> ## Documentation Index
> Fetch the complete documentation index at: https://docs.kemycard.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Contact us

> How to reach the KemyCard team: support ticket from your partner dashboard or email, and what to include so that we can answer quickly.

You can reach us in two ways.

<CardGroup cols={2}>
  <Card title="Support ticket" icon="ticket" href="https://kemycard.com/en/api/partner/login">
    From your partner dashboard, once signed in: open the **Support** section and click **Open a support ticket**. You follow our answers and reply in the same place.
  </Card>

  <Card title="hi@kemycard.com" icon="envelope" href="mailto:hi@kemycard.com">
    For any question about the API, your partner account, your customers and your cards, including before you have an account.
  </Card>
</CardGroup>

<AccordionGroup>
  <Accordion title="How do I open a support ticket?" defaultOpen>
    1. Sign in to your [partner dashboard](https://kemycard.com/en/api/partner/login) and open the **Support** section.
    2. Choose a **category** (API, KYC, proof of address, card, crypto wallet, virtual account, gift card or other) and a **priority**.
    3. Add the `customer_code` concerned if there is one, a subject and a description of your request.
    4. Attach up to **3 files** if needed: images or PDF, 5 MB each.

    Your tickets and our answers stay in the **Support** section: you can reply with a new attachment and close the ticket when your request is solved. The Support section remains available even if your account is restricted.
  </Accordion>

  <Accordion title="Ticket or email?">
    For a request about your account, your customers or your cards, the **ticket** is the priority channel: everything stays in one place, attached to your account. Use the email for questions before you have an account, or to follow up on a ticket with its number.
  </Accordion>

  <Accordion title="What should I include in my message?">
    * The **email of your partner account**.
    * Whether it concerns **test** or **live** mode.
    * The codes concerned: `customer_code`, `card_code`, `wallet_code` or your `external_reference`.
    * For an API error: the endpoint, the date and time, the HTTP status, the error `code` and the `request_id` returned in `meta`.
    * For a webhook: the event, the endpoint and the date of the delivery.
  </Accordion>

  <Accordion title="What should I never send?">
    Never send an API key, a webhook secret, a card number, an expiry date or a CVV, by email or in any other way. KemyCard will never ask you for them.
  </Accordion>

  <Accordion title="A proof of address was rejected although the document is genuine">
    Open a support ticket from the **Support** section of your partner dashboard, category proof of address, with the `customer_code`: it is the priority channel. To follow up, email [hi@kemycard.com](mailto:hi@kemycard.com) with your ticket number. See [Proof of address](/guides/poa-flow).
  </Accordion>

  <Accordion title="I want to become a partner">
    Apply at [kemycard.com/en/api](https://kemycard.com/en/api#enroll), then write to [hi@kemycard.com](mailto:hi@kemycard.com). See [Eligibility](/faq/eligibility).
  </Accordion>
</AccordionGroup>


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