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Policies and Procedures

We're commited to keeping your data secure, your private information private, and being transparent about our practices as a bussinnes

Support Policy

What you should keep in mind when talking to our support engineers

To make sure that you understand and enjoy Voucherify, and that you promptly find answers to all your questions, we've collected a massive knowledge base: the developer docs, and user guides. Our GitHub repos contain a lot of valuable samples and tools, too.

If you can't find an answer to your question, you'd naturally want to talk to our support. Please do! The best way to do so is to submit a ticket (link do contact support form), but you can also use in-app chat for quick, relatively simple questions: look for the chat button in the web app, right in the bottom-right corner. The live chat is available only for customers with premium support. Find more details below.

How to talk to us

Submit a ticket:

  • If you believe that you’ve run into a bug
  • If you’re having difficulty setting up Voucherify
  • If you have any API-related questions
  • If you want to submit a feature request
  • If you need advice about your current setup
  • If you have any questions regarding your last invoice (or billing in general)
  • If you have any security concerns

Before submitting a ticket please make sure to use the same email which you use for your Voucherify account, and to include all the details (IDs of resources, and everything else which would help fully understand your question) so that we know about your problem as much as you do.

How fast will we get back to you?

Our support engineers are online, reading and answering your questions, from 9am to 5pm CET, Monday through Friday, excluding Polish holidays. (This doesn’t include special agreements and premium support provided to Enterprise clients.)

Platform status

Our platform status page is always up to date and shows the current platform status.

The Voucherify platform is constantly being monitored by our engineering team. In the event of any issue affecting the health and operation of Voucherify infrastructure, core systems, or tools, our dedicated operations team is notified and will work to immediately diagnose and correct any issues.