Prepare a useful support request

Use the approved support channel in your merchant account or agreement. This documentation does not publish unverified email addresses, phone numbers, portals, operating hours, response times, support tiers, uptime guarantees, or maintenance windows.

Include

sandbox or production environment;
affected public endpoint and HTTP method;
UTC timestamp and any request/correlation identifier actually returned;
sanitized merchant order ID and transaction ID when applicable;
HTTP status, sanitized response body, and a concise observed-versus-expected result;
minimal reproduction steps; and
recent changes to your integration or deployment.

Remove before sharing

merchant API keys, access or refresh tokens, OTPs, and session cookies;
webhook secrets and signature material beyond the received public headers;
full customer payloads, card data, bank data, and government identifiers;
raw production logs or screenshots containing credentials or PII; and
internal topology or unrelated application secrets.

For common response handling, continue with Errors and troubleshooting. Pricing, settlement, refund, SLA, and account-approval questions require the current terms supplied by the support/legal/business owner; the old site is not evidence for any of those commitments.