Contacting support
Include the request ID. Always.
Every API response includes a request ID. You’ll find it in the
Aleta-Request-Id header and, when a request fails, in error.request_id:
Aleta-Request-Id: req_01HX8ZQ2K4M7P9RSTV
Please include this ID whenever you contact support.
It lets us find the exact request, along with its body, response, and downstream trace. Without it, we’ll usually need to ask a few questions first to work out which request you’re referring to. That can turn a quick investigation into a longer back-and-forth.
We recommend logging Aleta-Request-Id for every response, including successful
ones. The request you need help with isn’t always the one that returned an
error.
What to include
request_id | Required |
| Environment | Sandbox or production |
| What you expected | One sentence is enough |
| What happened | The actual response, verbatim |
| When | Timestamp with timezone |
| How often | Once, intermittently, or every time |
Please don't include a full card number, CVV, PIN, or access token in a support ticket.
If you’ve exposed a credential, revoke it in Cockpit first, then let us know.
Before raising a ticket
A couple of quick checks can often help you find the answer without waiting for support.
Request logs in Cockpit (Developers → Request logs) show the full request and response for every API call. You can filter by endpoint, status, and request ID.
If you’re trying to figure out why a call failed, this is a good place to start.
Webhook delivery logs (Developers → Webhook delivery logs) show every delivery attempt, the response from your endpoint, and let you replay a delivery manually.
If an event seems to be missing, check these logs first. You can see whether the event was sent and what happened when it reached your endpoint.
Where to raise it
| Channel | Use for |
|---|---|
| Cockpit → Support | Most support questions. Your organization context is attached automatically |
| it@aletaplanet.com | Vulnerabilities — see responsible disclosure |
| Your account contact | Commercial matters, program configuration, or limit increases |
If you have a production incident affecting live cardholders, use the escalation path agreed during onboarding rather than submitting a standard support ticket.