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Troubleshooting

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If you are experiencing any issues while using our service through the iThenticate API, please email our support team at:

 

api-info@ithenticate.com

 

Please include the following information in your email when contacting support:

 

  • The raw XML of the API request and response.
    How you capture this is dependent on the library and programming language used in your client application. Our support team cannot assist you with this.
     
  • The exact time of the request.
    This should be shown in the response XML, but it will help our support team if you note it along with the time zone (or convert the time into UTC).
     
  • The public IP address from which you are sending the request.
    This will help us search our logs.
     
  • The email address used to log in.
    Please do not send up your password. iThenticate support will never ask you to reveal your password.
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