Contact channels
Support channels, hours, and response-time commitments are still being finalized. Until then, reach out through your onboarding contact or account representative.What to include
To resolve your request faster, include:- Your merchant/outlet ID and environment (sandbox or production).
- The
request_idoroperation_idof the affected transaction, if any. - The exact error
type(URN) and HTTP status you received — see Problem format and retries. - Timestamps (with time zone) of when the issue occurred.
What to never send
Never include the following in a support request, ticket, or attached log file:- Full card numbers (PANs), CVVs, or track data.
- Secret keys, access tokens, refresh tokens, webhook secrets, or redirect secrets.
- Raw customer payment credentials of any kind.
Emergency key revocation
If you suspect a secret or publishable key has leaked — committed to a public repository, exposed in a client-side bundle, or logged somewhere you don’t control — treat it as a security incident:- Contact support immediately and request emergency revocation of the affected key.
- Issue a replacement key scoped to only what you need (see least-privilege keys) and roll it out before the old key is revoked, to avoid downtime.
- Review recent activity on the leaked key — refunds first, since those move money — and reconcile anything unexpected. See monitoring.
Security and vulnerability reports
If you believe you’ve found a security vulnerability in RadiumOne’s platform (not a leaked key of your own — see above), report it through the same support channel rather than filing a public issue. See Security and PCI scope for what never to include in the report itself.Request enablement
Some features require support to configure your account before they work in production.<RequiresEnablement> notices throughout this documentation link here.
Next steps
Security and PCI scope
Key safety and callback verification.
Sandbox and API keys
Key types, scopes, and getting your first keys.