Contact us

For technical questions about integrations with Asaas, contact the Integration Success team:

This is the official channel for error analysis, flow validation, and questions related to the API, Webhooks, Sandbox, and official plugins.

When to contact us

Reach out to integration support when you need to:

• clarify questions about endpoints, parameters, responses, or errors;
• analyze unexpected API behavior;
• validate payloads and integration flows;
• investigate issues with authentication, permissions, or environments;
• understand Webhook behavior;
• get help with testing in the Sandbox;
• clarify questions about official plugins.

For commercial questions, feature enablement, or account-related matters, talk to your account manager via WhatsApp at 0800 009 0037.

If you don't have an account manager, send an email to [email protected].

Before contacting support

Before reaching out:

• confirm that you are using the correct environment;
• check that the API Key belongs to the environment being used;
• double-check the endpoint, HTTP method, and headers;
• review the payload format;
• consult the documentation for the resource;
• test the request again using Postman or Insomnia;
• gather the IDs, timestamps, and error messages related to the case.

This information helps reduce investigation time.

Required information

Whenever possible, send:

Message template

Use the template below to send the case information:

Hello, team!

We need help with the flow below:

Environment:
Resource or endpoint:
HTTP method:
Approximate date and time:
HTTP code returned:
Error message:
Resource ID:
Expected result:
Observed result:

Payload sent:
Response received:

Sensitive data has been removed or masked.

Other channels

Discord

Discord is a community channel and does not replace official technical support.

Use it to:

• exchange experiences with other developers;
• follow community discussions;
• share general questions;
• look up examples and best practices.

For cases that require investigation, account validation, or formal follow-up, send an email to the Integration Success team.

Account manager

For commercial questions, feature enablement, or account-related conditions, contact us via WhatsApp:

0800 009 0037

WhatsApp support is available 24 hours a day.

Best practices for critical flows

Implement logging, monitoring, alerts, and safe retries in your application.

Support can help with investigations, but your integration must be prepared to handle temporary failures, unexpected responses, and reprocessing.

Main changes

• The email appears only once as the main channel.
• "When to use" and "What can be handled" were merged.
• The guidance prior to contacting support was condensed into a short section.
• The content about operational impact was reduced to a practical recommendation.
• Discord and the account manager were organized as alternative channels.
• The message template and the security guidance were kept.
• Excessive dividers and repeated explanations were removed.