API Support


We are proud to offer world-class support to all users of our API support - regardless of their product plan.

If you have any questions at all: Sales, Integration, or Trouble-shooting, don't hesitate to get in contact with us.

Frequently Asked Questions

If you're stuck, please consider:

  • Why does the user agent parser say the software is "Netscape" when it definitely isn't Netscape?

    It sounds like your system is getting confused by the semi-colons in the user agent you're trying to parse.

    For example, if you send this Internet Explorer user agent:

    Mozilla/5.0 (compatible; MSIE 9.0; Windows NT 6.1; WOW64; Trident/5.0)

    but are not handling the semi colons properly, the user agent gets truncated to just Mozilla/5.0 (compatible. The user agent then (correctly-enough) interprets this user agent as Netscape Navigator.

    You can tell when this is happening, as the user agent parse response will include a copy of what it received as the user agent to parse. By looking at it, you should notice that your system isn't sending the user agent properly because it doesn't match what you (thought you) sent through.

    We've only heard of this problem on systems using Microsoft C# (and only on Version 1 of the API; where user agents are sent as part of the POST Form Body instead of in the JSON of Version 2). Please look at our sample code for a good starting point.

  • I'm confused why the parser is detecting a user agent a certain way

    Every bit of detection for user agent parsing is done deliberately and intentionally; if you have a question about it, then we're happy to explain why it's doing what it's doing. We want you to be satisfied with how it works, and perhaps you've found something that's wrong! Either way, get in touch and we can discuss it.