We’re here when money is moving.
Documentation, answers and a team that understands payments rather than reading from a script. This page explains how to reach us, what to send, and how requests are prioritised.
Self-serve first, people when it matters
Developer documentation
Integration architecture, payment lifecycle, webhooks, errors and sandbox.
Open →All solutions
What each product does, how it works and what it covers.
Open →Compliance library
Policies and regulatory disclosures for diligence teams.
Open →Trust Centre
Security posture, controls and certification status.
Open →Payment methods
What can be enabled, and what availability depends on.
Open →Contact the team
Sales, support, compliance and diligence routes.
Open →How to get help
Account and integration support is by email at hello@flowapay.co, worked during business hours. Merchants with a named account team also have a direct route to it, and enterprise rollouts include solution engineering through to go-live.
Where your order sets out response targets or service levels, those apply. We do not advertise a service level that your agreement does not contain.
So it is fixed on the first reply
- Your merchant account reference and the environment, test or live
- One or more payment, refund or payout identifiers that show the problem
- Timestamps with the time zone, and how often it happens
- The payment method, currency and customer market involved
- What you expected to happen, and what happened instead
- The raw API response or webhook payload, with secrets removed
How requests are triaged
Severity is judged by production impact rather than by who is asking. Anything stopping money from moving goes to the front.
Critical
Payments are failing in production, or settlement is affected across your account.
Contact us immediately and mark the message critical. Include your merchant reference and an affected payment id.
High
A material function is degraded: one method or route is failing, or webhooks are not arriving.
Report with the payment ids and timestamps involved so the route and provider can be identified quickly.
Normal
A question about behaviour, a configuration change, or something unexpected but not blocking.
Email support with the detail below; these are worked in order of receipt during business hours.
Low
Documentation, a feature question, or planning for a change you have not made yet.
Email support, or raise it with your contact if you have a named account team.
How we communicate when something breaks
- Account contacts are notified directly when an incident affects your traffic
- Updates continue through to resolution rather than stopping at acknowledgement
- Where a provider route is degraded, traffic is moved to healthy routes automatically
- Material incidents are followed by a written post-incident review
Three checks that resolve most reports
- Confirm which environment the key belongs to. A test key against live data fails with an authentication error, not a helpful one.
- Check whether your webhook endpoint acknowledged with a 2xx. Unacknowledged deliveries are retried and can look like duplicates.
- Read the normalised decline reason rather than the provider's raw message; a hard decline will not succeed on retry.
Support FAQ
Use the developer documentation and the sandbox first, and email the team with the specifics above. Enterprise rollouts include dedicated solution engineering through to your first live transaction.
Response targets and any service credits are set out in your order where they have been agreed. We do not publish a blanket service level, because it would not be true for every account.
Account contacts are notified directly when an incident affects your traffic, and updates continue until it is resolved. Routing also moves traffic away from a degraded provider automatically.
Yes. Every payment records the route taken, the decision returned and the normalised reason, so send us the payment id and we can explain exactly what happened.
Use the contact page and mark it compliance. Policies and regulatory disclosures are published in the compliance library, and further diligence material is available on request.
Need a hand?
Tell us what you are seeing and send the identifiers above. It is the fastest route to an answer.