Status and support
Where to check whether it is us, and exactly what to include when you contact us.
Is it us?
Check onlink.africa/status first. It carries current and past incidents.
Contacting us
Email info@onlink.africa. It is a monitored inbox and the right destination for integration questions, incidents, credential rotation and sandbox order releases.
What to include
The difference between a fast answer and a slow one is almost entirely whether these are in the first message:
| Include | Where you get it |
|---|---|
requestId | The requestId field of the error body, or the X-Request-Id response header. |
orderId | The create response, or your own records. |
partnerReference | Your own handle for the order. |
X-OnLink-Delivery | The delivery id, for anything about a webhook. |
| The exact time, with a zone | So we can find it. |
requestId is the one that matters
It is the only handle that resolves to your specific request in our logs. Without it, an authentication problem is very hard to investigate from our side, because every auth failure returns the same body by design. Capture and log it on every non-2xx response — before you need it.
Never send us your API secret or your webhook signing secret. We never ask for either, and we cannot use them to help you. If you have pasted one into a message anywhere, tell us and we will rotate it.
What not to expect
We do not publish a response-time target. Send the fields above and we will get to it as fast as we can.