Support / Knowledge base / What to include
What to include in a support request
The more of this you send up front, the faster you get a real answer instead of a question back.
Always
The email address on your riverArk account, so we can find it.
What you expected to happen, and what happened instead.
When it happened, with a rough time and your time zone.
For a specific payment
The invoice ID or transaction ID. This is the single most useful thing you can send.
The amount, and whether the customer's wallet showed the payment as sent.
For an API or integration problem
The endpoint you called and the HTTP status you got back.
The full error response, with any key or token removed.
Roughly when the request was made, so we can line it up with our logs.
Never send an API key, password, or private key. Support will never ask for one. If you have already pasted a key somewhere, rotate it.
If you would rather email, we are at support@riverark.io. Everything above applies either way.