Scrapfly Support Request

Support request which are not related to Scrapfly service, like application debugging, developer environment issues, training are not part of support included with Scrapfly plan.

Support request related to deep investigation on target to reverse behavior with a report are part of paid support that you can ask to your account manager through the chat.

Troubleshooting

If the target is protected by anti bot solution, ensure ASP is enabled. You can also follow this guide to maximize the success rate.

Ensure the target is correctly running even on your current browser and with the same location as the proxy you used

If the scraped content doesn't looks like the result you have in your browser, with ctrl+u will display what is retrieve without browser rendering and help you to understand wether or not you need browser rendering.

Error Reporting

In order to help you and understand your issue , here are some guideline to follow

  • Provide logs links https://scrapfly.io/dashboard/monitoring/log/xxxxx
  • Provide Error returned by API or your HTTP Client
  • Give a maximum of context if the issue is sporadic
  • Try to give us the step to reproduce the issue you have - use the API Player if it's suitable and easier and drop use the sharable link
  • If you use SDK, use reporter to retrieve info on your side

If you are not able to retrieve errors, log errors, ensure your libraries are in development mode to get a verbose result. If our API is returning status code different from 200, ensure to read the response to get details and error codes

The more details / context you provide quicker will be the answer and accurate to solve your issue

If those guidelines are not followed, unfortunately, most of the time it will not be possible to help you.

Direct Chat Access

We are live from 9am-11am to 13pm-16pm UTC timezone Monday to Friday - you can drop the message any time you want, if nobody answer you directly after your message, means everyone is already busy or out of schedules. Don't worry we will respond to you when we are available, you will get the notification of a response on your email account and you can respond to the email.

Response time guarantee by plan

  • HACKER: No maximum response time guarantee
  • PRO: 5 business days maximum
  • STARTUP: 3 business days maximum
  • ENTERPRISE: 2 business days maximum - data engineer direct access
If you desire a custom support - feel free to ask to your account manager to setup a custom plan with your needs Send a support request