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How to contact Vipps Integration

Document version: 2.4.17.

We help with technical issues

There are a lot of self-service solutions on portal.vipps.no, please check there first.

Vipps Integration helps with technical questions from developers, such as questions about using our APIs. If you do not have a technical issue, the fastest way to get help is to start in the right place:

TopicHow to get help
General questions (including the customer relationship, creating sale units, change of admins, etc)See: Contact info for companies on vipps.no.
"Are there any problems?"See: Status pages.
Applications for Vipps products (status, follow-ups, etc)Check the status on portal.vipps.no.
Vipps plugins (WooCommerce, Shopify, Wix, WordPress, Wix, Shopify, Magento, EPiServer, etc)See the support info for your plugin: Plugin overview.
Vipps through a partner (for merchants)Please contact your partner.
Vipps through a POS (Point of Sale) vendorPlease contact your POS vendor.
Vipps through a PSP (Payment Service Provider)Please contact your PSP.
Partner assistance (for partners)See: Vipps Partners and the Partner API.
Settlements, invoices or similarSee: Settlements.
Suggestions for improvements to Vipps productsPlease use this form.

For technical issues related to Vipps and development of services using our APIs: Please see below.

What to include in the email

Important: Almost all requests we get are already covered in the technical documentation. Please check the FAQs (Frequently Asked Questions) for the Vipps API you are using, and use the search functionality for the technical documentation.

If you cannot find the answer: Please send an email with all relevant information to the address below:

  1. Please: Always include a detailed description of the problem with a step-by-step description of what you do and what happens.
  2. A concise, self-explanatory Subject line, such as "POST:/something gives HTTP 400 response".
  3. Company details: Organization number (find yours at Brønnøysundregistrene)
  4. Merchant Serial Number (MSN, see Getting started)
  5. Which Vipps product or Vipps API this is about.
  6. Environment: Is it a problem in the Test (MT) or the Production environment?
  7. Include orderId, and preferably also transactionId and contextId, to make it possible to search in logs.
  8. Date: On which date did the problem occur?
  9. For API issues: We need a complete request and response. Plain HTTP from Postman ensures the quickest response. No source code, please. Important: Remove everything except the last four characters from client_secretand Ocp-Apim-Subscription-Key.
  10. Please provide screenshots, if possible.
  11. Please provide your contact information (if not in your email signature): Name and phone number
  12. Please include any other information that may be relevant or possibly helpful.

The Integration email address is: integration@vipps.no

We also have a technical newsletter for developers: Sign up and access the archives here (low volume, no marketing).

Keep your colleagues up to date

If you want colleagues to be included in all communication regarding this issue, add them in the To: or CC: field of the email. Any updates to the issue will be sent to all email addresses in the original email.

Automatic reply

You will get an auto-reply from us with an issue number like VSD-12345 in the Subject line. This is the unique number for this specific issue, and is used to connect all communication about this issue in our systems.

The auto-reply is sent from a real e-mail address, which you can reply to.

Adding additional information

If you want to send additional information about the same issue, please reply to the email, without changing the Subject line.

Please remove previous communication when replying to an email, do not quote all the previous messages - we already have them.

Response time

We will help as quickly as possible, but due to large variations in the number of requests and the varying complexity of resolving them, we cannot guarantee response times.

Escalation

If you have a KAM (Key Account Manager), please contact her/him. If you do not, please reply to the issue, and add any relevant information. Please note that we understand that your problem is important to you, but that Vipps must sometimes prioritize differently.

More than one problem, or a new one?

Please send separate emails for each problem. If you send an email about a new problem by replying to an old issue, it may delay our response.

Can I call you?

Nope. We do not have a phone number for Integration, and we do not have the capacity to help 1:1 on phone. Most cases involve information that needs to be in written form, such as ids, API requests/responses, etc. We do sometimes set up Slack channels for customers, so you can request that if you expect to be contacting us a lot.

Can we have a meeting?

Nope. See: Can I call you?

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