Support

API questions, refusals that make no sense and suspected incidents go to [email protected]. A message that names the request id and the status code lets support find the exact call.

Where to go

Need	Where
Using Kentro OS: screens, settings, workflows	`Help Center` inside Kentro OS
API questions, refusals and suspected incidents	[email protected]
Incident and maintenance notices	Sent from [email protected]

What to include

Item	Where to find it
Request id	Channel API: `requestId` in the error body, also the `X-Request-Id` response header. Store API: the `X-Request-Id` response header, when present.
Status and error code	The HTTP status, plus `error.code` (Channel API), `code` (Store API) or `error` (gateway).
The message	`message` in the answer.
Method and endpoint	`POST https://apis.kentro.live/channel/v1/orders`, `POST https://apis.kentro.live/store/v1/cart.add`.
Environment and time	Production or sandbox, and the time in UTC.
Tenant	The Kentro account the key belongs to.
The key's public `Key` value	`Users` > `API keys` in Kentro OS. Never the secret.
Idempotency key	For writes: the `Idempotency-Key` header or the `idempotencyKey` field.
The request body	With secrets, tokens and personal data removed.

Never send a secret, a bearer or refresh token, a buyer's password or a card number. If one was sent by mistake, disable or rotate the credential.

A message that support can act on at once:

Subject: [Channel API] 409 state_conflict on POST /v1/orders/:id/cancel

Environment: production
Time (UTC): 2026-11-09T18:20:00Z
Tenant: Example Wholesale
API key (public Key value): <key>
Request: POST https://apis.kentro.live/channel/v1/orders/ext:<channelId>:shop-1001/cancel
Idempotency-Key: shop-1001-cancel
Status and code: 409 state_conflict, details[0].code line_shipped
Request id: 3674fefa-5f01-48db-a482-1ad801fbe720
Expected: the order canceled

Before writing

Look the code up in Errors, retries and rate limits and in the API's conventions page: Channel API, Store API.
For a 503, retry with backoff and the same idempotency key first.
Check the Developer changelog for a recent change in behavior.
For a gateway 401, check the key, the host and the environment: sandbox keys do not work in production.