Support model
Technical support is provided to authorised platform users through contacts issued during onboarding. Public email aliases are not published on this page until the corresponding mailboxes are active and monitored.
Issue categories
- Integration issue
- Authentication issue
- Webhook issue
- Sandbox issue
- Production incident
- Access request
- Security concern
- Documentation question
Information to include
When contacting support through an authorised channel, include:
- Company name and merchant identifier, if issued
- Environment (sandbox or production)
- Issue category and severity
- Transaction or request reference where relevant
- Timestamp with time zone
- Concise technical description and recent changes
Do not submit
- Full card numbers
- CVV / CVC
- Cardholder passwords or one-time codes
- Complete API secrets or private keys
- Other sensitive authentication material
Security concerns
Suspected vulnerabilities should follow the responsible disclosure process rather than general support routes.
Production incidents
Critical production incidents should use the escalation path provided to your technical account contact. This website does not advertise 24/7 coverage until that process is confirmed and staffed.