Contacting the YellowCard Support Team
Last updated: April 25, 2026
How to reach us, what to send, and what to expect.
We're here to help. Whether you're troubleshooting a transaction, asking a question about your
integration, or flagging an urgent issue; this article explains how to reach the right team and get a
resolution as quickly as possible.
How to Reach Us
Primary Support
Slack:
Slack is the main platform for all partner support communications. Once you are onboarded, you will
be added to a dedicated shared Slack channel where you can reach the YellowCard support team
directly for any queries, transaction issues, or integration questions.
Best for: General queries, transaction issues, integration support, account questions, and escalations.
Telegram:
Once onboarded, some partners are also supported via a dedicated Telegram channel. This
channel is used to resolve transaction-related issues and API integration questions in real time.
Best for: General queries, transaction issues, integration support, account questions, and escalations.
What to Include in Your Request
| Information | Details |
| Your account email | The email address registered to your YellowCard partner account. |
| Transaction ID | The unique identifier for the transaction in question. |
| Error message or code | The exact error returned in the API response or visible on your dashboard. |
| Destination country/corridor | The country and payment rail involved (e.g., Nigeria via bank transfer, Kenya via M-Pesa). |
| Timestamp | When the transaction was initiated or when the issue occurred. |
| Description of the issue | A clear summary of what happened and what you expected to happen. |
Supporting documents (if applicable) | Screenshots, proof of payment, or customer communication relevant to the issue. |
What to Expect After You Reach Out
Once you contact support, here's what happens:
| Acknowledgement | You will receive a confirmation that your request has been received. For urgent issues, our team will prioritise accordingly |
| Investigation | Our team will review your account, transaction records, and any documentation you've provided. For complex issues, this may require coordination with our payments or engineering team. |
| Update & Resolution | We will keep you informed throughout the process and provide a resolution or next steps as soon as the investigation is complete. |
Tips for Faster Resolution
• Send one request per issue: Multiple messages about the same issue can create duplicate tickets
and slow things down.
• Be specific: Vague descriptions like "my transaction is not working" take longer to investigate.
Include the transaction ID and error details.
• Attach screenshots. If there's an error visible on your screen or dashboard, a screenshot helps
our team understand the issue immediately.
• Check your dashboard first. Many common issues, such as a transaction's current status or an
error message, are already visible there.
Not sure if your issue is a bug or a configuration problem? Send us the details anyway. Our support team will help diagnose the root cause and point you in the right direction, whether it's a
code fix, a settings update, or an escalation to our technical team.