# Wise Platform partner support Wise Platform partners have access to a global technical support team 24/7 for any technical issues you may experience with the Wise API once your integration is live. Our Enterprise support team also provides operational assistance for partners managing transactions for their customers. Personal API tokens If you access the Wise API using a [personal API token](/guides/developer/auth-and-security/personal-api-token), please see the [Support for business accounts guide](/guides/product/partner/business-account-support) to learn about your support access options. ## API status page Wise reports all incidents and maintenance notifications to our public status page, [status.wise.com](https://status.wise.com/). You can subscribe to the page via email, Slack, or webhook. You can also integrate with the [Wise status page via API](https://status.wise.com/api). ## Enterprise support Partner accounts are issued a partner-specific email address to reach the Wise Enterprise support team for assistance managing [customer operations issues](/guides/product/partner/operations). Examples of customer operations issues include rejected payment inquiries, payment recall requests, and [payment status](/guides/product/partner/operations#payment-status-or-money-hasnt-reached-recipient) or [proof of payout](/guides/product/partner/operations#receipt-or-proof-of-payout) requests. Responses will be sent to the sender email, but we can also designate a cc email for all cases and updates, which you’ll arrange as part of your contracted SLA. As all responses are delivered via email, we cannot guarantee the structure or how the emails will be represented by various email clients. We recommend that if you plan to automate or otherwise rely on the structure of the support responses, that you use the API method to integrate instead. ### Partner cases service Creating and managing cases via the [Partner Cases service](/api-reference/case) allows you to communicate directly and in a more structured and secure way to our partner support system. With the partner case endpoints you can open, retrieve, and respond to support and operations queries using your backend tooling. The Partner Cases service is currently in a closed beta, and therefore subject to change. If you would like to integrate these endpoints into your workflow, speak with your implementation manager. ## Technical support For technical questions about the Wise API, send an email to [api@wise.com](mailto:api@wise.com) to contact the Wise integration support team. To help our support team resolve your issue efficiently, please include in your request: - API endpoint(s) affected. - Business impact of errors. - `x-trace-id` examples of failing requests. - The environment: production or sandbox. - API request and response body. - Timestamps, and duration of issues. - User or profile IDs if applicable. The team adheres to the response and resolution times set out in your commercial agreements with Wise Platform. However, we make every effort to handle all incoming cases as soon as we can, according to the severity of your issue. ## Emergency support For urgent requests that occur outside of normal working hours, Wise provides emergency phone support option to partner accounts. The emergency phone number is provided by your CSM and is monitored 24/7 by our team. Examples of high-severity issues include: - Complete payment processing outages affecting all users. - Critical system failures preventing any form of integration functionality. - Major security incidents needing urgent resolution. Non-critical support requests made to the emergency channels may be redirected to our standard support channels, which can result in delays and affect our ability to respond to the most severe incidents. Frequent misuse may result in restrictions to these enhanced escalation methods. If you think you need to escalate a critical issue by phone, please check the [Wise status page](https://status.wise.com/api) first. If an incident has been reported there, the on-call team will be unable to provide you with more detailed updates. **When you call the emergency number**: - You’ll hear an automated greeting informing you that you’ve reached Wise Platform on-call. - You’ll then be connected directly to an engineer in the team. - In the case that you’re not successfully connected to an engineer, we’ll try to connect you to one of another two engineers in the team. This could happen in the unlikely event of a major outage across the API, causing many partners to attempt to contact the team at the same time. - If no engineers are currently available, you’ll be prompted to leave a voicemail which the team will receive. When you leave a voicemail, please advise the team how to follow up with you by providing an email address or phone number. **When you reach an engineer, they will**: - Capture basic information about your integration and the issue. - Ensure an incident is raised internally and mobilise the appropriate teams. - Follow up with you to coordinate further steps over email. - We’ll also ask you to email [api@wise.com](mailto:api@wise.com) with more information (for example, trace ids) so we can work with you on resolving the issue. Note: The purpose of the phone number is to alert us to critical issues. We won’t keep you on the line while we troubleshoot (though will set up a Zoom call over email if needed). Please only use the phone number to report issues in the first instance. We’ll provide updates via email and via the Wise Public Status Page. The team is unable to provide updates over phone for ongoing incidents. ## Support for Open Banking APIs For support with our Open Banking APIs, see our [Open Banking Guide](/guides/developer/open-banking).