Where to ask
Primary channel. Email
support@algovoi.co.uk for anything except security disclosures (see below).GitHub
Bug reports and adapter PRs on the public adapters repo.
Security disclosures
Email
security@algovoi.co.uk for vulnerabilities and anything sensitive.What to include in a support request
- Tenant ID. Find it in Settings in the dashboard. It’s a UUID.
- Mode. Test or live.
- Chain. For example
base_mainnet. - Tx ID if a specific transaction is involved.
- Time window in UTC so we can grep logs.
- What you expected versus what happened.
Response targets
| Channel | Target |
|---|---|
Email (support@) | Within 2 working days |
| Critical incident (chain down, gateway 5xx) | Within 1 hour during UK business hours, best-effort otherwise |
Security disclosure (security@) | Acknowledged within 24 hours |
Self-serve before opening a ticket
Most questions are answered in:- Quickstart for first integration steps
- Outbound webhooks for webhook payload and HMAC verification
- KYC and mainnet when a live payment errors
- Trial and pricing for billing questions
Incident reporting
If you suspect AlgoVoi is down or a chain is degraded:- Email
support@algovoi.co.ukwith the chain, tenant ID, sample tx_id, and UTC timestamp. - For confirmed multi-tenant outages we reply within the response targets above.
Security disclosures
For security-sensitive reports, do not open a public GitHub issue. Emailsecurity@algovoi.co.uk with details. We acknowledge within 24 hours and coordinate disclosure timing with you.