{"templateId":"markdown","sharedDataIds":{"sidebar":"sidebar-sidebars.yaml"},"props":{"metadata":{"markdoc":{"tagList":[]},"type":"markdown"},"seo":{"title":"Getting help"},"dynamicMarkdocComponents":[],"compilationErrors":[],"ast":{"$$mdtype":"Tag","name":"article","attributes":{},"children":[{"$$mdtype":"Tag","name":"Heading","attributes":{"level":1,"id":"getting-help","__idx":0},"children":["Getting help"]},{"$$mdtype":"Tag","name":"p","attributes":{},"children":[{"$$mdtype":"Tag","name":"strong","attributes":{},"children":["Applies to both APIs."]}," ",{"$$mdtype":"Tag","name":"MarkdownLink","attributes":{"href":"mailto:apisupport@quiqup.com"},"children":["apisupport@quiqup.com"]}," is the technical channel for API and connector questions, fulfilment and last-mile alike."]},{"$$mdtype":"Tag","name":"p","attributes":{},"children":["There is no phone or WhatsApp support line."]},{"$$mdtype":"Tag","name":"p","attributes":{},"children":["For commercial questions, pricing, adding services, activating your account, go to your account manager or BDM instead."]},{"$$mdtype":"Tag","name":"Heading","attributes":{"level":2,"id":"what-to-send-in-the-first-email","__idx":1},"children":["What to send in the first email"]},{"$$mdtype":"Tag","name":"p","attributes":{},"children":["Support asks for the same seven things on nearly every ticket. Sending them up front removes a full round trip."]},{"$$mdtype":"Tag","name":"CodeBlock","attributes":{"header":{"controls":{"copy":{}}},"source":"Account email:      the address your Quiqup account is registered under\nEnvironment:        staging or production\nIntegration:        direct API / Shopify connector / WooCommerce connector / partner name\n                    (this is the first thing support has to establish, so lead with it)\nOrder references:   the affected order ids or partner_order_id values\nRequest:            exact body and headers, token redacted\nResponse:           exact body and HTTP status\nTimestamp:          when the request was sent, in UTC\n"},"children":[]},{"$$mdtype":"Tag","name":"p","attributes":{},"children":["Support cannot act on a request from an address with no Quiqup account behind it. Requests from an unrecognised address stall."]},{"$$mdtype":"Tag","name":"Heading","attributes":{"level":2,"id":"before-you-email","__idx":2},"children":["Before you email"]},{"$$mdtype":"Tag","name":"div","attributes":{"className":"md-table-wrapper"},"children":[{"$$mdtype":"Tag","name":"table","attributes":{"className":"md"},"children":[{"$$mdtype":"Tag","name":"thead","attributes":{},"children":[{"$$mdtype":"Tag","name":"tr","attributes":{},"children":[{"$$mdtype":"Tag","name":"th","attributes":{"data-label":"Question"},"children":["Question"]},{"$$mdtype":"Tag","name":"th","attributes":{"data-label":"Route"},"children":["Route"]},{"$$mdtype":"Tag","name":"th","attributes":{"data-label":"Where to look first"},"children":["Where to look first"]}]}]},{"$$mdtype":"Tag","name":"tbody","attributes":{},"children":[{"$$mdtype":"Tag","name":"tr","attributes":{},"children":[{"$$mdtype":"Tag","name":"td","attributes":{},"children":["My store order did not reach Quiqup"]},{"$$mdtype":"Tag","name":"td","attributes":{},"children":["Connector"]},{"$$mdtype":"Tag","name":"td","attributes":{},"children":[{"$$mdtype":"Tag","name":"MarkdownLink","attributes":{"href":"/docs/lastmile/integration-orders"},"children":["Integration Orders"]}]}]},{"$$mdtype":"Tag","name":"tr","attributes":{},"children":[{"$$mdtype":"Tag","name":"td","attributes":{},"children":["My orders stopped syncing"]},{"$$mdtype":"Tag","name":"td","attributes":{},"children":["Connector"]},{"$$mdtype":"Tag","name":"td","attributes":{},"children":[{"$$mdtype":"Tag","name":"MarkdownLink","attributes":{"href":"/docs/lastmile/integration-orders#when-a-working-connection-stops"},"children":["When a working connection