Contacting the YellowCard Support Team

Last updated: October 13, 2026

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.

Primary support channels

  • Slack: The main platform for partner support communications. Once onboarded, you'll receive access to a dedicated shared channel to contact the YellowCard support team directly. Best for general queries, transaction issues, integration support, account questions, and escalations.

  • Telegram: Some partners receive support through a dedicated Telegram channel for real-time resolution of transaction and API integration issues. Best for general queries, transaction issues, integration support, account questions, and escalations.

What to include in your request

To help our team resolve your issue quickly, include the following information whenever you reach out:

  • 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.

  • Timestamp: When the transaction was initiated or when the issue occurred.

  • Description of the issue: A clear summary of what happened and your expectations.

  • Supporting documents: Screenshots, proof of payment, or relevant customer communication.

What to expect after you reach out

  1. Acknowledgement: Confirmation of receipt; urgent issues are prioritised accordingly.

  2. Investigation: The team reviews your account, transaction records, and any documentation provided.

  3. Update & resolution: Ongoing communication, with a resolution or next steps once complete.

Tips for faster resolution

  • Send one request per issue to avoid duplicate tickets.

  • Be specific with transaction IDs and error details rather than vague descriptions.

  • Attach screenshots showing errors visible on screen or dashboard.

  • Check your dashboard first for common issues like transaction status.

Not sure if your issue is a bug or a configuration problem? Send us the details anyway.