Contacting support about an integration
This article explains when to contact Maventa support, integration care or sales, and why end customers should contact their software vendor first. It lists the details to include in every message, with extra details for sending, receiving, sign-in, webhook and account issues, so support can start investigating straight away. It also reminds you never to share API keys or passwords, not even in screenshots or log files.
If you couldn't find an answer in Solving common integration issues, Maventa support is happy to help. Sharing the right details from the start means support can begin investigating straight away, without a round of follow-up questions.
Who to contact
| Your question | Contact |
|---|---|
| A problem with an integration in production | Maventa support |
| Test accounts, API keys, integration validation | Integration care: integrations@maventa.com |
| A new integration, pricing or contracts | Inexchange sales |
ℹ️ If you're an end customer: if your software vendor built your connection to Maventa, contact your vendor first. They can see how their software uses Maventa.
What to include in every message
- Environment: testing or production
- Company: the company UUID of the account concerned
- When: the date and time, with time zone
- What you were doing: for example sending an invoice or registering a company
- What happened: the full error message or error response, exactly as you received it
Extra details for specific issues
Sending an invoice
- the invoice ID Maventa gave the invoice
- the invoice number
- the recipient's e-invoice address or Peppol ID, if you specified one
- the invoice's current status
Receiving an invoice
- the invoice ID, if you have it
- the sender's name and the invoice number
- whether you use webhooks, regular checks or both
Signing in or access
- the API method you called
- the full error response
- whether the same credentials have worked before
Webhooks
- the event type you expected
- when you expected it
- whether your system was available at that time
Company accounts and registrations
- the company's business ID and country
- the registration or confirmation step where it stopped
Keep your credentials safe
Never send API keys, passwords or other credentials to support. This also applies to screenshots, log files and code samples, so remove them before sharing. Maventa doesn't need your credentials to investigate.
Help support help you
- One issue per message. Separate issues are easier to track and solve.
- Logs from your own system help. They show what your software sent and when.
- Check the status page first if many things fail at once. status.visma.com shows current incidents and maintenance.