Question 1

My API key isn't working - what should I check?

Accepted Answer

Confirm the key is active and not locked (a downgrade locks keys beyond your plan's allowance), that you're sending it as the X-Api-Key header, and that any IP allowlist on the key includes the caller. A leaked key can be rotated in one click from the dashboard.

Question 2

I'm getting 429 / my turns ran out - what happens?

Accepted Answer

You've hit your monthly turn allowance or a per-key rate limit. Paid plans get a little headroom above the quota before blocking; Free is a hard limit. The dashboard flags you at 80% and 100%, and you can upgrade any time. Enterprise is unlimited.

Question 3

What happens if LEO Soul is unreachable?

Accepted Answer

Your SDK's on_unavailable setting decides. It defaults to fail_closed (the call raises, so nothing unverified ships). Set fail_open to call your model provider directly and return the answer flagged degraded. This lives in your code because during an outage we can't serve you a setting.

Question 4

How do I tell a LEO Soul outage from my model provider failing?

Accepted Answer

By the status code. A 502 with an upstream block means your model provider failed (expired key, their rate limit, their outage). A 500 means the fault is ours.

Question 5

Can I get a refund?

Accepted Answer

Yes - full money-back within the first 30 days of your first subscription, pro-rated afterward. Request it from the dashboard billing page; a human issues the refund.

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