Support
If something isn't working, or you have a question about your integration, email us and we'll help you.
Before you write
- TroubleshootingCommon errors and fixes.
- API errorsStatus codes and messages.
- WebhooksWhy a webhook didn't arrive.
Write to us
What to include
To help us answer faster, please include:
- Your app's API key (never your API secret).
- The environment and the page or endpoint where it happens.
- What you expected and what happened instead, with the exact error message.
- The date and time it happened, including your time zone.
- Steps to reproduce it, plus screenshots or logs if you have them.
Response targets
We aim to give you a first response within these times, depending on severity:
| Severity | Examples | First response |
|---|---|---|
| Critical | Service down; login or signing broken for all users of your app | 4 business hours |
| High | A key feature fails and there is no workaround | 1 business day |
| Normal | Integration questions, errors with a workaround, feature requests | 3 business days |
Business hours are Monday to Friday, 9:00–18:00 (Spain time, CET/CEST). These are targets, not contractual commitments. Paid plans with a service level agreement follow the times set in that agreement.