Getting Help: Contacting Developer Support

Before you call....

If your integration is running into an error or a you have a question, please try to gather as much information before contacting us. With more information, teammates at FrankieOne are better-prepared to address your concern. Here are some examples of useful information:

  • The first 6 digits of your account's Customer ID and Customer Child ID
  • The URL your integration was attempting to make a request to
  • The date and time (as close as possible) of the API call(s)
  • The RequestID in the response
  • Details of the error codes and any message your integration received
  • An EntityID, DocumentID and/or CheckID
  • A description or dump of the data your integration sent
  • A description of what you were trying to achieve with the API call
  • A description of what actually happened

Please sanitise PII from information before sending to FrankieOne.

Contact via Jira

You can also log a ticket with Dev Support directly through https://frankieone.atlassian.net/servicedesk/customer/portal/3

Contact via Email

You can drop us a line with the above information at:

[email protected]

This will also create a Jira ticket automatically.

Discussion Forums

If you have general questions, then please use our new Discussion Forum


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