Request support
Requests for support should be raised as tickets with our Customer Services team via https://servicedesk.paxport.com.
The relevant ticket category is “PaxFaB”.
Standard support hours are 08:00-17:30 UK local time.
To request access to the service desk or to enquire about out of hours support please contact your Paxport Account Manager.
Raising a ticket
If you are raising a ticket in relation to a specific API response event, you must include the FAB Session ID.
This will allow our Customer Services team to investigate the event.
This ID is included in the FAB API response as attribute FABSessionId.
An example of the
FABSessionIdresponse attribute:
<SessionInfo FABSessionId="UXJVXwpw5LqxxxxraO9dMIjy" CreateNewSession="false"/>
Note
Integrators of the FAB API are advised to ensure that their operators can easily access the FAB Session ID.Please raise any issue as soon as possible after it occurs as audit logs are only stored for a limited time.
In the unlikely event that FAB failed to provide a FABSessionId, please provide as much supplementary information as possible. E.g timestamp, request message, response message.