> For clean Markdown of any page, append .md to the page URL.
> For a complete documentation index, see https://docs.vlenseg.com/llms.txt.
> For full documentation content, see https://docs.vlenseg.com/llms-full.txt.
> For AI client integration (Claude Code, Cursor, etc.), connect to the MCP server at https://docs.vlenseg.com/_mcp/server.

# Support

## Contact Vlens

* **Email:** [support@vlenseg.com](mailto:support@vlenseg.com)
* **Dashboard:** [dashboard.buildwithfern.com](https://dashboard.buildwithfern.com) — manage your tenant, API keys, webhook subscriptions, and request types

## Before reaching out

When reporting an issue, include:

1. The endpoint URL and HTTP method
2. The full request body (redact sensitive fields like images)
3. The full response body including `error_code` and `error_message`
4. Your tenant name and the approximate time of the request

## Common issues

| Symptom                                    | Likely cause                                                                 |
| ------------------------------------------ | ---------------------------------------------------------------------------- |
| `error_code` is set but HTTP status is 200 | Expected — all Vlens errors use HTTP 200. Check `error_code`.                |
| Liveness always fails                      | Images are identical, or captured more than 0.5 seconds apart.               |
| User not eligible for contract             | Digital identity not verified, or a pending request already exists.          |
| Location change error during signing       | User is >80 km from their last active device. Call `StepReValidateLiveness`. |
| `401 Unauthorized`                         | Missing or expired `ApiKey` or bearer token.                                 |