When something breaks or the docs don’t answer your question, email support with the staging environment, the paymentId or borrower id, and the error code.

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Support channels

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Email

For account issues, integration questions, and anything involving private data: Put the environment (staging), the failing call, and the paymentId or borrower id in the first message.

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Slack (beta integrators)

Beta integrators get a shared Slack channel with the SohoPay engineering team — the fastest channel for integration questions and the place where incidents and maintenance windows are announced. Request an invite from the Dashboard under Settings → Support → Request Slack invite.

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GitHub

SDK bugs, documentation fixes, and feature requests belong in the open:
  • Organization: github.com/sohopay
  • Signing bugs belong on sohopay-agent-signer. Facilitator bugs belong on sohopay-backend. Docs bugs belong on sohopay-docs.
Not sure whether a merchant failure is your client or the API? Reproduce capture with cURL. If cURL fails too, email support with the paymentId.

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Office hours

The team runs weekly office hours for beta integrators — bring integration questions, architecture reviews, or anything that’s easier live.
The office-hours schedule is announced in the beta Slack channel each week. If you’re not in Slack yet, request an invite from the dashboard first.

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Community examples

The examples in SDK examples are the merchant capture call and the agent signer. Merchant demo apps live in the SohoPay GitHub organization.

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Response times

Staging is the integration environment. The table below is not a production uptime commitment. See Service expectations.
For a suspected key leak, email support@sohopay.xyz with SECURITY in the subject, and revoke the agent or the merchant API key. See Key management.

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Before you file a ticket

A quick self-serve checklist that resolves most reports:
  • Error responses — look the code up in the error reference; most codes have a specific recovery step.
  • Common failures — Troubleshooting covers prepare errors, capture rejects, and a poll that stays CREATED.
  • Concept questions — check the FAQ and Glossary.
  • “Is it me or is it down?” — the maintenance window and any active incidents are posted in the beta Slack channel.

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Next steps

Troubleshooting

Fixes for the most common integration failures.

FAQ

Short answers to the questions everyone asks.

SLA

Uptime targets, maintenance windows, and support commitments.