Troubleshooting & Support
Encountered an issue? This section is here to help. Find solutions to common problems, understand what our error codes mean, and learn the best way to contact our support team to get the help you need.
1. First Steps When Something Isn't Working
If you're experiencing an issue with the MaskIT application, please try these quick troubleshooting steps first. They solve the most common problems.
- Check Your Internet Connection: Ensure you are connected to the internet.
- Refresh the Page: A simple browser refresh can often resolve temporary glitches.
- Clear Your Browser Cache: Old data stored in your browser can sometimes cause issues. Try clearing your cache and logging in again.
- Check the File Format: Make sure your file meets our supported formats (JPEG, PNG, WEBP for images) and is not corrupted.
- Check for Service Announcements: Look for any banners or notifications within the application that may indicate a planned maintenance or a temporary service-wide issue.
If the problem persists after trying these steps, please see our other guides or contact our support team.
2. Understanding Error Codes
When using our API, you may occasionally receive an error response. Here is a list of the most common HTTP status codes and what they mean.
Code | Title | Meaning |
|---|---|---|
200 | OK | Success. Your request was processed successfully. |
400 | Bad Request | The request was invalid. This is often caused by missing or invalid parameters in your request body. The response will contain more details. |
401 | Unauthorized | Your X-Api-Key is missing, invalid, or does not have permission for this action. Please check your credentials. |
500 | Internal Server Error | An unexpected error occurred on our servers while processing your request. Please try again later. If the problem persists, contact support. |
3. How to Report an Issue
Your feedback is crucial for improving MaskIT. If you find a bug or get an incorrect anonymization result, here is the best way to report it.
Reporting a Bug or an Incorrect Output
If the anonymized output is incorrect (e.g., a license plate was missed), please report it by contacting us via email at [email protected].
When reporting, include:
- A short, clear description of the issue (e.g., “The license plate on the yellow car was not masked”).
- The anonymized output file, and if possible, the original input file.
⚠️ Note: For security reasons, MaskIT does not store your original files. That’s why we cannot access the data unless you send it to us directly.
These reports are invaluable for improving the accuracy of our AI models.
Requesting a New Feature
We love hearing your ideas for how to make MaskIT better. You can submit your suggestions by:
- Filling out the feedback form in the application.
- Sending an email to [email protected].
4. Contacting Support
If you've tried the troubleshooting steps and still need help, our support team is ready to assist you.
Standard Support (All Plans) For all general inquiries, technical issues, and questions, please email our support team. 📧 Email: [email protected]
Priority Support (Business & Enterprise Plans) Customers on our Business and Enterprise plans have access to priority support channels with faster response times, as defined in their SLA. This may include:
- Priority Email Queue
- Live Chat Support
- Dedicated Phone Support
Please refer to your service agreement for details on how to access these channels.