> ## Documentation Index
> Fetch the complete documentation index at: https://docs.upwell.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Troubleshooting Guide

> Common issues and solutions for using the Upwell platform

## Quick Troubleshooting Checklist

<AccordionGroup>
  <Accordion icon="check" title="Before You Start">
    Before diving into specific issues, verify these basics:

    * ✅ Your API key is valid and not expired
    * ✅ You're using the correct base URL: `https://api.upwell.com`
    * ✅ All required headers are included
    * ✅ Request format follows the API specification
    * ✅ You have sufficient permissions for the operation
  </Accordion>
</AccordionGroup>

## Common Issues and Solutions

### Authentication Problems

<AccordionGroup>
  <Accordion icon="key" title="API Key Not Working">
    **Symptoms**: Getting 401 Unauthorized errors

    **Solutions**:

    1. **Verify API Key Format**
       ```bash theme={null}
       # Correct format
       curl -H "Authorization: upw_live_1234567890abcdef" https://api.upwell.com/api/rest/invoices
       ```

    2. **Check Key Expiration**
       * Log into your Upwell dashboard
       * Navigate to Settings → API Keys
       * Verify your key's expiration date

    3. **Regenerate API Key**
       * Generate a new API key if the current one is expired
       * Update your application with the new key
       * Revoke the old key for security
  </Accordion>

  <Accordion icon="lock" title="Permission Denied Errors">
    **Symptoms**: Getting 403 Forbidden errors

    **Solutions**:

    1. **Check User Permissions**
       * Verify your user account has the necessary permissions
       * Contact your administrator to update permissions

    2. **Verify API Key Scope**
       * Some API keys may have limited scope
       * Generate a new key with appropriate permissions

    3. **Resource Access Rights**
       * Ensure you have access to the specific customer/carrier data
       * Verify organization-level permissions
  </Accordion>
</AccordionGroup>

### Data Integration Issues

<AccordionGroup>
  <Accordion icon="upload" title="Invoice Upload Failures">
    **Symptoms**: Invoices not processing correctly

    **Solutions**:

    1. **Check File Format**
       * Supported formats: PDF, TIFF, PNG, JPEG
       * Maximum file size: 10MB per document
       * Ensure files are not corrupted

    2. **Verify Email Configuration**
       ```
       From: your-email@company.com
       To: invoices@yourdomain.upwell.com
       Subject: [Invoice] or [Bill]
       ```

    3. **Document Quality Requirements**
       * Resolution: Minimum 300 DPI
       * Text must be clearly readable
       * No handwritten annotations over critical data
  </Accordion>

  <Accordion icon="link" title="TMS Integration Problems">
    **Symptoms**: Shipment data not syncing

    **Solutions**:

    1. **Connection Testing**
       ```bash theme={null}
       curl -X GET "https://api.upwell.com/api/rest/shipments" \
         -H "Authorization: YOUR_API_KEY"
       ```

    2. **Data Format Validation**
       * Ensure shipment IDs match between systems
       * Verify date formats are ISO 8601 compliant
       * Check required fields are populated

    3. **Webhook Configuration**
       * Verify webhook URLs are accessible
       * Check SSL certificate validity
       * Confirm webhook authentication is configured
  </Accordion>

  <Accordion icon="credit-card" title="Payment Processing Issues">
    **Symptoms**: Payments not applying to invoices

    **Solutions**:

    1. **Check Payment Matching Rules**
       * Verify invoice numbers match exactly
       * Ensure customer information is consistent
       * Review payment amount matching tolerances

    2. **Review Bank Integration**
       * Confirm bank feed is active and current
       * Check for connectivity issues
       * Verify account mapping is correct

    3. **Manual Payment Application**
       * Use the dashboard to manually apply payments
       * Document any discrepancies for future automation
  </Accordion>
</AccordionGroup>

### Performance and Rate Limiting

<AccordionGroup>
  <Accordion icon="clock" title="Slow API Response Times">
    **Symptoms**: API calls taking longer than expected

    **Solutions**:

    1. **Optimize Query Parameters**
       ```javascript theme={null}
       // Use pagination for large datasets
       const response = await fetch(
         'https://api.upwell.com/api/rest/invoices?limit=50&offset=0'
       );
       ```

    2. **Implement Efficient Filtering**
       ```javascript theme={null}
       // Filter by date range to reduce data volume
       const params = new URLSearchParams({
         'created_after': '2024-01-01',
         'created_before': '2024-01-31',
         'status': 'pending'
       });
       ```

    3. **Use Bulk Operations**
       ```javascript theme={null}
       // Process multiple items in a single request
       const bulkUpdate = await fetch(
         'https://api.upwell.com/api/rest/bulk-invoices',
         {
           method: 'PUT',
           body: JSON.stringify({ invoices: invoiceArray })
         }
       );
       ```
  </Accordion>

  <Accordion icon="gauge-high" title="Rate Limit Exceeded">
    **Symptoms**: Getting 429 Too Many Requests errors

    **Solutions**:

    1. **Implement Exponential Backoff**
       ```python theme={null}
       import time
       import random

       def api_call_with_backoff(url, max_retries=5):
           for attempt in range(max_retries):
               response = requests.get(url)

               if response.status_code == 429:
                   wait_time = (2 ** attempt) + random.uniform(0, 1)
                   time.sleep(wait_time)
                   continue

               return response
       ```

    2. **Respect Rate Limit Headers**
       ```python theme={null}
       def check_rate_limit(response):
           remaining = int(response.headers.get('X-RateLimit-Remaining', 0))
           reset_time = int(response.headers.get('X-RateLimit-Reset', 0))

           if remaining < 10:
               current_time = time.time()
               sleep_time = reset_time - current_time
               if sleep_time > 0:
                   time.sleep(sleep_time)
       ```
  </Accordion>
</AccordionGroup>

