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1. Self-Service Documentation (The First Stop)

The Spotflow Documentation Portal is your primary resource for comprehensive platform and integration details. Before raising an issue, 99% of your answers are here. This portal includes: Detailed feature explanations, step-by-step integration guides, API documentation, and Frequently Asked Questions (FAQs). This feature empowers you as a merchant with structured, self-paced learning to master our platform on your own time. 📌 Best for: Technical documentation, In-depth learning and implementation guidance.

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2. Dedicated Technical Chat Support

If you hit a wall, you need engineers, not bots. For complex or integration-specific issues, we move straight to a personalized technical group chat.
  • The Channel: We prefer Slack, but WhatsApp groups are also available upon request if preferred.
  • The Team: When you raise an issue that requires escalation, we assemble a dedicated channel for you that includes:
  1. Integration Engineers to guide your setup with technical walkthrough calls/videos.
  2. Support/Operations Specialists for account-level issues or questions.
  3. Backend Engineers (for deep technical bug fixes).
📌 Best for: Account-related concerns, technical escalations, and complex troubleshooting that requires direct code-level input. Our Pledge: We skip the long queue. If your issue is confirmed as technical, we get the right eyes on it immediately to unblock your development. Response and resolution time is instantaneously 1 hour to 24 business hours.

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Your Support Channels Overview

Support ChannelPurposeResponse Time
Self-Service DocsIntegration guides, API reference, featuresSelf-paced
Chat SupportPersonalized assistance for complex issues1 hour - 24 hours
As a merchant, you can choose the channel that best suits your need—whether it’s self-paced discovery or urgent technical intervention based on the complexity of your query and the required response time. For further assistance, kindly send an email to support@spotflow.one.