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How to register your IP, report incidents with request_id/event_id, and rotate or recover credentials
If you hit a problem while integrating or need help:
How to get help
- Register an IP allowlist entry (surface
s2s) for your production/test servers — contact the UnknownPay platform team. - Report a problem / incident — always attach the
error.request_id(from the error envelope) or theevent_id(from a webhook) so the team can trace the logs quickly. - Request a secret rotation / credential recovery — do it through the Portal (owner/admin), or contact the team if you cannot access the Portal.
Always quote a
request_id (S2S errors) or an event_id (webhooks) when you open a ticket. These are the fastest way for the team to find the exact record in the logs.Pending confirmation — add the real contact channels — support email (e.g. support@unkpay.co), the onboarding / account-manager channel, a status-page link, and business hours / response SLA
Pending confirmation — specify the urgent channel for production-level incidents (e.g. money not credited / withdrawal stuck), separate from the general channel
Pending confirmation — before publishing, check every image marker in the docs (sequence diagrams, Portal screenshots) is drawn/attached, and replace the base URL placeholder https://api.unkpay.co with the real production/sandbox URL everywhere