Support

If a request doesn’t behave the way you expect and the reference docs don’t cover it, start here.

Check these first

Most integration problems turn out to be a missing header, an expired or under-scoped token, or a documented error you just haven’t run into yet. A quick pass through these usually gets you an answer faster than waiting on a reply:

Quick StartConfirm your base URL, headers, and token are wired up the way a working request expects.

AuthenticationCheck you're using the right token type, scopes, and Authorization header format.

Errors & TroubleshootingLook up your status code and error body. Many failures are already documented there.

Before you reach out

Support can only move as fast as the details you give it. Before you contact SMBcrm support, gather:

• The endpoint and HTTP method, for example POST /contacts/search.
• The HTTP status code you received, for example 401, 422, or 429.
• The full error response body: the actual JSON SMBcrm sent back, not a paraphrase of it.
• A timestamp for when the request was made, including timezone.
• The trace identifiers: the x-amzn-requestid response header and, if present, the traceId in the JSON body. Support uses them to find the exact call.

Remove tokens and secrets before sharing anything

Never paste a full Authorization header, access token, or Private Integration Token into a support message, ticket, or screenshot. Redact it first. A token is a live credential for your account, so treat one that may have leaked as compromised and rotate it. See Token Safety.

Below is a well-redacted report for a hypothetical failed call to POST /contacts/search. First, the request, with the token redacted (-i prints the response headers, including x-amzn-requestid):

curl -i -X POST https://services.smbcrm.com/contacts/search \
  -H "Authorization: Bearer <redacted>" \
  -H "Version: v3" \
  -H "Content-Type: application/json" \
  -d '{
    "locationId": "<location_id>",
    "pageLimit": 20
  }'

Then the full response body, exactly as received:

422 Unprocessable Entity

{
  "statusCode": 422,
  "message": ["<validation message>"],
  "error": "Unprocessable Entity",
  "traceId": "<trace_id>"
}

Add the status code, a timestamp with timezone, and the value of the x-amzn-requestid header, and support has what it needs to reproduce the problem without a round of follow-up questions.

Where to get help

Open the Help section inside your SMBcrm account. It connects you to SMBcrm support directly from the app you’re already working in. If you don’t have access to the app, or you want general product information first, start at smbcrm.com.

Tip

Say up front that you’re integrating with the API or MCP server, and lead with the details from the previous section. It gets your message to the right team faster than a general “it’s not working.”

Write a specific, reproducible report

How fast you get help depends mostly on how easy your report is to reproduce. Compare:

• “The contacts endpoint doesn’t work.” Nothing here for anyone to act on.
• “POST /contacts/search returns 422 every time I send locationId and pageLimit: 20 with a Private Integration Token. The full response body and the x-amzn-requestid header are attached.” Specific and reproducible: anyone can send the same request and compare.

When you can, trim the request down to the smallest body that still reproduces the problem, and say whether it happens every time or only sometimes. If it’s intermittent, include a few timestamps and trace IDs from different attempts rather than just one.

Related

• Errors & Troubleshooting: status codes and error bodies you might already recognize.
• Quick Start: confirm the basics, like your base URL, headers, and a working token.
• Authentication: token types, scopes, and the Authorization header.
• Token Safety: what to do if a token leaks and needs rotating.