If you are having problems using Ably and would like us to help you diagnose the root cause of the problem, then please do contact us.  We are here to help.

However, before you contact us, we have some tips on how to solve common problems below and also on who to get your issues solved more quickly by providing the information we need to support you.

Solving common problems

  • Dev console
    Within your app dashboard you will find a development console that helps you diagnose issues more easily.  You can for example attach to channels, subscribe to messages, publish messages and even monitor which channels and connections are being opened or closed.  See the development console FAQ for more info on how to use this useful tool to help you diagnose common problems.
  • FAQ
    Try searching our FAQs / solutions. Try entering some keywords in the Search box at the top of this page, or on our support site home page.
  • Github
    If you believe the issue is with the client library itself, have a quick search of the known or resolved issues for the client library you are using.  See the Github links next to each client library on our client library download page.
  • Connection issues
    If you are having issues connecting to Ably at present, then please visit www.ably.io/debug and run a test.  You will be provided with a test result code that we can use to lookup and inspect the results.  Please provide this code to us.

Contacting us prerequisites 

Before contacting support for help, please ensure you provide the information listed below so that we can help solve your issue more quickly:

  • Verbose logs
    If you are having issues with a Realtime or REST client, then we really need the verbose logs from that client so that we can identify where the problem lies.  In order to enable verbose logging in your clients, please refer to the ClientOptions documentation at https://www.ably.io/documentation/realtime/usage#client-options and refer to the "logLevel" or "log" options. For example, when using the Javascript library, you can enable logging by adding the option: log: { level: 4 } as shown in the example below:
    var ably = new Ably.Realtime({
      /* existing options */, 
      log: { level: 4 } 
    Please send us a copy of the verbose logs from the client that is experiencing the issue.
  • HAR file for browser devices
    If you are having issues from a browser and you have set the logging to verbose (described previously), then it will be very useful for us to additionally have access to the log of all connections. Follow these instructions to generate an HAR file.
  • App ID and affected channel names
    We are able to inspect recent server logs to try and correlate any issues you may be having. However, finding the relevant log is like finding a needle in a haystack.  As such, we need two pieces of information from you to find the relevant logs.  We need your app ID (see how to find your app ID) and ideally the channels on which you are experiencing these problems.
  • Keys being used
    Please confirm which API key is being used for the publisher and the subscriber if applicable and potentially different.  If using token authentication, please confirm the capabilities assigned to the token and the API key being used to issue the token or token request.
    Please note: never send us the secret part of your API key. An API key is made of three parts, an App ID, an API Key ID and a secret. For example, the following API key xVLyHw.xGq-Ng:W4SBF3pwKjhslCwI has:
    • An App ID of xVLyHw
    • An API Key ID of xGq-Ng
    • The secret W4SBF3pwKjhslCwI. Do not send us this part - this should never be shared
  • Client libraries
    Please confirm which client library you are using when you experience this error, along with the version number, the operating system, browser and device details if possible.
  • Reproducible
    Can you provide steps to reproduce this issue?  If you can, this will almost certainly speed up the process and help us to identify the problem very quickly.