We appreciate your trust in Fidel API for your transaction data needs. To ensure a smooth and efficient support experience, please follow these guidelines when filing a customer support ticket. This will help us serve you better and provide the necessary assistance promptly.
Ticket Filing Channels
Method: Customer support tickets should be filed either through Zendesk or via email to firstname.lastname@example.org. Please note that we will not consider requests submitted through other channels.
Your customer support ticket must include all the necessary information to assist us in addressing your request effectively. Please ensure the following details are provided:
Transaction Lookup Request: Each ticket should be related to a single transaction.
Transaction Date: The transaction date must be within the last 90 days.
Ticket Structure: Your ticket should follow this specific structure:
Subject: Find Missing Transaction (and onboard MID)
Hi Fidel team, can you please find the MID for the following transaction:
Transaction amount (with tip, don’t include currency symbol):
Transaction date (without time - YYYY-MM-DD):
Card scheme/network (visa, mastercard, amex):
We hope this guide helps you in filing your customer support tickets effectively. If you have any questions or require further assistance, please do not hesitate to reach out to us through the specified channels.