Support & escalation

How to get help with Valyd and what to include so it can be triaged fast. Two things are fixed here: security vulnerabilities route through the Security disclosure page, not normal support; and for an API or integration problem the details to send (and the things to never send) are the exact diagnostic contract from Errors & troubleshooting. For general help, contact support@valyd.id; support tiers, response-time targets, and a status page are available to enterprise customers — contact your Valyd account team.

Security issues go through disclosure

A suspected vulnerability, exposed secret, or any security-sensitive finding does not go to normal support — report it through Security disclosure, which is the home for the security contact and the responsible-disclosure policy. Do not include real end-user identity data, API keys, or tokens in a report.

Reporting an API or integration problem

For a failing call or an unexpected result, include the diagnostic details from Errors & troubleshooting:

• the X-Request-Id header value from the failing response,
• the session / event id if the problem involves a verification (session_id, or the event_id from a webhook),
• a timestamp (with time zone), and
• the endpoint you called and the environment it ran against (each environment has its own IdP host).

Never send API keys, tokens, or the person’s identity data — support will never ask for them. Before opening a ticket, read the status first: a 4xx is almost always an integration fix you can make yourself (see the error catalog), while a persistent 5xx or a degraded-dependency signal (engine_unreachable, face_match_unavailable) is Valyd-side — retry with backoff before escalating.

Channels & response targets

General support runs through support@valyd.id; response-time commitments are part of enterprise plans.

The committed availability and SLA figures, once confirmed, live on Operations & SLA — this page is only the how to reach us home.

See also

• Security disclosure — report a vulnerability
• Errors & troubleshooting — read the error, then what to send
• Operations & SLA — uptime, status, incident comms
• Audit logging — the ids you quote when you ask for help