1. Reference
Partner API
  • Getting Started
    • Introduction
    • Authentication
    • Business Use Cases
  • API References
    • Balances & History
      • Get Balances
      • Get Balance History
    • Crypto Deposits
      • Get Crypto Deposit Details
      • Update Travel Rule
    • Crypto Withdrawals
      • Add Whitelisted Wallet
      • Get Whitelisted Wallets
      • Delete Whitelisted Wallet
      • Create Crypto Withdrawal
      • Get Crypto Withdrawal Details
    • SEPA Deposits
      • Get SEPA Payment Details
      • Get SEPA Deposit Details
    • SEPA Withdrawals
      • Create SEPA Withdrawal
      • Get SEPA Withdrawal Details
    • Currency Exchange
      • Get Rates
      • Create Lock
      • Create Exchange
      • Get Exchange Details
  • Integration
    • Integration Guides
    • Transaction Processing
    • Error Handling
    • Rate Limiting
    • Webhooks
      • Crypto Deposit Webhook
      • Crypto Withdrawal Webhook
      • SEPA Deposit Webhook
      • SEPA Withdrawal Webhook
      • Exchange Webhook
  • Reference
    • Supported Currencies
    • Fees
    • FAQ
    • Changelog
    • Support
  1. Reference

Support

Before You Contact Us#

Save time by checking these resources first. Many common integration issues can be resolved immediately from the current documentation.

Documentation and Guides#

API References: Verify endpoint usage, parameters, payload shape, and flow sequence.
FAQ: Check the most common onboarding, KYC, webhook, and transaction questions.
Error Handling: Review error codes and troubleshooting guidance.
Transaction Processing: Confirm whether the operation is asynchronous and whether you should wait for webhook or details status.

Quick Self-Diagnosis#

Issue TypeFirst Check
AuthenticationVerify the x-api-key header and confirm you are using the correct environment URL.
API ErrorsCheck the errorCode and errorMessage in the response. In many cases they point directly to the cause.
Timeouts or DelaysConfirm the transaction status through the relevant details endpoint or webhook flow.
KYC ProblemsCheck the current verification step, required documents, and whether poaRequiredForExtended applies.
SEPA IssuesConfirm the verification reference, IBAN approval status, and closed-loop requirements.
Card IssuesCurrent public documentation marks card services as suspended. Confirm whether the card module is enabled for your environment before troubleshooting further.

How To Contact Us#

Priority Support Channel#

Use the dedicated Telegram channel provided during onboarding. This is the fastest path for integration-related support and ongoing operational questions.

Alternative Channel#

General Support: support@fintegence.com

How To Speed Up Resolution#

To help us investigate faster, include the following in your support request.

Essential Details#

Problem Description: What you were trying to do, what happened, and what you expected instead.
API Details: The exact endpoint, method, and full request URL.
Relevant Identifiers: Any relevant identifiers such as externalUserId, transactionId, exchangeId, transferId, cardId, orderId, or paymentLinkId.
Request Information: The request body, headers excluding secrets, and any query parameters.
Response Details: The full response payload, including errorCode, errorMessage, and HTTP status.
Timing: Exact date, time, and timezone when the issue occurred.
Environment: Staging or production.

Support Request Template#

Copy and complete the template below when reporting an issue.
ISSUE DESCRIPTION:
What I am trying to do:
What is happening instead:
Expected result:

API ENDPOINT:
Method:
Full URL:

IDENTIFIERS:
externalUserId:
Other IDs:

REQUEST:
Headers (without secrets):
Query parameters:
Body:

RESPONSE:
HTTP status:
errorCode:
errorMessage:
Full payload:

WHEN:
Date and time:
Timezone:
Environment: staging / production

Urgent Issues#

For critical incidents such as production outages, blocked business flows, or security concerns, contact us immediately through your dedicated Telegram support channel.
For the fastest response, include the support template details above together with a short description of business impact.
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