Support

Use the support channel and escalation contact provided during BPMG onboarding. Include enough information to correlate the request without sharing secrets.

Network expansion requests

OOLIN network support can be expanded upon customer request. Review the mainnet/testnet catalog in Supported Networks, then contact your onboarding support channel with:

• The network name and whether mainnet or testnet is required
• Required native coins/tokens and identifiers such as token contract addresses
• Required capabilities: deposits, withdrawals, or both
• Your wallet/payment use case and desired rollout date

Support scope and rollout timing are agreed after reviewing your requirements. After rollout, verify the target environment's network/asset responses and the agreed scope before integrating.

Include

• Environment and approximate UTC occurrence time
• HTTP method and path, with sensitive query values removed
• HTTP status, error.code, and error.action
• Response error.request_id or x-request-id
• Relevant account, deposit, withdrawal, or ledger ID
• Whether the request was retried and the final observed state

Never include

• API Key or HMAC Key
• Complete authentication headers or signatures
• Customer passwords, personal documents, or unrelated personal data
• Private keys, seed phrases, or internal database credentials

For a lost create response, first query by client_request_id. For non-final transactions, retrieve the current detail before filing the report. Do not create corrective balance entries in the client system while an investigation is open.

Suggested report template

Environment / UTC time:
Method and path:
HTTP status / error code / action:
Request ID:
Resource IDs:
Expected result:
Observed result and last status:
Retry or recovery already attempted:

Classify production fund-movement uncertainty separately from documentation questions. When funds may have moved, preserve the original business and client request IDs and stop duplicate submission while support investigates.