Support and escalation

Your technical contact

Every integrating team has a named Aura technical contact. They are your route for keys, webhook set-up, questions about the API, incidents and changes on either side.

If you do not have a technical contact yet, start at poweredbyaura.com/contact or write to [email protected].

Reporting a problem

Say at the start whether live purchases are affected. Then include:

• the Aura-Request-Id header, or request_id from the error body;
• the purchase id or your reference, for a problem with a purchase;
• the environment, the network, and when it started;
• what you expected and what happened.

Never send an API key or webhook secret. If one may have leaked, say so and ask for it to be revoked.

Escalation

Your technical contact handles incidents first. The escalation route beyond them, and response times, are part of your agreement with Aura.

Ready to go live

Before you ask for production keys, check in the sandbox that your integration:

• sends a unique reference with every purchase and reuses it on every retry.
• retries timeouts, 429, 500 and 503 with backoff, and nothing else unchanged.
• verifies webhook signatures against the raw body and ignores repeated event IDs.
• tells customers data has arrived only on successful.
• handles every test number, including the reversal.
• looks purchases up by reference when a webhook does not arrive.
• reconciles a full day against the statement.
• keeps keys and secrets out of code, apps and logs.