Troubleshooting & support
During onboarding, your named XDC Tech contact is your first point of contact. General support is available at support@xdc.tech.
Common account issues
| Issue | What to do |
|---|---|
| Invitation link is invalid | Use the newest invitation. Ask for a resend if needed. If a fresh link fails immediately, contact support. |
| Password reset has no effect | Confirm the account was activated. Find the invitation email first. |
| No business appears after sign-in | Contact support. Do not create a second account. |
| Two-factor code is missing | Check spam. Contact support if it is still missing after five minutes. |
| A screen looks incorrect | Sign out and back in. If the issue remains, record the screen and exact message. |
Send a useful support request
Include your organization name, the affected screen or flow, the approximate time and timezone, and the exact error message after removing sensitive information. A screenshot can help if it is redacted first.
For an API issue, include the endpoint and HTTP method, HTTP status, sanitized response text and any returned request identifier.
Never include API keys, passwords, one-time codes, full account numbers or unredacted customer responses.
If a payment status is unclear
Check History and contact XDC Tech before submitting another instruction. For an API timeout, establish the actual transaction status and the endpoint's confirmed retry behavior before retrying.
If access may be compromised
Contact XDC Tech immediately and follow the confirmed access or key revocation process. Do not send the exposed secret in the support message.