Troubleshooting

If you are experiencing any issues while using our service through the iThenticate API, please email our support team at:

api-info@ithenticate.com

Please include the following information in your email when contacting support:

  • The raw XML of the API request and response.

    • How you capture this is dependent on the library and programming language used in your client application. Our support team cannot assist you with this.

     

  • The exact time of the request.

    • This should be shown in the response XML, but it will help our support team if you note it along with the time zone (or convert the time into UTC).

     

  • The public IP address from which you are sending the request.

    • This will help us search our logs.

     

  • The email address used to log in.

    • Please do not send up your password. iThenticate support will never ask you to reveal your password.