Support

Need help with the FLUID Network API? We're here to assist you.

Contact Information

Technical Support

For technical integration questions, API issues, or debugging help:

• Email: support@fluidnetwork.africa
• Response Time: Within 24 hours on business days

Sales & Partnerships

To become a Payment Provider or discuss partnership opportunities:

• Email: partnerships@fluidnetwork.africa
• Phone: +233 (0) 30 123 4567

Security Issues

For security vulnerabilities or concerns:

• Email: security@fluidnetwork.africa
• PGP Key: Download public key

IMPORTANT

Please report security issues privately to security@fluidnetwork.africa. Do not disclose vulnerabilities publicly until we've had a chance to address them.

Support Hours

Our support team is available:

• Monday - Friday: 8:00 AM - 6:00 PM GMT
• Saturday - Sunday: Emergency support only
• Holidays: Limited support (critical issues only)

Before Contacting Support

To help us assist you faster, please:

1. Check the Documentation

   • Getting Started Guide
   • API Reference
   • Common Issues

2. Gather Information

   • API endpoint you're using
   • Request and response examples
   • Error messages or codes
   • Transaction references (if applicable)
   • Your API key prefix (e.g., test_sk_abc... - never share the full key)

3. Test in Sandbox

   • Try reproducing the issue in the Sandbox environment
   • This helps isolate if it's an integration or production-specific issue

Common Issues

Authentication Problems

Issue: Getting 401 Unauthorized errors

Solutions:

• Verify your API key is correct and active
• Check you're using the right key for the environment (sandbox vs production)
• Ensure Authorization header format is correct: Bearer YOUR_API_KEY
• Confirm your API key hasn't been revoked or expired

Learn more about authentication

Validation Errors

Issue: Getting 422 Unprocessable Entity errors

Solutions:

• Ensure phone numbers are in E.164 format (+233241234567)
• Verify bank identifier exists (use List Banks endpoint)
• Check all required fields are included
• Ensure partner_reference is unique for each transaction

View error codes reference

Rate Limiting

Issue: Getting 429 Too Many Requests errors

Solutions:

• Implement exponential backoff retry logic
• Check X-RateLimit-* headers to monitor your usage
• Consider caching responses where appropriate
• Contact us if you need higher rate limits

Learn about rate limiting

Transaction Status

Issue: Transaction stuck in pending status

Solutions:

• Transactions can stay pending for up to 5 minutes
• Customer may not have approved the transaction yet
• Implement webhook notifications for real-time updates
• Use status polling with appropriate intervals (30-60 seconds)

View transaction flow

Webhook Issues

Issue: Not receiving webhook notifications

Solutions:

• Verify your webhook URL is publicly accessible
• Check your webhook endpoint returns 200 OK
• Ensure you're validating webhook signatures correctly
• Review webhook delivery logs in your dashboard

Webhook documentation

Resources

Documentation

• Getting Started - New to FLUID Network?
• API Reference - Complete endpoint documentation
• Integration Guides - Step-by-step integration
• Code Examples - Working code samples

Developer Tools

• Changelog: View API updates
• Postman Collection: Download collection

Community

• GitHub: github.com/fluid-network
• Twitter: @FluidNetworkHQ

Service Level Agreement (SLA)

API Uptime

We strive for 99.9% uptime for our production API:

• Scheduled maintenance is announced 48 hours in advance
• Emergency maintenance is communicated via email to registered contacts

Support Response Times

Priority	Description	Response Time
Critical	Production down, major impact	2 hours
High	Production issue, partial impact	4 hours
Medium	Non-critical production issue	24 hours
Low	General questions, documentation	48 hours

Feature Requests

Have an idea for a new feature or improvement?

Submit a feature request via feature-requests@fluidnetwork.africa

Training & Onboarding

Need hands-on training or dedicated onboarding support?

• Technical Onboarding: Free for all Payment Providers
• Custom Training Sessions: Available for enterprise partners
• Integration Workshops: Monthly developer workshops

Contact partnerships@fluidnetwork.africa to schedule.

Feedback

We value your feedback! Help us improve the FLUID Network API:

• Documentation Feedback: Use the "Edit this page" link on any docs page
• API Feedback: api-feedback@fluidnetwork.africa
• General Feedback: feedback@fluidnetwork.africa

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Emergency Contacts

For urgent production issues outside business hours:

• Emergency Hotline: +233 (0) 50 999 8888 (24/7)
• Critical Incidents: emergency@fluidnetwork.africa

WARNING

The emergency hotline is for critical production issues only. For non-urgent matters, please use standard support channels.