Frequently asked questions

These answers cover common purchase and integration issues. Start by checking the relevant account or connection state, then decide whether to retry or contact support.

Paid, but access is not visible?

Check that you are signed in to the account that made the purchase, then look for the payment in Billing. If it is completed but access has not appeared in Applications & keys, refresh that page while the payment synchronizes. A timeout on the return page is not proof that payment failed, so do not pay again solely for that reason. If the records remain inconsistent, contact support with the transaction ID.

Open billing →

Key rejected or access expired?

Make sure your service uses the complete API key rather than the prefix displayed in the application list. Check that the application is ready, covers the required product and has not expired. If you recently rotated the key, update the service to use its replacement. Expired access needs an extension; rotating a key does not renew access.

Open applications and keys →

Connected, but no weather updates?

A WebSocket connection does not send an initial snapshot. To show current weather first, retrieve the latest observations from /v1/metar/latest, then wait for updates. A quiet period does not by itself mean the connection has failed; check heartbeat responses as well. If heartbeats time out or the connection closes, follow the WebSocket recovery instructions.

WebSocket API →

If these checks do not resolve the issue, provide support with the transaction or application ID, time, HTTP status or close code, and an error message with sensitive values removed. This helps locate the problem without sharing a full API key, card details or other credentials.

Contact support →