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Before contacting support, check the Errors page, check your headers and reproduce the problem in Sandbox when possible.

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Information to provide

  • environment: Sandbox or Live;
  • approximate date and time, with time zone;
  • endpoint and HTTP method;
  • HTTP code and message received;
  • transaction_id, reference or public_reference;
  • payment method and country;
  • steps to reproduce the problem.

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Information you must never send

  • secret API key;
  • webhook secret;
  • password or confirmation code;
  • full PAN, CVV or any other card data;
  • exports containing unnecessary customer data.
For a request to be actionable, always identify the payment concerned by its reference (transaction_id or iMoney Encaissement reference) — never by your secret key. A key sent to support, even by mistake, must be regenerated immediately from the dashboard. Technical contact: support@i-pay.money.