*Overview › Further reading*

# Getting support

> Quote the request id and the approximate time of the request, with its time zone. API responses carry the id in the `X-Request-Id` header, and every error repeats it as `requestId`.

## The request id

Every response of the API, successful or not, has an `X-Request-Id` header, in the form `req_` followed by hexadecimal characters. An error body repeats the value as `requestId`. It identifies one request. Filmo generates it on the server: a value you send is never used.

Two places do not follow this. The OAuth endpoints return no request id at all, and a 401 from the MCP endpoint can carry it only in the body, not in the header.

*An error body with its requestId*

```json
{
  "type": "https://docs.filmo.io/errors/not_found",
  "title": "Not found",
  "status": 404,
  "code": "not_found",
  "detail": "The order does not exist",
  "requestId": "req_5f1c2f4e3a5b4f6d8e7a0b1c2d3e4f5a"
}
```

Log the request id for every failed call. Do not wait for a problem to start recording it.

> **Note:** Quote the request id as soon as you can. Filmo does not promise that a request can be located afterwards, or for how long, so a request from weeks ago may not be found. That is why the time of the request matters as much as the id.

## What to include

- The request id, or several if the problem repeats.
- The approximate time of the request, with its time zone.
- The operation: method and path, such as `POST /api/v1/orders`.
- What you expected and what happened: the HTTP status and the `code` of the error.
- The scopes of the key (the `scopes` of [`GET /api/v1/account`](https://docs.filmo.io/rest-api/endpoint-reference/account/get-the-account)), if the problem is about permissions.
- Whether you used the REST API or an MCP tool, and the client.

## What to leave out

- The API key, or any part of it.
- Personal data of customers or staff. The request id and the time are what support needs.
- Full response bodies that contain records. Send the shape or a redacted copy.

## Before you write

- Check the status and the [errors guide](https://docs.filmo.io/rest-api/guides/errors). The first call that fails usually has a known cause.
- If the error is a 400 on a date, check the offset; see [dates and times](https://docs.filmo.io/further-reading/dates-and-times).
- For a 429, wait for `Retry-After` before you try again.
- For a 5xx on a write, retry with the same `Idempotency-Key` first, so the write cannot run twice.

## Writing to support

Put the information above in your first message, so nobody has to ask for it again. This documentation does not promise a response time.

To get in touch, follow the steps in [Contact support](https://www.filmo.io/help/reference/support/contact-support) in the help center.

---

Canonical URL: https://docs.filmo.io/further-reading/support  
Last updated: 2026-10-09