Support
Get help from the Credo team.
We're here to help you integrate and succeed with Credo. Whether you're just getting started or troubleshooting a production issue, our support team is ready to assist.
Contact support
Email support
For technical questions, integration help, or general inquiries:
We typically respond within 4 business hours during business days (9 AM - 6 PM WAT).
Dashboard support tickets
For account-specific issues and faster response:
- Log in to your Credo dashboard
- Go to Support → Submit Ticket
- Describe your issue with relevant details
Benefits of dashboard tickets:
- Priority response (faster than email)
- Account context is automatically attached
- Track ticket status and history
- Attach screenshots or files
Emergency support
For critical production issues affecting live transactions:
- Phone: +234-XXX-XXX-XXXX (available 24/7 for enterprise customers)
- Priority email: urgent@credocentral.com (include "URGENT" in subject)
Emergency criteria
Emergency support is for: complete payment failures, settlement delays affecting cash flow, security incidents, or API downtime. Please use regular channels for integration questions.
Before you contact us
To help us resolve your issue faster, please include:
For technical issues
- Transaction reference (
transRef) if applicable - Timestamp when the issue occurred
- Error message or response code
- Environment (sandbox or production)
- Code snippet showing the API call (remove sensitive keys)
- Expected vs actual behavior
For settlement issues
- Settlement reference number
- Date range affected
- Expected amount vs received amount
- Bank account last 4 digits
For account issues
- Business name and email on the account
- Screenshot of the error or issue
- Steps to reproduce
Support hours
| Day | Hours (WAT) |
|---|---|
| Monday - Friday | 9:00 AM - 6:00 PM |
| Saturday | 10:00 AM - 2:00 PM |
| Sunday | Closed |
Public holidays: Limited support, critical issues only
Self-service resources
Before contacting support, check these resources:
Documentation
Comprehensive guides and API reference.
Troubleshooting
Solutions to common issues.
Status Page
Check system status and incidents.
API Reference
Detailed endpoint documentation.
Community
Developer community
Join our developer community for:
- Integration tips from other developers
- Early access to new features
- Beta testing opportunities
- Direct feedback to product team
Join on Slack (invite required - email us for access)
GitHub
Report SDK bugs or request features:
Account management
Dedicated account manager
Enterprise customers (processing > ₦50M monthly) receive:
- Dedicated account manager
- Monthly business reviews
- Custom integration support
- Priority feature requests
Onboarding support
New merchants can request:
- Integration consultation (free)
- Code review (first integration)
- Testing assistance
- Go-live support
Contact sales@credocentral.com to schedule.
Feedback
We value your feedback:
- Feature requests: Submit via dashboard or email
- Documentation feedback: Use the feedback widget on any docs page
- Bug reports: Include "BUG" in email subject
Office locations
Lagos (Headquarters) Credo Payment Services [Address] Lagos, Nigeria
Abuja [Address] Abuja, Nigeria
Response time commitments
| Issue Type | Response Time | Resolution Target |
|---|---|---|
| Critical (production down) | 1 hour | 4 hours |
| High (payment failures) | 4 hours | 24 hours |
| Medium (integration help) | 8 hours | 72 hours |
| Low (general questions) | 24 hours | 5 business days |
Next steps
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