What to send on a support ticket for the Payouts API?

Our Help Centre and official Documentation pages can be a huge help if you are integrating, testing our APIs or facing issues. However, fear not: we are also here to assist you!

In order to provide the best support we can, we would like as many details as possible of the situation you are facing. Have a look below at the best practices for sending your support ticket.

1. Your client_id
2. The closest possible time and date for when the issue happened.
3. transaction_id for the transaction affected. Looks like this: a11aaaa11-a11a-1aaa-1a1a-1a11a11a1a11and identifies the payment.
4. Bank used.
5. Error message.
6. Steps to replicate the issue - or what you were trying to do when it happened.
7. Impact (how many payouts is this affecting?).

  ⚠️ Do not send ⚠️

1. Any kind of end-user sensitive information such as pins or codes (PIIs).
2. Any access_tokens. They are exclusively yours!
3. Your client_secret.
4. Screenshots or video recordings containing end-users information such as the ones on point #1 or balance, etc.

Any sensitive information shared through our ticketing system channel represents a security threat.

To send your incident request, simply go to our Help Centre and select "Submit a request" on the top-right of the screen. That's it!