Troubleshooting

API checklist#

1. Confirm the base URL is https://api.getvertexy.com/api.
2. Capture the HTTP status, response code/message, request time, and endpoint.
3. For protected APIs, refresh an expired access token and verify effective permission.
4. For 402, check subscription state and usage.
5. For ingestion 401, verify the raw body, company secret, timestamp, nonce, and hex signature.
6. For 422, compare fields with the inspect-only API reference.

Dashboard checklist#

If a module is locked, confirm the active plan feature. If it is absent, confirm permission and active user status. Clear stale sessions by signing out and back in after an administrator changes access.

Before contacting support#

Include the UTC time, Company ID, endpoint or dashboard page, HTTP status/error code, assessment ID when available, and reproduction steps. Redact tokens, secrets, payment data, and customer PII.