When something breaks or the docs don’t answer your question, here’s where to go. Include a request_id from the error envelope whenever you report an API issue — it lets the team trace your exact request.

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Support channels

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Email

For account issues, integration questions, and anything involving private data: Put the environment (sandbox / mainnet), the failing endpoint, and the request_id in the first message — it usually saves a full round trip.

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Slack (beta integrators)

Beta integrators get a shared Slack channel with the SohoPay engineering team — the fastest channel for integration questions and the place where incidents and maintenance windows are announced. Request an invite from the Dashboard under Settings → Support → Request Slack invite.

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GitHub

SDK bugs, documentation fixes, and feature requests belong in the open:
  • Organization: github.com/sohopay
  • File SDK issues on the repo for @sohopay/sdk (TypeScript) or sohopay (Python).
Not sure whether it’s an SDK bug or an API problem? Reproduce with plain cURL first. If cURL fails too, it’s the API — email support with the request_id. If cURL works, file a GitHub issue on the SDK repo with both requests.

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Office hours

The team runs weekly office hours for beta integrators — bring integration questions, architecture reviews, or anything that’s easier live.
The office-hours schedule is announced in the beta Slack channel each week. If you’re not in Slack yet, request an invite from the dashboard first.

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Community examples

The examples repo under github.com/sohopay collects working integrations — merchant servers, agent loops, webhook consumers — contributed by the team and by integrators. Browse them alongside the curated SDK examples page, and open a PR if you’ve built something worth sharing.

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Response times

Support targets from the SLA: The API itself targets 99.9% uptime, with a maintenance window on Sundays 02:00–02:30 UTC, announced one week ahead in Slack and by email.
For suspected security issues — a leaked key, unexpected transactions, a vulnerability — email support@sohopay.xyz immediately with “SECURITY” in the subject line, and revoke any exposed API key first (see key rotation).

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Before you file a ticket

A quick self-serve checklist that resolves most reports:
  • Error responses — look the code up in the error reference; most codes have a specific recovery step.
  • Common failures — Troubleshooting covers stuck payments, webhook delivery failures, and environment mix-ups.
  • Concept questions — check the FAQ and Glossary.
  • “Is it me or is it down?” — the maintenance window and any active incidents are posted in the beta Slack channel.

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Next steps

Troubleshooting

Fixes for the most common integration failures.

FAQ

Short answers to the questions everyone asks.

SLA

Uptime targets, maintenance windows, and support commitments.