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Support for API users

Find answers to common issues

I’ve exceeded the rate limit for the API. What should I do?

If you have exceeded the rate limit for a 24 hour period, your key will be restricted for 24 hours from the point you have exceeded the limit. You will not be able to use the API during this period. Your access will be reinstated automatically.

If we notice unusual activity, your key may be restricted until we can contact the key holder.

If this happens, our help desk will send a notification to the email address that was provided during registration.

If you think that you exceeded the rate limit but have not received an email submit a support request. Check your junk or spam folder before you do this.

I’ve not exceeded the rate limit for the API. Why has my API key stopped working?

If you have not used the API key for 90 days, the key will automatically be revoked. To continue using the API, you need to submit a support request.

If your key has been used in the last 90 days and you’ve not received an email from our help desk, submit a support request.

If your contact email has changed from the one that was originally used to register for the API, write this in the support request.

Why was my API application rejected?

Common reasons for rejections include, but are not limited to:

  • no contact email provided
  • a postal address that cannot be recognised
  • an organisation, business or individual already being registered to use the API

If your application is rejected, you will be sent an email explaining why.

If you still need help

Submit a support request with our help desk giving as much detail as possible about your issue.

We aim to respond to your request within 5 working days, but it may take longer during busy periods.