Support
How to get help, what to include when you reach out, and where to watch for service status.
When something doesn't work, we'd rather hear from you than have you guess. Here's how to reach us, and what to bring so we can help fast.
Channels
| Channel | Best for | Response |
|---|---|---|
| support@mintcash.me | Within 1 business day |
When you report an issue
Include this, in this order — we can almost always resolve from these four fields:
- The
externalId(or the resourceidif you have it) and a rough timestamp — that's how we find the request on our side. - What you sent — the endpoint and request payload (redact card tokens if you must, but full payload is fine; we see everything anyway).
- What you got back — the response, including HTTP status and the full error envelope.
- What you expected — describe the intent so we can spot a misunderstanding versus a bug.
For webhook problems, include the eventId from the envelope — we can trace any delivery from that.
One request = one ticket
If you're seeing the same problem across many requests, send three or four
representative externalIds — that's enough to triangulate. We'd rather you
send too few than too many.
Feature requests
Tell us. Volume of similar requests is the strongest signal we have for prioritisation. We don't always ship the most-requested thing — sometimes a smaller win unlocks more value — but we read every one.
Bug reports vs feature requests
| If… | It's a… |
|---|---|
| The documented behaviour and the actual behaviour disagree | Bug — flag urgently |
| Something works but you'd like it to work differently | Feature request |
| You can't find documentation for the behaviour you're seeing | Doc bug — tell us |
Documentation gaps are bugs in our books. If a page is wrong, missing, or ambiguous, the same support channels apply.