Support
Most answers are in this Help Center. When you do need us, sending the right details up front gets you resolved fastest.
Try self-serve first
- Search the FAQ (press
/). - Check Troubleshooting for your symptom.
- Review Common Mistakes and Error Codes.
When to contact support
Reach out when you have a reproducible issue you cannot resolve with the docs — for example a persistent gateway failure, a settlement discrepancy, suspected platform outage, or an account/entitlement change (module access, IP whitelist, production approval).
What to include before raising a ticket
Include as much of the following as applies — it lets us trace the exact transaction without back-and-forth:
| Field | Why it helps |
|---|---|
| Merchant ID | Identifies your account. |
| Order ID | Your merchant_transaction_id. |
| Transaction ID | GrowthBnk's transaction_id for the attempt. |
| Timestamp | When it happened, with timezone. |
| Request ID | Correlates to our server logs. |
| Response + status | The exact body and HTTP status you received. |
| Logs | Relevant application logs (redact secrets). |
| Environment | Sandbox or production. |
| Expected vs actual | What you expected and what happened. |
| Screenshots | For any UI/hosted-checkout issue. |
Never share secrets
Do not send your salt, full card numbers/CVV, or raw signed requests. Redact sensitive values before attaching logs.
Copy-paste ticket template
Support ticket
Environment: [sandbox | production]
Merchant ID:
Order ID (merchant_transaction_id):
Transaction ID:
Refund ID (if applicable):
Timestamp (with timezone):
Request ID:
Endpoint:
Expected result:
Actual result:
Request payload (redact secrets):
Response body + HTTP status:
Relevant logs:
Screenshots (if UI): Contact
Email developers@growthbnk.com with the template above, or talk to our team.