Support

Stratsol Support is one team, reachable one way:

support@strat-sol.net

Use it for sandbox access, integration questions, and anything else you are stuck on.

When raising a support issue, include:

• your organisation;
• the Merchant ID, if you have one;
• the environment — sandbox or production;
• the payment's reference;
• the time it happened, in UTC;
• the HTTP status code, and the error message or responseCode you received.

Those are what let support find your request. Wasp does not return a separate tracking or correlation ID to quote.

Do not send API keys, key phrases, raw wallet tokens, card numbers, card security codes (CVV/CCV), private keys, or full unredacted payment payloads in support tickets.

Asking for access to a merchant

This one does not come to us, and emailing it here will slow you down.

Sign in and use the request form on your portal home page. Your request is recorded and waits in a queue for an administrator at the business you are building for. They are the person who can confirm you work there, and approving both connects your account to that business and grants the access they choose, in one step. If that business has no administrator of its own yet — usually because its merchant is new — Stratsol approves it from the same queue.

The form carries your verified identity with it, so the administrator can see who is asking without having to establish it first.

Two things follow from that, and they catch people out:

• Sending it here as well does not speed it up. It reaches a different team from the one that can approve it.
• If nothing happens, chase the administrator at that business first. If it has no administrator yet, email us and say which merchant you asked for.

If you do not know the Merchant ID your organisation uses, ask whoever set up your organisation's Wasp account. If you cannot find out, email the address above and say which organisation you work with, and we will point you at the right person.