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support@hypermid.io — onboarding, production access, onramp credentials, and anything that is going wrong.

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Reporting a failing request

Include the traceId from the error response:
That id is how we find your exact call in our logs. With it, a diagnosis is usually one lookup; without it, we are guessing from timestamps. If you have no traceId — a timeout, or nothing came back at all — send the endpoint, the approximate time with timezone, and your partner name.

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Reporting a stuck payment

Send the session id (pay_…). If the payer already submitted a transaction, the transaction hash and its chain help too. Please do not send API keys, webhook signing secrets, or private keys; we never need them, and a support thread is a bad place for a secret. If you have already pasted one somewhere, tell us and we will reissue it.

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Common things that are not bugs

Fiat needs onramp credentials on your account, per environment. Ask us to configure them — see Environments.
A sk_test_ key reaches testnets only and a sk_live_ key mainnets only. The error names which direction you hit.
Cross-chain routes are two transactions with a bridge between them. The destination leg appears when it lands; estimate.executionDuration is the expectation to set.
Almost always the body was re-serialized before hashing. Sign the raw bytes — see Webhooks.
There is no failure event. An unpaid session expires silently, so absence before expiresAt is the signal.