Support Channels

If you need assistance or have any questions about the resources mentioned in the documentation, contact our Integration Success team through the email below:

📧 [email protected]

This is the recommended channel for technical questions related to integrations with Asaas, analysis of unexpected behaviors, flow validation, and support in implementing resources via API or plugins.

When to use

Use the support channels when you need help to:

• clarify questions about endpoints, parameters, responses, or API errors;
• understand Webhook behaviors;
• validate charge, subscription, Pix, split, Checkout, subaccount, or other integration resource flows;
• investigate communication failures between your application and Asaas;
• analyze authentication, permission, environment, or payload errors;
• confirm implementation best practices;
• obtain support during Sandbox tests;
• guide the transition of an integration to Production;
• handle operational questions related to official plugins.

Official channel for technical support

The official channel for integration technical support is the email:

📧 [email protected]

This channel should be used for questions or problems that require technical analysis by the Integration Success team.

Recommended information in the contact

To speed up support, send as much technical information as possible about the case.

Whenever possible, include:

What can be handled by integration support

The Integration Success team can support topics such as:

• questions about API usage;
• analysis of errors in requests;
• Webhook behavior;
• payload validation;
• questions about Sandbox and Production;
• use of official plugins;
• guidance on integration best practices;
• understanding statuses, events, and responses;
• analysis of technical flows related to charges, customers, subscriptions, split, Pix, subaccounts, and other integration resources.

What may require another channel

Some subjects may depend on other teams or support channels.

Discord

Our team is also available on Discord.

However, Discord is not an official technical support channel. Responses may take longer, and you may also receive help from other developers who participate in the community.

Access our Discord

Use Discord to:

• exchange experiences with other developers;
• share general questions;
• follow community discussions;
• seek non-urgent guidance;
• find examples and best practices shared by other integrators.

Contact with account manager

If your question is commercial, or if it involves any request or release that needs to be handled by your account manager, contact us via WhatsApp:

0800 009 0037

WhatsApp support is available 24 hours a day.

This channel can be used for topics such as:

• commercial questions;
• feature releases;
• alignments with the account manager;
• analysis of commercial conditions;
• requests related to the account that are not strictly technical.

Operational impacts for integrations

When depending on support to investigate or validate an integration, consider some important operational impacts:

• the typical response time during business hours is 2 hours;
• support requests outside business hours may receive a later response;
• questions sent with little technical information may require additional interactions;
• problems in Production may impact sales, charges, transfers, reconciliation, or receipt of Webhooks;
• integration failures must also be monitored by the integrating application itself;
• maintenance windows, external unavailability, or instabilities may temporarily affect automated flows;
• unofficial channels, such as Discord, should not be used as the only means to handle incidents or critical failures.

Best practices before contacting support

Before opening a ticket, it is recommended to:

• confirm whether you are using the correct environment;
• validate whether the API Key belongs to the environment used;
• review API key permissions;
• check whether the endpoint, HTTP method, and headers are correct;
• verify whether the body is in the expected format;
• consult the documentation of the endpoint used;
• check whether there are pending, paused, or errored Webhooks;
• test the call again in a tool such as Postman or Insomnia;
• verify whether the error occurs in all cases or only in a specific resource;
• gather IDs, times, and error messages before sending the contact.

Example support message

When contacting Integration Success, you can follow the template below:

Hello, team!

We have a question/failure in the integration flow below:

Environment: Sandbox or Production
Resource/endpoint:
HTTP method:
Approximate time:
HTTP code returned:
Error message:
Related resource ID:
Expected behavior:
Observed behavior:

We have also attached the payload and the API response with sensitive data masked.

This format makes analysis easier and reduces the need for additional information requests.

Channel summary