Getting Support from Junction

Last updated: May 1, 2025

Support Options

Do you have a question or need some assistance? We're available in the following ways:

Email Support (support@tryvital.io - please note, this will be rebranded soon)
Slack - ⚠ See: 📄 How to use Slack for support
- Slack Community support channel using this invite link.
- Your dedicated Slack support channel (for Scale plan customers).

What Information to Provide

We appreciate as much context as possible when you raise an issue. This helps us understand the issue, enabling a quicker investigation turnaround.

I have an issue with…

Anything in general

Item	Remarks
Your Team ID	Found in the Dashboard URL or under Team Config
Your region	US or EU
The User ID	If the issue occurs with a specific user
The environment	Sandbox, Production, or both

Lab Orders or Results

Item	Remarks
Order ID	Found in the your Dashboard
Demographic changes	For example, "update the DOB from 06/06/1977 to 05/06/1977"
Lab status	For example, "Patient visited lab on 04/04/2024, we are checking on the status of the results."

Mobile SDKs

Item	Remarks
SDK Platform	Native, React Native, Flutter
SDK Version	-
Device OS	Android or iOS
Device OS Version	-
Auth Scheme	Sign-In Token, or Team API Key

An API endpoint

When you encounter an unexpected response from the API, please provide the traceparent header value from the HTTP response you received if possible. This helps us narrow down the context surrounding your issue.

A traceparent response header looks like this:

traceparent: 00-0af7651916cd43dd8448eb211c80319c-b7ad6b7169203331-01

It contains a trace ID that links back to the original API request:

If you make the API request without a traceparent header, our infrastructure assigns a unique trace ID to it on entry.
If your API request is instrumented using OpenTelemetry, W3C Trace Context or other interoperable tools, these tools would inject a traceparent header automatically. Our infrastructure would adopt the trace ID from your API request

A wearables provider connection

Before reporting an issue, we encourage you to try out the following steps:

Check the resource availability

The Get User Connections endpoint reports the resource availability of all the connections. More specifically, it tells you:

What resources are available for a given user connection
Why each individual resource is available or unavailable, in terms of provider API access scopes.

Issues with historical pulls?

If you are having issues with historical data specifically, the Historical Pull Introspection endpoint provides a track record of historical pulls of all your user connections.

Issues with data availability?

If you have troubles with data availability in general, the User Resource Introspection endpoint is a live data ingestion record of all your user connections.

This is inclusive of all historical data covered by the Historical Pull Introspection endpoint.

Our Support Hours

Our support team is available from 9 AM to 5 PM ET. If you message us outside of those hours, there may be a delay, but we will follow up as soon as possible.