Getting Support

Support channels

When you encounter an issue which you cannot figure out, or an unexpected API error, you are welcome to get in touch with Junction support through these channels:

• Email Support ([e-mail])
• Junction Slack community
• Your dedicated Slack support channel (for Scale plan customers).

We appreciate as much context as possible when you raise an issue. This helps us understand your issue, enabling a quicker investigation turnaround.

I have an issue with…

Anything in general

Item	Remarks
Your Junction Team ID	-
Your Junction region	US or EU
The Junction User ID	…if the issue occurs on a specific user.
The Junction environment	Sandbox, Production or both

Junction Mobile SDK

Item	Remarks
Junction SDK Platform	Native, React Native, Flutter
Junction SDK Version	-
Device OS	Android or iOS
Device OS Version	-
Auth Scheme	Junction Sign-In Token, or Team API Key

A Junction API endpoint

If your system has distributed tracing configured that are compliant with W3C Trace Context (e.g., OpenTelemetry tracing), you can provide us the Trace ID of the operation in your system.

A Trace ID looks like this: 0af7651916cd43dd8448eb211c80319c.

This helps us locate the concerned API request and related contexts.

This works only if your distributed tracing setup would propagate Trace Context to your outbound HTTP requests — more specifically injecting the standards-based traceparent header into the requests.

A wearables provider connection

Before reporting an issue, we encourage you to try out the following steps:

1. Check the resource availability

   The Get User Connections endpoint reports the resource availability of all the connections. More specifically, it tells you:

   1. What resources are available for a given user connection
   2. Why each individual resource is available or unavailable, in terms of provider API access scopes.
2. Issues with historical pulls?

   If you are having issues with historical data specifically, the Historical Pull Introspection endpoint provides a track record of historical pulls of all your user connections.

3. Issues with data availability?

   If you have troubles with data availability in general, the User Resource Introspection endpoint is a live data ingestion record of all your user connections.

   This is inclusive of all historical data covered by the Historical Pull Introspection endpoint.

If you are not able to diagnose your issue using these tools, feel free to contact Junction support for further assistance.