Support

Include

• The checkout reference and your merchant/store identifier.
• The API request ID, if the issue began with an API request.
• The transaction hash, token contract, network, amount, and recipient.
• Approximate timestamps and the observed Dashboard/API status.
• The webhook delivery ID and response code, if notification failed.

Never include

API keys, webhook secrets, wallet private keys, database connection strings, or customer authentication cookies. Redact wallet addresses only when the support channel specifically requires it — the full recipient address is normally necessary for payment reconciliation.

Related documentation

• Merchant troubleshooting — diagnose common issues before escalating.
• Operational troubleshooting — the operator-facing diagnostic table.
• Errors — what a request ID and error code tell support.