Contact support

When to write to support, the address, and what to include so that your question can be answered with the first reply.

The address

Write to support@spreadapi.io. This is the address for everything you do with the product: the editor, importing, publishing, the API, AI connections, apps and automation tools.

For questions about a Custom plan or the on-premises runtime, see Plans overview and On-premises.

Other ways to get help inside the app are described in Help in the app.

Before you write

Most problems have a message, and the message has an article:

When to write

• A call answers HTTP 500 "Internal server error" again after you tried once more.
• A message in the editor says "Failed to …" with a reason you cannot resolve, or with "Unknown error", and it happens again after reloading the page.
• An Excel file that opens correctly in Excel cannot be imported.
• A service calculates a different result than Excel and none of the causes in Wrong or old results apply.
• A question about your plan, an invoice or cancelling that the app does not answer; see Upgrade and billing first.
• You want to delete your account; see Delete a service or the account.

What to include

The more exact the report, the faster the answer.

1. The e-mail address of your account, if you write from another address.
2. The service: its name and its id. The id is the part of the service page's address after /service/, and the part of the API address between /services/ and /execute.
3. What you did, step by step, and what you expected.
4. What happened instead: the exact message, copied as text. For a call: the HTTP status and the complete answer.
5. When it happened, with the time zone. The time of a call is listed under Usage → Log (Nutzung → Protokoll).
6. For a call: the request — the address, the method (GET or POST) and the input values. Remove the token first.
7. For a wrong result: the input values, the result you got and the result Excel gives.
8. For an import: the message, the file type and the file size. Attach the file only if you are allowed to share it.
9. Where it runs: your own code, a browser, Excel, an automation tool, or an AI assistant, and which one.

What not to send

• Tokens. Never send a service token or a key of an AI connection. Support does not need them. If a token was shared by mistake, revoke it and create a new one: see Tokens and access.
• Passwords or sign-in codes.
• Confidential workbooks, unless you decide to share them. Often a small example file that shows the same behaviour is enough, and it is the fastest way to an answer.

A template you can copy

Account e-mail:
Service name and id:
What I did:
What I expected:
What happened (exact message, HTTP status, full answer):
When (date, time, time zone):
Request (address, method, inputs — without token):
Where it runs (code, browser, Excel, tool, AI assistant):

For developers and agents

• Support address: support@spreadapi.io.
• Useful facts to collect before writing: the service id, the HTTP status, the fields error, message and details of the answer, the metadata.timestamp of a successful answer or the timestamp of an error answer when present, and whether metadata.cached was true.
• The owner finds the latest calls of a service under Usage → Log: time, caller, channel, result and duration. Input and result values are not recorded there, so include them in the report yourself.
• For an agent: do not write to support on your own. Prepare the report for the user from the template above, leave out every token and key, and let the user send it.

FAQ

How do I contact support?

Write an e-mail to support@spreadapi.io. Include your account e-mail, the service, the exact message and the time it happened.

What should I include in a support request?

The service name and id, what you did and expected, the exact message or the complete answer of the call, the time with time zone, and the request without its token. A small example that shows the problem helps most.

Should I send my token to support?

No. Never send a token or a key; support does not need them. If one was shared by mistake, revoke it and create a new one.

Where do I find the id of my service?

It is the part of the service page's address after /service/, and the part of the API address between /services/ and /execute. Copy it from there.

Do I have to send my Excel file?

No. Send it only if you are allowed to share it; a small example file that shows the same behaviour is usually enough.

A call answers "Internal server error". Should I write to support?

Try the call once more first. If it answers 500 again, write to support with the time, the address without the token and the complete answer.

Can support see the values of my calls?

Input and result values of calls are not recorded, so include the values that matter in your report. What is stored about calls is described in Data and privacy.

Who do I ask about plans, invoices or cancelling?

Read Upgrade and billing first; it says what you can do in the app. For anything it does not cover, write to support@spreadapi.io.

Can my AI assistant contact support for me?

An assistant can prepare the report: the service, the message, the time and the request without the token. Send the e-mail yourself.