### Data Quality and Validation

<AccordionGroup>
  <Accordion icon="exclamation-triangle" title="Validation Errors">
    **Symptoms**: Getting 400 Bad Request with validation details

    **Solutions**:

    1. **Required Field Validation**
       ```javascript theme={null}
       const requiredFields = ['customer_id', 'amount', 'due_date'];
       const missingFields = requiredFields.filter(field => !invoiceData[field]);

       if (missingFields.length > 0) {
         throw new Error(`Missing required fields: ${missingFields.join(', ')}`);
       }
       ```

    2. **Data Type Validation**
       ```python theme={null}
       def validate_invoice_data(data):
           if not isinstance(data.get('amount'), (int, float)) or data['amount'] <= 0:
               raise ValueError("Amount must be a positive number")

           if not re.match(r'^\d{4}-\d{2}-\d{2}$', data.get('due_date', '')):
               raise ValueError("Due date must be in YYYY-MM-DD format")
       ```

    3. **Business Rule Validation**
       * Check credit limits before creating invoices
       * Verify carrier contracts are active
       * Ensure payment terms are valid
  </Accordion>

  <Accordion icon="search" title="Data Not Found">
    **Symptoms**: Getting 404 Not Found for existing resources

    **Solutions**:

    1. **Verify Resource IDs**
       * Check for typos in UUIDs or reference numbers
       * Ensure you're using the correct identifier type
       * Confirm the resource hasn't been deleted

    2. **Check Data Permissions**
       * Verify you have access to the specific customer/carrier
       * Confirm organization-level data access

    3. **Search Alternative Endpoints**
       ```bash theme={null}
       # Search instead of direct lookup
       curl "https://api.upwell.com/api/rest/invoices/search?number=INV-001" \
         -H "Authorization: YOUR_API_KEY"
       ```
  </Accordion>
</AccordionGroup>

## Testing and Debugging

### API Testing Tools

<AccordionGroup>
  <Accordion icon="code" title="Using Curl for Testing">
    **Basic Request Testing**:

    ```bash theme={null}
    # Test authentication
    curl -v -H "Authorization: YOUR_API_KEY" \
      https://api.upwell.com/api/rest/invoices

    # Test with verbose output for debugging
    curl -v -X POST https://api.upwell.com/api/rest/invoices \
      -H "Authorization: YOUR_API_KEY" \
      -H "Content-Type: application/json" \
      -d '{"customer_id": "123", "amount": 100.00}'
    ```
  </Accordion>

  <Accordion icon="monitor" title="Using Postman for API Testing">
    **Setting Up Postman**:

    1. Import the [Upwell OpenAPI specification](https://app.upwell.com/openapi.json)
    2. Configure environment variables:
       * `base_url`: [https://api.upwell.com](https://api.upwell.com)
       * `api_key`: YOUR\_API\_KEY
    3. Set up authentication in the Authorization tab
    4. Use the Collection Runner for batch testing
  </Accordion>
</AccordionGroup>

### Logging and Monitoring

<AccordionGroup>
  <Accordion icon="file-text" title="Request Logging">
    **Essential Logging Information**:

    ```python theme={null}
    import logging

    def log_api_request(method, url, status_code, response_time):
        logging.info(f"API Request: {method} {url} - {status_code} ({response_time}ms)")

        if status_code >= 400:
            logging.error(f"API Error: {status_code} - Check error response for details")
    ```
  </Accordion>

  <Accordion icon="chart-line" title="Performance Monitoring">
    **Key Metrics to Track**:

    * Response times by endpoint
    * Error rates by error code
    * Rate limit utilization
    * Success/failure ratios

    ```javascript theme={null}
    const metrics = {
      totalRequests: 0,
      successfulRequests: 0,
      averageResponseTime: 0,
      errorsByCode: {}
    };
    ```
  </Accordion>
</AccordionGroup>

## Getting Additional Help

### Support Channels

<CardGroup cols={2}>
  <Card title="Technical Support" icon="headset" href="mailto:support@upwell.com">
    For API and integration issues
  </Card>

  <Card title="API Documentation" icon="book" href="/api-reference">
    Complete endpoint reference
  </Card>

  <Card title="Error Codes Reference" icon="exclamation-triangle" href="/api-reference/error-codes">
    Detailed error code explanations
  </Card>

  <Card title="Implementation Guide" icon="rocket" href="/quickstart">
    Step-by-step setup instructions
  </Card>
</CardGroup>

### When Contacting Support

Include the following information in your support request:

1. **Error Details**
   * Complete error message and code
   * Request timestamp
   * Endpoint being called

2. **Request Information**
   * HTTP method and URL
   * Request headers (excluding API key)
   * Request body (if applicable)

3. **Environment Details**
   * Programming language and version
   * Library/SDK versions
   * Network configuration (if relevant)

4. **Steps to Reproduce**
   * Detailed steps that led to the issue
   * Expected vs. actual behavior
   * Frequency of occurrence

### Best Practices for Smooth Operation

1. **Keep API Keys Secure**
   * Never commit keys to version control
   * Use environment variables
   * Rotate keys regularly

2. **Implement Proper Error Handling**
   * Handle all HTTP status codes appropriately
   * Implement retry logic for transient errors
   * Log errors for debugging

3. **Monitor API Usage**
   * Track request volumes and patterns
   * Monitor rate limit usage
   * Set up alerts for unusual activity

4. **Test Thoroughly**
   * Test error scenarios in addition to success cases
   * Use staging environment for integration testing
   * Validate data before sending to API

5. **Stay Updated**
   * Subscribe to API change notifications
   * Review documentation updates
   * Test new features in staging first