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Frequently Asked Questions - Support

What information should I provide when requesting technical support?

Please make sure to include the following information when submitting a support request. These details are essential and may vary depending on the platform you are using. Mesibo APIs have been extensively tested and are used by millions of users. However, If you encounter any issues, we are here to assist you, but it is important that you provide us with the necessary information outlined below:

Mandatory Information

  • Platform and Version: Ensure that you are using the latest APIs before sending any support request.
  • Account details and the App ID: The numerical App ID can be found in the mesibo console.
  • Detailed description of the issue: Please provide a clear explanation of the problem, including any affected users' information (address, tokens, platform, etc.).
  • Mesibo connection status: Check the Mesibo_OnConnectionStatus callback to determine the connection status. If there are communication issues between specific users (messages or calls), ensure that the connection status for the affected users is 1. Users can only send and receive messages or calls when their connection status is 1.
  • Sample code and steps to reproduce the issue: If you are using the Javascript API, host your code somewhere and share the link with us. For mobile platforms, use the provided app sample to demonstrate the issue.
  • Complete logs and/or screenshots: Share unaltered logs and/or screenshots from the moment of mesibo initialization until the error occurs, obtained from your development tools (ADB, Xcode, browser console, etc.). These logs and screenshots greatly help us understand the problem quickly and provide you with better support.
  • Steps you have taken to troubleshoot the issue.
  • Try reproducing the same issue with mesibo demo apps and share the results.
  • Test the issue on a real physical device before reporting it. Although remote device testing platforms like Samsung Remote Test Lab Lab are useful, we have observed issues related to the file system.

Additionally, please provide the following information if applicable:

  • Mesibo Versions: Include the versions of Mesibo APIs in your support ticket and make sure you are using the latest ones. Visit the Download page to check for the latest versions before reporting an issue. If you are using iOS, perform a pod update to see if any updates are available.
  • Phone (or Simulator) model, platform, and OS versions for both sender and receiver, as applicable. Note that calls should be tested on real devices, not simulators.
  • Build tools and compile SDK versions.
  • Ensure that you are using the latest mesibo API
  • Provide the browser version and console logs from the beginning.
  • Your website must use HTTPS and have valid certificates. If these conditions are not met, the browser's security model will not grant media permissions, and calls will not work. These restrictions are imposed by browsers, not Mesibo. Please refer to Security section in the Mozilla documentation for more information.
  • Use Mesibo Backend API Playground guide before sending a request.
  • Send the exact JSON request and the response payload.
  • IP address of the server invoking the backend API
  • If you are not able to connect, ensure that you are not using the backend API from your clients. It should only be accessed from your backend servers. Read security note here
  • If you need help with on-premise, please be aware that we have absolutely no visibility on your server or the database. Hence you need to be more precise. In addition,
  • Refer to the On-premise Troubleshooting guide before sending a request. We require relevant logs from those steps.
  • Include complete on-premise server logs from the start and the exact command line to launch the mesibo on-premise. Refer to the on-premise documentation to learn how to obtain logs.

The more details you provide, the easier for us to understand and assist you promptly. Additionally, ensure that you are using the latest APIs and stable development tools (such as Android Studio, Xcode, etc.). We do not provide support for older, beta, or cross-platform development tools.

Why can't we help based on plain English descriptions of the problem?

We often receive issue reports written in vague terms like "it's not working," "sometimes it fails," etc. While we understand the intent, such descriptions are not actionable and make it impossible for us to assist effectively.

To help you better, your report must follow a clear, technical flow—just as one developer would describe to another.

For example:

We called read(20) for user abc@example.com, but it returned 0. We expected at least 5 messages. After this, Mesibo_onMessage was not triggered. The connection status is 1, and the user is online. When we tried the same flow using the sample app, it worked as expected.

// Code sample here

Attached are the complete logs.

This type of report is precise, reproducible, and immediately actionable.

When submitting an issue, always:

  • Clearly state what you did, what happened, and what you expected
  • Include logs, API responses, etc.
  • Reproduce the issue using the mesibo sample app
  • Confirm that you have followed the documentation and tutorials

Plain English descriptions without technical detail waste time for both sides. Always structure your reports with concrete data so we can help you quickly and accurately.

Who do I contact for mesibo support?

Before contacting us, please read the Get Started tutorialopen_in_new, which explains mesibo APIs for messaging and calls across all supported platforms. If your support request covers basic concepts already explained in the tutorial, we will redirect you there. Reviewing it first will save time for both you and us. If you are non-technical, please ask your technical team to go through the tutorial on your behalf.

For technical questions, post your question on Stack Overflowopen_in_new using the mesibo tag. Our team actively monitors and responds to all mesibo tagged questions. If you are an active paid user, you may also email us at support@mesibo.com. In both cases, ensure that your questions are strictly technical, include relevant code, and contain all required information as outlined above.

For non-technical questions, use the mesibo Requirement Analysis tool available on mesibo.comopen_in_new. For pricing-related queries, refer to the Pricingopen_in_new page, which answers the most common questions. Email support for any technical or non-technical queries is available to paid accounts only.

Important Email Guidelines

You will receive an automatic confirmation within 15 minutes of sending an email. If you do not see it, please check your spam folder. Do not paste logs directly into the email body. Instead, attach them as files or host them externally and share the link.

Legal Your use of mesibo and any communication sent to mesibo is governed by the mesibo Termsopen_in_new. These terms supersede all other agreements and any disclaimers included in your emails. Any disclaimers included in your emails do not apply.

Can you schedule a call?

We offer 24/7 online support via email. We schedule a phone call ONLY if the queries cannot be resolved over email. Please note that even when we schedule a phone call, we will require that you send us all the questions in advance over email so that the entire communication is clear and documented.

