Get help. Bring a request_id.
Every Synapass response — success or failure — carries a request_id and trace_id. With those two strings, any problem becomes diagnosable in minutes.
Something broken
Start with troubleshooting — most issues resolve in the checks there. Bring the request_id from the failing response.
Troubleshooting guideA how-do-I question
The FAQ answers the common ones in a paragraph each. If yours is missing, it belongs in a GitHub issue.
Read the FAQBugs & features
Open a GitHub issue with version, deployment path, config shape (secrets redacted), and minimal reproduction steps.
Open an issueSecurity reports
Suspected vulnerability? Do not open a public issue — report it privately so it can be fixed before it is disclosed.
How to reportWhat to include
A good report has five things. Copy this template into your issue — it is the fastest path to a fix.
issue template
Synapass version:
Deployment path: (docker / native / desktop)
Failing request_id + trace_id:
Expected vs actual:
Minimal reproduction:
Relevant config (SECRETS REDACTED):