Support

Write to us

Email support@venzx.com. A real person reads it. We aim to reply within one business day.

If your agent is blocked in production and you need it moving now, put URGENT in the subject line.

What to include

The single most useful thing you can send is the request_id. Every VENZX API response carries one, and it lets us find your exact call in the logs instead of guessing. It looks like req_a1b2c3d4e5f6.

Beyond that, whatever of these you have:

• The decision and decided_by from the response — these say which check fired
• The tool name you called, and roughly what the arguments looked like
• Your API key prefix only — the first ten characters, e.g. pai-a1b2c3…
• Which SDK version, from pip show venzx

Never send us a full API key, a password, or a live credential. We will never ask for one. If you have already pasted a key somewhere you shouldn't have, rotate it from the API Keys page — you get a replacement immediately and the old key keeps working for 24 hours, so nothing goes down.

Before you write — the quick answers

“VENZX allowed something it should have blocked”

Check your policy first. An empty allowed-tools list means every tool is permitted — that is the default on a new account, so an agent isn't broken the moment you install the SDK. Go to Settings → Policy and add your rules. Blocking of internal addresses and live credentials in tool arguments is always on and needs no configuration.

“VENZX blocked something it shouldn't have”

The reason field names the exact argument and the exact check. If it was the credential scan and the value was a false alarm, you can turn that check off for your account with block_secrets_in_tool_args: false — though it's usually better to stop passing the value.

“I'm getting 401 or 403”

• INVALID_KEY — the key was revoked or mistyped
• KEY_EXPIRED — the key was rotated and its grace period ended; use the replacement
• INSUFFICIENT_SCOPE — the key isn't permitted to use that endpoint; grant the scope on the API Keys page

“My verification email never arrived”

Check spam first, then use Resend verification email on the sign-in screen. If it still doesn't arrive, write to us — we would rather hear about it, because that email is what unlocks API key creation.

“An approval is being refused”

An approval is used up when it is claimed, and must be used within 15 minutes of being granted. spent means it was already used — ask again. stale means the window closed. Both are working as designed: one approval covers one action, once.

Other things you might be looking for

• SDK documentation — installing, the policy object, the approval flow
• The live demo — see a decision happen without signing up
• Terms of Service and Privacy Policy

Found a security problem? Please write to support@venzx.com with SECURITY in the subject, and give us a chance to fix it before disclosing it publicly. We will confirm receipt and keep you updated.