get help

Email support@shieldsignup.com. To get a fast, useful answer, include:

• The request_id returned from the assessment that's behaving wrong (prefix req_). We can pull the full server-side trace from this.
• The first 12 characters of your API key (sk_live_abcd… or sk_test_abcd…). Never paste the full token in an email — that's a credential leak.
• A minimal reproduction: the request body you sent, the response you got, and what you expected instead.
• Your timezone if the issue is time-bounded — quota and rate-limit windows are anchored to UTC.

What we can do for you

• Look up any single assessment by request_id and explain why the scorer picked the verdict it did.
• Investigate suspected false positives or false negatives. You can also self-serve via POST /v1/feedback.
• Help debug rate-limit or quota issues against your dashboard usage.
• Reset a key's per-second window in the rare case of a stuck rate-limit.

Response time

• Free / Starter / Pro: best effort, typically within one business day.
• Business: priority support per your contract.