Support & Help Center

Multiple ways to get help with CryptoGate. Choose the support channel that works best for you.

📝

Support Tickets

Submit a ticket for assistance from our support team

Response: Usually within 24 hours

Submit Ticket

Available in your dashboard

✉️

Email Support

Send us a detailed message about your issue

Email: [email protected]

Response: Under 24 hours

Send Email

Include transaction ID if applicable

📚

Documentation

Comprehensive guides and API reference

Coverage: Setup, integration, troubleshooting

Updated: Weekly

Browse Docs

For developers and merchants

👥

Community Forum

Connect with other CryptoGate users

Topics: Integration help, best practices

Response: Community-driven

Visit Forum

Get help from experienced users

📺

Video Tutorials

Step-by-step video guides

Topics: Setup, integration, features

Duration: 5-15 minutes each

Watch Videos

Learn by watching

Response Time Expectations

Our support team prioritizes issues based on severity:

Priority Level Examples Response Time Resolution Time
Critical Payment system down, security breach, complete service outage < 1 hour < 4 hours
High Transaction stuck, API errors, webhook failures, partial outage < 4 hours < 24 hours
Normal Integration questions, feature requests, account settings < 24 hours < 3 days
Low General inquiries, documentation feedback, enhancement suggestions < 48 hours As appropriate
Note: Response times are for business hours (9 AM - 6 PM UTC, Monday-Friday). Critical issues receive 24/7 monitoring and response.

Before Contacting Support

Help us help you faster by checking these resources first:

How to Write an Effective Support Request

Include this information to get faster, more accurate help:

1. Clear Subject Line

❌ Bad: "Help needed"

✅ Good: "Webhook not receiving payment_confirmed events"

2. Detailed Description

  • What you were trying to do
  • What actually happened
  • What you expected to happen
  • When the problem started

3. Include Technical Details

  • Transaction ID: If payment-related
  • Request ID: From X-Request-ID header
  • Timestamp: Exact time of issue
  • Error messages: Copy/paste exact text
  • API endpoint: Which endpoint you're using

4. Steps to Reproduce

Numbered steps showing how to recreate the issue:

  1. Go to dashboard → API settings
  2. Click "Generate new key"
  3. Copy key and paste into .env file
  4. Run npm start
  5. Error appears: "Invalid API key"

5. What You've Tried

Tell us what troubleshooting steps you've already taken:

  • "Tried regenerating API key - same error"
  • "Checked logs - no network errors"
  • "Tested with curl - works fine"

6. Environment Info

  • Platform: Node.js 18.x, PHP 8.1, etc.
  • SDK version: @cryptogate/sdk v2.1.0
  • Environment: Test mode or Live mode
  • Plugin version: If using e-commerce plugin
Security Notice: Never include your API secret key, webhook secret, or passwords in support requests. We'll never ask for these credentials.

Support Email Template

Copy this template for well-structured support emails:

Subject: [Brief description of issue]

Hi CryptoGate Support,

**Summary:**
[One sentence describing the problem]

**What I'm trying to do:**
[Your goal or intended action]

**What's happening:**
[The actual behavior/error you're seeing]

**Expected behavior:**
[What you think should happen instead]

**Technical details:**
- Transaction ID: [if applicable]
- Request ID: [from X-Request-ID header if API-related]
- Timestamp: [when issue occurred]
- Error message: [exact error text]
- API endpoint: [which endpoint, if API-related]

**Steps to reproduce:**
1. [First step]
2. [Second step]
3. [Result/error]

**What I've already tried:**
- [Troubleshooting step 1]
- [Troubleshooting step 2]

**Environment:**
- Platform: [Node.js 18.x / PHP 8.1 / WooCommerce plugin / etc.]
- SDK/Plugin version: [version number]
- Mode: [Test or Live]

**Account email:**
[Your CryptoGate account email]

Thanks for your help!
[Your name]

Emergency & Critical Issues

For time-sensitive, business-critical problems:

🚨 Critical Issue Hotline

When to use: Payment system completely down, security breach suspected, complete service outage affecting live payments

How to report:

  1. Email [email protected] with "CRITICAL" in subject
  2. Include account email and brief description
  3. Check status.cryptogate.live for known incidents

Response time: < 1 hour, 24/7/365

Not an emergency? Please use regular support channels. Misuse of critical support for non-urgent issues may delay response for genuine emergencies.

Account & Billing Inquiries

For account-specific questions:

Account Changes

  • Update email address
  • Change business information
  • Close/delete account
  • Transfer account ownership

Contact: [email protected]

Billing Questions

  • Invoice requests
  • Fee disputes
  • Volume discount eligibility
  • Payment history

Contact: [email protected]

Enterprise Sales

  • Custom pricing
  • SLA agreements
  • Dedicated support
  • White-label solutions

Contact: [email protected]

Compliance & Legal

  • AML/KYC requirements
  • Terms of Service questions
  • Data processing agreements
  • Legal inquiries

Contact: [email protected]

Feedback & Feature Requests

We love hearing from our users! Share your ideas:

Additional Resources

Explore more ways to get help and learn about CryptoGate:

Browse FAQ Troubleshooting Guide Developer Docs Join Community System Status