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Use this page after you have worked through the self-service resources and still need help with a Narrative SDK integration issue.

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Self-service resources

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Before you contact us

  • Checked the Troubleshooting guide for the issue you are seeing
  • Verified token claims such as iss, aud, iat, exp, and jti
  • Checked browser console and network requests for script, CSP, iframe, or token-route failures
  • Confirmed that nsdk-loader.js loads from the expected SDK origin
  • Retested with a fresh Embed Token minted for the current authenticated tenant user

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What to include in a support request

Include any request_id returned in an error response, the exact error message shown in the UI or console, and the approximate time the issue occurred.
Locally decode the JWT and share only the specific claims relevant to debugging, such as iss, sub, aud, iat, exp, and jti. Never send the raw Embed Token, the raw JWT, or your Connected App secret.
Include browser console errors, network failures, and screenshots or copied text that show what happened during loader, iframe, or token-route execution.
Describe the exact user flow, page, and actions required to reproduce the problem, including whether it happens consistently or only in specific tenant-user scenarios.
Include browser name and version, frontend framework, relevant host application details, and the SDK version or deployment environment you are using.

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