Getting support

When something breaks in production, the fastest resolution comes from a well-formed request. This page shows how to self-diagnose first, where to reach us, and exactly what to attach so an engineer can reproduce your issue without a round-trip.

Self-service firstAskCopy

Most issues resolve faster than a support ticket can be triaged. Before contacting us, check:

• Status page — confirm there is no active incident affecting Payments, Billing, or Engagement.
• Troubleshooting — common errors, declined cards, and webhook delivery failures with fixes.
• API reference — every error has a stable code; search it to find the cause and remediation.
• Dashboard logs — the Developers → Logs view shows the full request and response for any API call by request ID.

Contacting supportAskCopy

Open tickets from the dashboard whenever possible — they arrive pre-populated with your account, environment (sandbox vs. live), and recent API activity, which removes a whole verification step.

What to includeAskCopy

A good report is reproducible. Gather these before you write:

If you are filing programmatically or want to pull the diagnostic bundle yourself, fetch the event and any failed webhook deliveries:

import { Vinr } from '@vinr/sdk';
const vinr = new Vinr({ secretKey: process.env.VINR_SECRET_KEY });

// Pull the event behind a failed webhook so you can attach it to a ticket
const event = await vinr.events.retrieve('evt_3aF9...');

const attempts = await vinr.webhooks.deliveries.list({
  endpoint: 'we_2bQ7...',
  status: 'failed',
  limit: 10,
});

console.log({
  requestId: event.requestId,
  type: event.type,
  livemode: event.livemode,
  failedDeliveries: attempts.data.map((a) => ({
    id: a.id,
    responseStatus: a.responseStatus,
    attemptedAt: a.attemptedAt,
  })),
});

For raw API users, the same lookup carries the request ID back in the response header:

curl -i https://api.vinr.com/v1/events/evt_3aF9... \
  -H "X-Api-Key: $VINR_SECRET_KEY"
# -> look for the `vinr-request-id` header in the output

Severity and response timesAskCopy

Set severity honestly so our triage matches your actual impact. Targets below are for accounts on a standard support plan; enterprise agreements may define tighter SLAs.

A "first response" target means an engineer engages with your ticket — not that the issue is resolved. Keep the ticket thread open and reply with new findings rather than opening duplicates, which reset the queue position.

Status and incidentsAskCopy

Subscribe to status.vinr.com for email or webhook alerts on platform incidents and scheduled maintenance. During a declared incident:

• We post the affected systems (Payments, Billing, Engagement, Dashboard, API) and update at least every 30 minutes.
• You do not need to file a P0 for a confirmed incident already on the status page — subscribe instead and we will post the all-clear.
• After resolution, a post-incident review is published for any incident lasting longer than 30 minutes.

Next stepsAskCopy