Create a support ticket

The CPN support ticket API allows you to raise and manage transaction-related issues including but not limited to:

Settlement delays
Missing information
Refunds

These tickets are stored and managed in the CPN platform, and Circle routes them to the appropriate party for resolution. This guide provides information on how to create a support ticket using the CPN API.

Steps

Use the following steps to create a support ticket.

Step 1: Gather information

Gather the appropriate information for your support ticket, including:

Payment ID to be associated with the support ticket
The type of support ticket:
- Settlement delay
- Wrong recipient
- Incorrect payment amount
- Request for information on the OFI
- Request for information on the sender
- Funding amount discrepancy
- Reverse funds
- Other
A brief description of the problem
Contact information (email) for follow-up

Step 2: Generate an idempotency key

Using a UUID generator in the language of your choice, create a UUID to act as an idempotency key for the API request.

Step 3: Submit the API request

Make a request to the create a support ticket endpoint with the information gathered in step 1, as well as the UUID and any additional emails that should be included on resolution correspondence. A successful response from the API includes an ID for the support ticket, a timestamp for creation of the ticket, and the information provided in the original API call.

JSON

{
  "paymentId": "3f020d62-6cef-4f2c-87e4-b096abc5cac9",
  "issueType": "PAYMENT_SETTLEMENT_DELAY",
  "description": "fiat payment is not settled in the stipulated time window",
  "email": "help@ofi.com",
  "idempotencyKey": "d7e5cecc-8d6f-44df-97e0-5faddf4ff858",
  "ccEmails": ["ccsupport01@example.com", "ccsupport02@example.com"]
}

Response

JSON

{
  "id": "f4b5a8f7-8fca-4d09-ad54-bb4528fe187e",
  "paymentId": "3f020d62-6cef-4f2c-87e4-b096abc5cac9",
  "issueType": "PAYMENT_SETTLEMENT_DELAY",
  "description": "fiat payment is not settled in the stipulated time window",
  "caseRefId": "CIR-123456",
  "email": "help@ofi.com",
  "ccEmails": ["ccsupport01@example.com", "ccsupport02@example.com"],
  "createDate": "2025-02-01T10:00:00Z"
}

​Steps

​Step 1: Gather information

​Step 2: Generate an idempotency key

​Step 3: Submit the API request

Steps

Step 1: Gather information

Step 2: Generate an idempotency key

Step 3: Submit the API request