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Getting Help

This guide explains how to get support for the Pagamio VAS API, including how to report issues, request assistance, and escalate urgent problems.

Support Channels​

1. Email Support (Primary)​

Best for: Non-urgent questions, integration support, account issues

  • Email: [email protected]
  • Response Time: Within 4-24 hours depending on priority
  • Available: 24/7 (monitored during business hours)

Include in your email:

  • Subject line with clear issue description
  • Your merchant account ID
  • Environment (Sandbox/Production)
  • Detailed description of the issue
  • Steps to reproduce
  • Error codes/messages
  • Screenshots if applicable

2. Phone Support​

Best for: Urgent issues, immediate assistance needed

  • Number: +27 10 010 6820
  • Hours: Monday - Friday, 08:00 - 17:00 SAST
  • After Hours: Emergency line available for critical issues

3. WhatsApp Support​

Best for: Quick questions, status updates

  • Number: +27 82 123 4567
  • Hours: Monday - Friday, 08:00 - 17:00 SAST

Issue Severity Levels​

When reporting an issue, classify it using these severity levels:

Severity 1 (Critical)​

Production system down or major functionality unavailable

  • Complete API outage
  • Payment processing completely failed
  • Security breach suspected
  • Data integrity issues

Response: 1 hour
Resolution Target: 4 hours
Escalation: Automatic to senior team

Severity 2 (High)​

Major functionality impaired but workaround available

  • Intermittent API failures (>20% error rate)
  • Specific payment methods failing
  • Performance degradation affecting users
  • Authentication issues

Response: 4 hours
Resolution Target: 24 hours
Escalation: If not resolved in 12 hours

Severity 3 (Medium)​

Minor functionality issue with workaround

  • Occasional API errors (<5% error rate)
  • Non-critical endpoint issues
  • Minor data discrepancies
  • Feature not working as documented

Response: 8 hours
Resolution Target: 72 hours
Escalation: If not resolved in 3 days

Severity 4 (Low)​

General questions or feature requests

  • Integration questions
  • Documentation clarification
  • Feature requests
  • Enhancement suggestions
  • Best practice guidance

Response: 24 hours
Resolution Target: 5 business days
Escalation: Not applicable

How to Report an Issue​

Step 1: Gather Information​

Before contacting support, collect:

✓ Merchant account ID: _________________
✓ Environment: □ Sandbox  □ Production
✓ Issue occurred at: ___________________ (timestamp with timezone)
✓ Transaction ID(s): ___________________
✓ Error code/message: _________________
✓ Frequency: □ Once  □ Intermittent  □ Consistent

Step 2: Check Known Issues​

  1. Visit the API Status Page
  2. Check for current incidents
  3. Review recent updates

Step 3: Try Self-Service​

Step 4: Contact Support​

If issue persists, contact support via:

  1. Email (preferred for detailed issues)
  2. Phone (for urgent matters)
  3. WhatsApp (for quick questions)

Step 5: Provide Details​

Sample Support Email:

Subject: [Production] Transaction failures - Error 1200

Merchant Account: MERCH12345
Environment: Production
Severity: High

Issue Description:
We are experiencing transaction failures when attempting to purchase
Vodacom airtime. Started at 2025-10-21 14:30 SAST.

Error Details:
- Error Code: 1200
- Error Message: "Provider temporarily unavailable"
- Affected Product: VDA-001-0001 (Vodacom R10 Airtime)
- Frequency: 15 failures in last 30 minutes

Transaction IDs:
- TXN-20251021-145623-ABC
- TXN-20251021-150145-DEF
- TXN-20251021-151032-GHI

Request Sample (sanitized):
{
  "product_code": "VDA-001-0001",
  "mobile_number": "+27820001234",
  "amount": 10.00
}

Response Sample:
{
  "success": false,
  "error_code": 1200,
  "error_message": "Provider temporarily unavailable"
}

Expected Behavior:
Transaction should complete successfully as it does in sandbox.

Steps Taken:
1. Verified product code is correct
2. Tested in sandbox - works fine
3. Checked bearer token - valid
4. Tried different mobile numbers - same error

Impact:
Unable to process any Vodacom airtime purchases, affecting
approximately 50 customers per hour.

Request:
Please investigate and advise on resolution timeline.

Escalation Process​

When to Escalate​

Escalate if:

  • Response time SLA not met
  • Issue severity increased
  • Resolution target passed
  • Unsatisfactory resolution proposed

How to Escalate​

  1. Reply to your existing ticket with "ESCALATION REQUEST"
  2. State the reason for escalation
  3. Include new information if issue worsened
  4. CC: [email protected]

Escalation Hierarchy​

Level 1: Support Agent (Initial contact)
  ↓ (If unresolved in 24 hours)
Level 2: Senior Technical Support
  ↓ (If unresolved in 48 hours)
Level 3: Support Manager
  ↓ (Critical issues only)
Level 4: Technical Director

Emergency Support (After Hours)​

Available For:​

  • Severity 1 issues only
  • Active production merchants
  • Complete service outages

How to Access:​

  1. Call: +27 82 999 8888
  2. State: "Emergency production issue"
  3. Provide: Merchant ID and brief description
  4. Follow-up: Email details to [email protected]

Not Available For:​

  • Integration questions
  • Non-critical issues
  • Sandbox environment issues
  • General inquiries

Tips for Effective Support​

✅ Do:​

  • Provide complete information upfront
  • Include transaction IDs and timestamps
  • Sanitize sensitive data from samples
  • Describe expected vs actual behavior
  • Mention steps already taken
  • Be responsive to follow-up questions

❌ Don't:​

  • Share API credentials in emails
  • Send unformatted logs as attachments
  • Escalate immediately without waiting
  • Create multiple tickets for same issue
  • Use aggressive or unprofessional language

Support Ticket Status​

Status Definitions:​

StatusMeaning
NewTicket received, awaiting assignment
AssignedEngineer assigned, investigation in progress
Waiting on CustomerNeed additional information from you
Waiting on VendorIssue escalated to third-party provider
ResolvedIssue fixed, awaiting your confirmation
ClosedIssue confirmed resolved by customer

You'll Be Notified When:​

  • Ticket is assigned to an engineer
  • Engineer requests more information
  • Status changes
  • Issue is resolved
  • Ticket is closed

Maintenance Windows​

Planned maintenance is announced:

  • Email notification: 7 days in advance
  • Status page: Updated with maintenance schedule
  • Typical window: Sunday 02:00 - 06:00 SAST
  • Frequency: Monthly or as needed

Feedback on Support​

After resolution, you may receive a satisfaction survey:

Rate:

  • Response time
  • Technical expertise
  • Communication quality
  • Resolution satisfaction

Your feedback helps us improve our support services.

Last updated: October 2025