How to contact TrueLayer's support?

You can reach out to our support team whenever you have questions or issues or are just curious about all things TrueLayer. We are happy to help!

Due to security reasons, we do not store or process our clients' customers data. Therefore, we are not able to offer direct support for end-users. If this is your case, please inquire about the platform or app you use. If your issue requires support from TrueLayer they will contact us with the relevant details for us to investigate.

Operation Hours

Our team operates from Monday to Friday, 8 AM - 8 PM GMT.

Chat

A chat widget is present on our Help Centre and in our Console. You will need to leave an email address for us to process your support request.

Tickets

We advise you to raise a support ticket with us for more complex and sensitive matters. You can do so by following this link or by clicking on New Ticket in the top right corner of our Help Centre.

TrueLayer clients can view all tickets raised in a dedicated Ticket Dashboard.
Learn more about How can I see support tickets raised by my team?

Please do not forward, cc, or directly send emails to support@truelayer.com. An email sent directly to this address will be auto-closed with a comment advising you to raise a ticket via our Help Centre.

FAQs

What information do I need to provide when raising a ticket?

Depending on the TrueLayer's product in question, you will need to submit different details.
We will always need your email address and your client_id.

Please find below related articles on what information to submit:

What to send on a support ticket for the Data API?
What to send on a support ticket for the Payments API? (V1 and V2)
What to send on a support ticket for the Payments V3 API?
What to send on a support ticket for the Payouts API?
What to send on a support ticket for Signup+?
What to send on a support tickets for the Variable Recurring Payments (VRP) API?

I can't raise a support ticket, what should I do?

If, on rare occasions, some technical issue prevents your ticket submission, please use the chat instead and report the problem to us for a quick fix.

What priority should be applied to support requests?

Please apply the priority to your ticket according to the table in this article: What priority should I apply when creating an incident ticket?