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Facing an Issue? Here’s What to Do

If you encounter an issue or have a question while using Partoo, follow these steps in order. The list is organized from fastest to slowest resolution time.
1

Search the documentation

Use the search bar in this documentation to find answers to your question.
The documentation is updated regularly to cover the most common issues and questions.
2

Check the status page

Before reaching out, verify that our services are fully operational by visiting our status page.
Updates about potential incidents or ongoing resolutions are posted there in real time.
3

Send us an email

For support via email, contact us at: api@partoo.fr
Make sure to include all the required information listed below to help us respond quickly and accurately.

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Urgent Issues

An urgent issue means:
  • It occurs only in the production environment.
  • Your integration or bot was working fine previously.
  • Suddenly, something stopped working and this directly impacts your users.
Also, we kindly ask you not to send meeting requests right away.Our policy is to first exchange details by email to make sure we fully understand the situation without overloading our developers.If, after these exchanges, the issue is still blocking, we will of course be happy to schedule a meeting.
For urgent issues, send your report directly to api@partoo.fr and copy your Account Manager.

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Information Required in Your Request

When sending an email, please include the following information that help us quickly understand and resolve your request :
  • Your entity name (client name)
  • Give your full name (first name + last name)
  • If you are reporting a problem for another person, please mention the first name, last name and email address of the person concerned by the problem.
  • Your subscription type (e.g., pm, rm, rb, bm)
  • A clear explanation of your problem or need
  • Impacted feature(s) (e.g., post creation, edit business information, etc.)
  • Steps to reproduce the issue
  • The expected behavior vs. the actual behavior
  • Any error messages or logs
  • The API calls performed, with:
  • Endpoint(s)
  • Payload (if applicable)
  • Timestamps of the requests
  • The environment where the issue occurs (production, sandbox)
  • Relevant screenshots or screen recordings
The more complete your request, the faster we can provide you with an accurate solution.

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Example of a Perfect Support Email

Below is a model email you can adapt to your case. It contains all the required details. 
To: api@partoo.fr
CC: <your_partoo_contact@partoo.fr>
Subject: [Acme Corp] Issue with Post Creation Feature in Production

Hello Partoo Support Team,

I am experiencing an issue with the **Post Creation feature**.

- **Entity name**: Acme Corp  
- **Affected person**: John Doe - john.doe@acme.com  
- **Subscription type**: pm  
- **Environment**: Production  

**Problem description**  
Until this morning, everything was working fine. Starting from 09:30 CET, our requests to create posts started failing.

**Steps to reproduce**  
1. Send a POST request to `/posts/create` with a valid payload.  
2. Observe the response.  

**Expected behavior**  
The request should return `200 OK` and confirm post creation.  

**Actual behavior**  
We receive a `400 Bad Request` error.

**Error details**  
{
  "error": {
    "authorization": "Operation not allowed"
  }
}


**API calls performed**  
- Endpoint: `POST /posts`  
- Timestamp: 2025-09-10T09:30:02Z  
- Payload:  

{
  "business_search": {
    "business__in": [
      [
        "5409c35a97bbc544d8e26737",
        "595badaef348ab6b3530033f",
        "59d53302b12ff6429f262639"
      ]
    ],
    ... (rest of payload)
  }
}

I have attached screenshots of the failed requests for reference.

Could you please investigate and advise on the root cause? Since this impacts our production environment, I would appreciate an urgent resolution.

Thank you,  
John Doe  
Lead Developer – Acme Corp  
john.doe@acme.com
By following this structure, your request will be processed more efficiently and resolved faster.