Troubleshooting & support

Start with the HTTP status and error.code. For latency issues, inspect the Server-Timing header. Send an X-Client-Trace-Id with each request so you can correlate application logs with a support case.

Symptom → likely cause

Symptom	Likely cause	Go to
Can't create an API key	Workspace not yet activated (funded or free credit)	Console
401 on a new key	Key changes can take up to one minute	Authentication
401 that persists	Missing/typo'd header, or a revoked key still deployed	Errors § 401
402	Credit balance exhausted; add credit before retrying	Errors § 402
404 on a correct-looking URL	Typo in the model path segment	Model routing
400 mentioning tokens	Prompt + max_tokens over the 4,096 context window	Models
Scattered 429 rate_limit_exceeded	Over your workspace's rate ceiling	Rate limits
429 service_busy	Temporary capacity pressure; honor Retry-After and retry	Errors § 429
502/503, sometimes with no JSON body	Temporary service error; retry any 5xx by status	Errors § retries
Slow responses, Server-Timing small	Network distance to the region, or no keep-alive	Measuring latency
Slow responses, processing high	Server-side latency; include Server-Timing when contacting support	Measuring latency
Verification/reset email missing	Delivery delay or spam filter	Account
Usage dashboard does not show rejected requests	Rejected requests are not included in usage totals	Rate limits

Isolate the source

Use these checks to isolate the problem:

1. Read Server-Timing on a slow request. If server time is low relative to wall-clock latency, investigate the client or network. If processing is high, include the value when contacting support. See Measuring latency.
2. Curl the endpoint directly (the Quickstart request, verbatim). If curl succeeds while your app fails, the difference is in your app's headers, body, or networking — compare them field by field.

The Playground calls the same API from the browser and can help separate API-key or prompt issues from client-code issues.

Contacting support

Write to support@celeris.ai for API, account, sign-in, or billing questions. Include the following information:

• Trace IDs of failing requests. Send X-Client-Trace-Id on every call and log the echoed value so support can locate the affected requests.
• Timestamps in UTC, with your region and model (e.g. us-east-1, celeris-1).
• The HTTP status and error.code (or the raw error body), and whether a retry succeeded.
• Server-Timing values and wall-clock duration for latency reports.
• What changed, if anything: new deploy, new key, traffic ramp.

Do not include an API key. If you suspect a key is exposed, rotate it first, then write to us.

Use the same address for billing questions, reserved capacity, or custom terms. See Console & billing for self-service options.