Help
Common problems, what you can check yourself, and what to include when you contact us. If it does not resolve, use the contact below.
Contact
info@neurogica.com (put "yoft support" in the subject line)
Send from the email address you registered; we use it to verify you. We reply in order received.
If you are signed in, use the contact form and your account details are attached automatically.
Payment completed but the balance did not increase
- What is happening
- Stripe's payment notification (webhook) can arrive a few minutes late. "Waiting for the balance to update" on the billing page is this state.
- What you can do
- Wait a few minutes and reload the billing page. If the payment history shows "Completed", the balance has been credited. If it stays "Pending" for more than 10 minutes, contact us.
- What to include
- Date and time of the payment, the Stripe receipt number (in the receipt email), and your registered email.
Free credits were not granted
- What is happening
- Free credits are reserved from a monthly budget. When the month's budget is used up, the grant is deferred to a sign-in in a later month. They are also not granted until your email is verified. If an account with the same email address (ignoring case, Gmail dots and + tags) has already received the free credits, later accounts do not get them.
- What you can do
- Finish entering the confirmation code. Sign in once after the next month starts.
- What to include
- Your registered email and the date you signed up.
The API returns 429 rate_limited
- What is happening
- Each API key has a short-term request limit. Waiting the number of seconds in the Retry-After header lets requests through again. Repeated failed authentication from the same IP also returns the same 429 (on a shared IP, such as an office network, other people's failures count too).
- What you can do
- Space out requests or batch several series into one request. The limits are listed in the docs reference.
- What to include
- The request_id from the response, the time, and the key's name (never the key value itself).
Forecasts fail (400 invalid_request, timeout, internal_error, etc.)
- What is happening
- 400 invalid_request means the input exceeds the limits on points, series or horizon, or the CSV format is not accepted. timeout / model_unavailable / internal_error are failures on our side. The response's code and message say why.
- What you can do
- For a 400, check the limits table in the docs reference (in the Playground's CSV upload, exceeding a limit shows an error with the maximum value). For a timeout or 5xx, retry after a few minutes and contact us if it persists.
- What to include
- The request_id, the code, and the row and column counts of the input. You do not need to send the data itself.
Lost an API key, or it may have leaked
- What is happening
- Key values are shown only once at creation and cannot be displayed again.
- What you can do
- Go to Settings → API keys, revoke the key, and create a new one. Revocation takes effect immediately.
- What to include
- If you suspect a leak, when you revoked it and the likely route.
No confirmation code, or cannot sign in
- What is happening
- The confirmation email can land in spam or be delayed.
- What you can do
- Check your spam folder and use "Resend code" on the sign-up confirmation screen. If you forgot your password, use "Forgot password?" on the sign-in screen.
- What to include
- Your registered email and the time you tried.
Delete my account or change my email
- What is happening
- Account deletion and email changes are not available in the app yet. We handle them by request.
- What you can do
- Send from your registered email saying whether you want deletion or a change, and when.
- What to include
- Your registered email (send from that address so we can verify you), and the new address if changing.