How do I contact support?
If you need a hand planning or testing your integration, please contact us by email on integrations@flippay.com.au.
What should I include in the email?
Let's start with quick summary of what you're trying to do, what you think should happen and what's actually happening. For specific issues, please also provide the following.
Contact details
- Your name, email address (if not the one you're sending from), phone
ID's
- Your Introducer ID
- IDs relevant to your query, for example:
- Merchant ID
- Payment request or transaction ID
- File ID, logo ID, etc
Payloads
- The request payload you've sent
- The response payload you've received
Any additional relevant information
- Screenshots, files/images
- Workflow or information about the process in the integrated system
- Are there any deadlines or other pressures that we need to know about?
What can I expect?
We'll investigate and contact you as soon as we can - we'll let you know we've received your query, if we need more information, and a resolution as possible.
What happens next?
The issue might be configuration-based:
- In this case, the team might be able to provide immediate help to fix the problem - this might include explaining how the platform is working and changes required to your integration, or a change to the configuration of an object you're trying to use
- When relevant and if requested, the team can provide step-by-step guidance on how to complete these tasks.
The issue might be a product feature request:
- In this case, the team will pass on your request internally for our product team to review and decide whether it should be added in the roadmap. We are not able to provide ongoing commentary, feedback or commitments on such requests.
The issue might be a bug:
- In this case, the team will raise a bug with our engineering teams for them to review.
- We are not always able to provide a timeline for bug fixes, but the information provided in your mail influence the prioritisation of the backlog. Therefore, we recommend that you provide as much detail as possible when reporting an issue.