We firmly believe that we can offer much better support and accurate resolutions over email compared to a phone call. Hence, any support provided over the call is charged and must be paid in advance before we schedule a call.

What hours are you available?

Mesibo customer care Team is available Monday through Friday, 8:00 am to 5:00 pm PST in the United States, and 9 am to 6:00 pm in Singapore. This allows us to provide you round-the-clock customer support during weekdays. We also have support staff available during weekends for urgent issues.

What is the turnaround time for support requests?

Our support team strives to respond to support requests promptly, typically within a few hours, although in certain cases it may take up to 24 hours. We kindly ask for your patience in such situations.

Please be aware we may be unable to respond if you have not provided the necessary information and your account details as mentioned above.

In the interim, we recommend consulting our frequently asked questions (FAQs). These FAQs are regularly updated to include answers to common queries received from customers, so you are likely to find solutions to many of your questions there.

What is your SLA?

The mesibo cloud platform is available at 99.99%. If the mesibo uptime is below 99.99% in a given billing period, you will be eligible to receive a billing discount on a pro-rata basis. There is no SLA for on-premise deployment since you will be running it on your own premise.

We inform all the paid accounts in advance of any scheduled downtime. However, in case of unscheduled downtime events which is rare -- we may or may not be able to inform you as a priority would be to restore service rather than to inform you. Your servers will generally get to know about it if the backend APIs are not able to connect.

Note that, we may have to occasionally restart mesibo servers to upgrade. The downtime in such cases is under 5-10 seconds (generally less than a minute total in a month). Since we have to do this to keep your apps updated with the latest features, we do not count it towards downtime or any SLA guarantee.

We have questions on pricing. Can you help?

We recommend visiting our Pricing Pageopen_in_new, where we have detailed the pricing for both cloud and on-premise deploymentopen_in_new. If not explicitly mentioned, the pricing applies to both. Please refer to the pricing table, which lists each item in the left column and the corresponding charges (or if it is free) for cloud or on-premise in the right column. There are absolutely no additional charges beyond what is listed.

Our pricing is transparent and reasonable, and hence, we currently do not offer customized pricing. Detailed pricing is provided for both self-hosted and cloud options. Therefore, we do not respond to individual pricing-related queries.

We also encourage you to read the Pricing Notes and Pricing FAQ for further details. A pricing calculator is also available to help you estimate the approximate cost based on your usage.

Since we have provided the pricing details as clearly and thoroughly as possible, if your question remains unanswered, we kindly ask you to review all the resources mentioned above again—as we do not offer pricing support beyond the published information.

We have pre-sales questions before we try mesibo. Can you help?

mesibo is a developer-centric platform. Hence, to ensure informed discussions, we require that you first try mesibo and see if mesibo meets most of your needs before we engage in further discussions.

We suggest you read our Get-started tutorial which describes various mesibo APIs for messaging and calls for all the supported platforms, and try the first app and other demo apps.

If your questions are related to mesibo on-premise, we have easy-to-follow on-premise installation guide. We expect you to try it before sending your support requests.

Once you try the first app or other demo apps and you would like to explore further, we will be happy to answer other questions you may have that are not answered on our website. Please share your Account details.

We need additional features. Can you help?

We can certainly help. We continue to add features and we will like such inputs.

First, try mesibo and see if it meets most of your requirements. Then let us know about additional features and functionalities that you would like to see in the mesibo. There are chances that those functionalities are already feasible with existing features and we will help you achieve those functionalities. If not, we will certainly consider adding those features depending on the feasibility and let you know about the timeline.

We have specific requirements. Can you sign a non-disclosure agreement (NDA) before we discuss our requirements?

We are happy to discuss your requirements and determine how mesibo can best meet your needs. However, we do not sign NDAs due to having a large global customer base across many industries with potentially similar requirements. We may have already received similar requirements from other customers and hence signing an NDA restrains us from supporting our customers and offering our services effectively.

Having said that, your requirements are secure with us. We never discuss the requirements of one customer with another, and for the same reason, we often decline requests for references.

If an NDA is strictly mandatory for your organization, we request you only share publicly what you can or provide generalized requirements without revealing sensitive strategic purposes. Our core offering focuses on the mesibo platform and APIs to enable full customization for your specific use case and objectives.

I could not find documentation on some features, can you help?

We try to keep all our documentation updated. However, mesibo is constantly adding new features, and hence it might be possible that documentation may get delayed for some of these features. In such cases, you can raise a support request and we will help you with the required information. You can also refer to mesibo source code repositoriesopen_in_new to see how those features can be used.

We are in hurry - can you provide paid support to quickly integrate mesibo?

mesibo is an open and self-serving platform. We do have comprehensive but easy-to-read documentation, tutorials, and source code on our website to make it easy for the developers to get started. You can read them to get started quickly. If you have any specific questions that are not answered there, reach us and we will be glad to assist. You do not need any paid support, nor do we offer it.

Can you help with messenger/whatsapp clone demo and UI modules?

Before using the messenger code or UI modules, we expect you to read and build the First App tutorialopen_in_new for the platform of your choice, it explains and demonstrates how to send messages and make calls in just a few lines of code. If you have not, we will not be able to help you with the messenger or UI modules.

Secondly, the messenger/WhatsApp clone demo code and UI modules are provided as it is. You are requested to read the tutorial and understand the code yourself. It is expected that you are well-versed with mesibo APIs and have successfully used mesibo API before using the messenger demo code. We will be happy to help if you have questions on a particular part of the code (send us line numbers) or any mesibo API-specific questions. We will not be answering any general questions.