Support

Contact

Merchant support is opened from the merchant portal and stays on the account. Attach the payment or payout id when the request is about a transaction.

From the portal

• Transaction, when a collection or a payout needs a look.
• Technical, when an API request or a webhook is not behaving as the docs describe.
• Account, when verification or access is blocked.

Do not send API secrets, passwords, or one-time codes. A secret that has been pasted into a message should be rotated in Developers.

What to include

• The payment id or payout id, when the request is about money.
• The request_id from an API error, when a call was refused.
• The time in East Africa, and what you expected to happen.
• Whether the account is still waiting for verification.

What we can see

The portal already has the status, the fee snapshot, and the failure message. A request that repeats those fields and adds the id is enough. A photograph of a handset prompt is useful only when the status in the portal does not match what the customer sees.

Keys and codes

If a secret key, a webhook signing secret, or a one-time code has been sent to anyone who should not have it, rotate it before you write to support. We do not need the secret to find the account. The email on the account is enough.