Support

Support channels

Pick the channel that matches the urgency and tier of your integration. Every channel routes to the same engineering on-call rota; email is the system of record for anything that needs a paper trail.

Partners on the Scale and Platform tiers also receive a dedicated Slack Connect channel and a named integration engineer. To request access, email us from the address registered to your organisation on the hub.

Response targets

These are best-effort targets for a first human response during UK business hours (Mon–Fri, 09:00–18:00 GMT/BST), excluding bank holidays. A severity-1 outage that affects money movement is paged 24/7.

What to include in a ticket

The single most useful thing you can send is the request_id. Every API response — success or error — carries one, both in the JSON body and in the x-credicorp-request-id response header. It lets us pull the exact request, the decisioning trace, and any downstream PISP or identity call from our logs without guesswork.

Reading the request_id off a response is one header lookup. Both the SDK and a raw curl call surface it:

# -i prints response headers; grep the request id for your ticket
curl -i -X POST https://hub.credicorp.co.uk/partner/v1/mcp \
  -H "Authorization: Bearer $TOKEN" \
  -H "Content-Type: application/json" \
  -d '{"jsonrpc":"2.0","id":1,"method":"tools/list"}' \
  | grep -i "x-credicorp-request-id"

# x-credicorp-request-id: req_8Hn2Lp0Wd4Xc

// The x-credicorp-request-id header is returned on every MCP response
const res = await fetch('https://hub.credicorp.co.uk/partner/v1/mcp', {
  method: 'POST',
  headers: {
    Authorization: `Bearer ${TOKEN}`,
    'Content-Type': 'application/json',
  },
  body: JSON.stringify({ jsonrpc: '2.0', id: 1, method: 'tools/list' }),
});
// quote this in your ticket
console.log(res.headers.get('x-credicorp-request-id'));

A good error body has everything you need to triage and everything we need to trace. This is the standard shape returned across the API:

{
  "error": {
    "code": "validation_failed",
    "message": "The request failed validation.",
    "detail": [{ "field": "applicant.company_number", "reason": "not_eligible" }],
    "correlation_id": "cor_01J2K3M4N5P6Q7R8S9T0A1V2W3",
    "retryable": false
  }
}

A clean, copy-paste report

Drop this template into your email. Notice the Authorization header is redacted — that's exactly what we want to see.

Environment:  live
Endpoint:     POST /partner/v1/mcp  (method: tools/call, tool: decisioning_explanation)
correlation_id: cor_01J2K3M4N5P6Q7R8S9T0A1V2W3
Time (UTC):   2026-06-29T13:42:07Z
Expected:     200, result.structuredContent.outcome = "approved"
Actual:       200, JSON-RPC error -32603 internal_error

curl -X POST https://hub.credicorp.co.uk/partner/v1/mcp \
  -H "Authorization: Bearer [REDACTED]" \
  -H "Content-Type: application/json" \
  -d '{"jsonrpc":"2.0","id":1,"method":"tools/call","params":{"name":"decisioning_explanation","arguments":{"reference":"APP-4471"}}}'

Help yourself first

Most tickets we receive are answered by a page we already publish. Before you write in, a two-minute check here will often unblock you immediately — and if it doesn't, you'll arrive with the right correlation_id and error code in hand.

Reporting a security issue

Suspected vulnerabilities and credential exposure are handled separately from integration support and are triaged immediately. Email security@credicorp.co.uk or follow the disclosure policy at security.txt. Please do not post security reports to the help centre or a shared Slack channel.