Welcome to the Kard Help Center. This guide will walk you through submitting a support request so our team can assist you as quickly and efficiently as possible. Providing the right information upfront helps us route your ticket to the correct team and reduce back-and-forth.
Getting Started
To submit a new support request, navigate to the Help Center and click Submit a Request. You will be prompted to fill out the following fields:
- Subject
- Request Category
- Description
- API Payload Request (if applicable)
- Severity
Field Guide
1. Subject
Enter a short, clear summary of your request or issue. Keep it brief but specific enough that our team immediately understands what it's about.
Examples:
- "Cardholders not receiving reward on Merchant X"
- "API timeout errors on authorization endpoint"
- "Commission split not reflecting correctly for BIN 123456"
Avoid vague subjects like "Help" or "Issue" as these slow down the triage process.
2. Request Category
Select the category that best describes your request. This is the most important field for making sure your ticket reaches the right team quickly.
| Category | Routes To | When to use it |
|---|---|---|
| Account Manager | Account Management Team | Account questions, billing, program details, onboarding status, partnership inquiries, or general questions about your program |
| Product / Engineering | Engineering Team | Technical issues, API errors, platform bugs, integration questions, product feedback, or transaction inquiries |
Examples by category:
- Account Manager → "Who do I contact to update our program settings?" / "Can you clarify our commission structure?" / "We need to update our BIN range"
- Product / Engineering → "We're receiving a 500 error on the
/transactionsendpoint" / "Cardholders are not receiving rewards on Merchant X" / "API payload question for sandbox testing"
3. Description
Tell us what is going on in as much detail as possible. A well-written description helps us resolve your request faster and reduces the need for follow-up questions.
Please include:
- A clear explanation of what is happening and what you expected to happen
- The steps you took before submitting this request
- Any relevant transaction IDs, account IDs, or BIN numbers
- The environment where the issue is occurring (Sandbox or Production)
- Any error messages you received
Example:
"We are seeing cardholders complete qualifying purchases at Merchant X, but the reward is not being applied. This started on February 20th. We have confirmed the campaign is active in the portal. Affected transaction IDs are attached. Environment: Production."
4. API Payload Request (if applicable)
If your request is related to an API issue, paste your request payload here. This helps our engineering team investigate without needing to ask for it separately.
Before submitting, please:
- Mask any sensitive cardholder data such as PANs, CVVs, or tokens
- Include the endpoint and HTTP method (e.g.,
POST /v1/transactions) - Include any error response you received alongside the request
Leave this field blank if your request is not API-related.
5. Severity
Select the severity level that best reflects the business impact of your request. This helps us prioritize appropriately.
| Severity | Description |
|---|---|
| S1 – Critical | Service is down or impacting all/most cardholders |
| S2 – High | Core function degraded or impacting a subset of cardholders |
| S3 – Medium | Minor impact with a viable workaround in place |
| S4 – Low | General questions, feature requests, or no business impact |
For a full breakdown of severity definitions and response times, refer to our Severity Levels & SLAs article.
Ticket Status
Once your request is submitted, you can track its progress under My Requests. Here's what each status means:
New Your ticket has been received and is awaiting assignment to a member of our team.
Open Your ticket has been acknowledged and is actively being worked on by our team.
Escalated Your ticket has been escalated to a specialized team for further investigation and resolution.
Pending Our team has responded and is waiting for additional information from you. Please check your email and reply promptly to avoid delays.
Resolved Your ticket has been resolved and closed. If your issue returns, please open a new request.
Tips for a Faster Resolution
- Be specific in your subject line — it helps our team triage faster
- Select the right request category — this determines which team picks up your ticket
- Include IDs and timestamps — the more specific, the better
- Attach files when relevant — screenshots, CSV files, or JSON payloads are always helpful
- Check your email — our team may follow up with questions and a timely response keeps things moving
If you have any trouble submitting a request, reach out to your account manager directly.