1. Guides
CrossFX Payment APIs
  • Guides
    • CrossFX API Documentation
    • Support & Contact
    • API Basics
    • Authentication Guide
    • FX Rates
      • FX Rates Guide
    • Corridors
      • Supported Corridors Guide
    • Banks
      • Fetching Banks List Guide
      • Fetching Bank Branches Guide
    • Sanctions
      • Sanctions Screening Guide
    • Beneficiaries
      • Create Beneficiary Guide
      • Get Beneficiary Guide
    • Transfers
      • Generate Quote Guide
      • Confirm Transfer Guide
      • Get Transfer Status Guide
    • Crypto Deposit Address
      • Crypto Deposit Address Guide
    • Payments
      • Initiate Deposit Guide
      • Initiate Payout Guide
    • Webhooks
      • Webhooks Guide
      • Webhook Subscriptions Guide
      • Webhook Events Guide
      • Webhook Delivery Attempts Guide
    • Sandbox
      • Sandbox Data & Testing Guide
  1. Guides

Support & Contact

CROSSFX SUPPORT
Get the right help. Faster.
Technical and operational support for your CrossFX integration, transactions, webhooks and testing.
The more context you include in your first message, the faster our team can identify the request, transaction or delivery attempt involved.
API integrationTransactionsWebhooksSandbox

How we can help#

CrossFX provides technical and operational support throughout your integration and live transaction lifecycle.
Integration
Build and troubleshoot
API integration support, credentials, Sandbox testing, API errors and implementation questions.
Transactions
Investigate transaction state
Transfer, deposit and payout enquiries, settlement questions and corridor-specific operational issues.
Webhooks
Debug event delivery
Webhook delivery, event investigation, subscriptions and delivery-attempt troubleshooting.
Support also covers corridor availability and rules, operational questions and testing assistance.

Support channels#

Use the channel that best matches what you need.
Onboarding
Credentials, access and onboarding
[onboarding@crossfx.com](mailto:onboarding@crossfx.com)

Use this address for onboarding requests, credentials and access questions.
Technical & API help
Integration and operational support
[support@crossfx.com](mailto:support@crossfx.com)

Use this address for API errors, integration help, webhook debugging and transaction investigations.

What to include in a support request#

A useful support request gives us enough information to identify the exact transaction, API request or webhook delivery involved.
FASTEST WAY TO FIND AN API ERROR
Always include the error_id
Every platform error body carries an error_id. Quoting it is the single fastest way for our team to locate the request in CrossFX logs.

Transaction-related issues#

For anything involving a transfer, deposit or payout, include the identifiers that apply.
cbtx_tracking_id
Transfer identifier
Include for every transaction-related investigation.
deposit_id
Deposit identifier
Include when the issue involves the funding leg.
payout_id
Payout identifier
Include when the issue involves disbursement.
Also include:
error_id from the error body, if you received one
Relevant timestamps in UTC
If the issue concerns a payout, also provide:
Beneficiary details, masked where needed
Country and payout method
Transfer amount and currency

Webhook delivery issues#

If an expected webhook did not arrive, include the event and subscription details so we can trace delivery.
Event ID
Which event?
Include the event `id` from [Search Webhook Events](/42801043e0).
Delivery attempt ID
Was delivery attempted?
Include the delivery attempt `id` from [Search Webhook Delivery Attempts](/42801046e0), if an attempt was recorded.
Subscription ID
Where should it have gone?
Include the `subscription_id` of the endpoint that should have received the event.

Additional context#

The following information is not always required, but can materially reduce investigation time:
Sanitised API request body
Full API response
Relevant log snippets
Webhook payloads
Error codes and messages
Remove secrets, credentials and any unnecessary sensitive information before sending logs or request bodies to support.

Business hours & escalation#

Standard support hours
Monday to Friday
09:00 to 18:00 EAT  
East Africa Time

**Weekend**

Limited cover for urgent issues.
Urgent out-of-hours issue
Email: support@crossfx.com
Put `URGENT` in the subject line and include the `cbtx_tracking_id` in the body.

Direct escalation contacts are shared with your team during onboarding.
OUT-OF-HOURS FORMAT
Subject: URGENT — brief description of issue
Body: Include the relevant cbtx_tracking_id and supporting context.

Frequently asked questions#

How do I get API credentials?
What currencies and corridors do you support?
How long do transfers take?
Where can I test the API?
How do I verify a webhook came from CrossFX?
Modified at 2026-09-11 11:59:54
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