stops"]}]}]},{"$$mdtype":"Tag","name":"tr","attributes":{},"children":[{"$$mdtype":"Tag","name":"td","attributes":{},"children":["I created an order but cannot see it"]},{"$$mdtype":"Tag","name":"td","attributes":{},"children":["API"]},{"$$mdtype":"Tag","name":"td","attributes":{},"children":[{"$$mdtype":"Tag","name":"MarkdownLink","attributes":{"href":"/docs/order-lifecycle#create-then-make-it-ready"},"children":["Order lifecycle"]}]}]},{"$$mdtype":"Tag","name":"tr","attributes":{},"children":[{"$$mdtype":"Tag","name":"td","attributes":{},"children":["It was working and stopped"]},{"$$mdtype":"Tag","name":"td","attributes":{},"children":["API"]},{"$$mdtype":"Tag","name":"td","attributes":{},"children":[{"$$mdtype":"Tag","name":"MarkdownLink","attributes":{"href":"/docs/authentication#authentication-errors"},"children":["Authentication errors"]}]}]},{"$$mdtype":"Tag","name":"tr","attributes":{},"children":[{"$$mdtype":"Tag","name":"td","attributes":{},"children":["I am not receiving webhooks"]},{"$$mdtype":"Tag","name":"td","attributes":{},"children":["API"]},{"$$mdtype":"Tag","name":"td","attributes":{},"children":[{"$$mdtype":"Tag","name":"MarkdownLink","attributes":{"href":"/docs/webhooks#not-receiving-webhooks"},"children":["Webhooks"]}]}]},{"$$mdtype":"Tag","name":"tr","attributes":{},"children":[{"$$mdtype":"Tag","name":"td","attributes":{},"children":["Authentication is failing"]},{"$$mdtype":"Tag","name":"td","attributes":{},"children":["API"]},{"$$mdtype":"Tag","name":"td","attributes":{},"children":[{"$$mdtype":"Tag","name":"MarkdownLink","attributes":{"href":"/docs/authentication#authentication-errors"},"children":["Authentication"]}]}]},{"$$mdtype":"Tag","name":"tr","attributes":{},"children":[{"$$mdtype":"Tag","name":"td","attributes":{},"children":["I need API keys"]},{"$$mdtype":"Tag","name":"td","attributes":{},"children":["API"]},{"$$mdtype":"Tag","name":"td","attributes":{},"children":["Generate a Bearer token in ",{"$$mdtype":"Tag","name":"MarkdownLink","attributes":{"href":"/docs/authentication#option-1-generate-a-token-in-quiqdash"},"children":["Quiqdash"]},". Only a ",{"$$mdtype":"Tag","name":"code","attributes":{},"children":["client_id"]}," and ",{"$$mdtype":"Tag","name":"code","attributes":{},"children":["client_secret"]}," needs a request."]}]},{"$$mdtype":"Tag","name":"tr","attributes":{},"children":[{"$$mdtype":"Tag","name":"td","attributes":{},"children":["I need a webhook registered"]},{"$$mdtype":"Tag","name":"td","attributes":{},"children":["API"]},{"$$mdtype":"Tag","name":"td","attributes":{},"children":["You do not. Register it in ",{"$$mdtype":"Tag","name":"MarkdownLink","attributes":{"href":"/docs/webhooks#register-your-endpoint"},"children":["Quiqdash"]},"."]}]}]}]}]},{"$$mdtype":"Tag","name":"Heading","attributes":{"level":2,"id":"reporting-a-suspected-outage","__idx":3},"children":["Reporting a suspected outage"]},{"$$mdtype":"Tag","name":"p","attributes":{},"children":["There is no public status page today, so \"is it you or me\" cannot be answered without asking."]},{"$$mdtype":"Tag","name":"p","attributes":{},"children":["Include the timestamp, the order references and the exact response. If several of your orders failed in the same window, say so. Several failures in one window points at a platform issue rather than a payload one."]}]},"headings":[{"value":"Getting help","id":"getting-help","depth":1},{"value":"What to send in the first email","id":"what-to-send-in-the-first-email","depth":2},{"value":"Before you email","id":"before-you-email","depth":2},{"value":"Reporting a suspected outage","id":"reporting-a-suspected-outage","depth":2}],"frontmatter":{"seo":{"title":"Getting help"}},"lastModified":"2026-10-15T14:10:56.000Z","pagePropGetterError":{"message":"","name":""}},"slug":"/docs/getting-help","userData":{"isAuthenticated":false,"teams":["anonymous"]},"isPublic":true}