Support at Flinks

Done with your integration but seeing unexpected results ? 

Flinks' Support team is here to help.

1.H

1. How can I get in touch with support ?

Email:

• help@flinks.com

Through the Customer Portal : 

• https://help.flinks.com/support/home 

The Customer Portal's mains benefits :

• When opening a ticket, fields will be displayed to assist with describing the issue. This way the incident can be better assessed and prioritized by our agents;
• It allows you to easily keep track of your tickets, as well as have access to Knowledge Based Articles that will help you get better acquainted to our products and its features.

2. When should I raise an issue ?

If a configuration change on Flinks' end is 

required, or a connection returns an unexpected 

response considering the data scope being 

specified by you in Flinks Connect or in your API 

requests, you should consider opening a ticket 

to give us visibility.

Disclaimer : 

• Once the connection is made, it is not possible for Flinks to retrieve the missed data at a later time. The upside of having a ticket opened is so Flinks can assess and fix what caused that issue so it's prevented on a future connection.

3. When should I expect to get a definite response from support ?

All tickets undergo a prioritization process that 

takes into account the nature of the incident, 

level of impact, recurrency, and other factors. In 

that sense, one-offs or minor issues with smaller 

financial institutions might not be prioritized 

and take longer to process. On the other hand, 

issues with high impact with financial institutions 

that represent a heavier weight of traffic shall be 

prioritized and tackled faster.

For specific cases such as long-tail connections 

and wealth-related inquiries, resolution times 

may extend beyond our standard response 

times due to their complexity and the need 

for specialized attention. We appreciate 

your understanding and assure you that our 

dedicated team is committed to delivering the 

best possible outcome.

4. How should I report incidents ?

Providing as much detail as possible will help 

our agents tackle the ticket faster. Therefore, 

connection information such as RequestIds and 

LoginIds and a quick description of the incident 

are greatly appreciated.

Reporting issues in multiple connections? If so, 

it is helpful to group them as per their financial 

institution in separate tickets for  

proper prioritization

ow can I get in touch with 
Support ?
Email : 
 
help-ca@flinks.com ( for Canada )  
or help-us@flinks.com ( for the US )
Through the Customer Portal : 
 
https://help.flinks.com/support/home 
The Customer Portal's mains benefits :
When opening a ticket, fields will be 
displayed to assist with describing the 
issue. This way the incident can be better 
assessed and prioritized by our agents;
It allows you to easily keep track of 
your tickets, as well as have access to 
Knowledge Based Articles that will help 
you get better acquainted to our products 
and its features.
2. When should I raise an issue ?
If a configuration change on Flinks' end is 
required, or a connection returns an unexpected 
response considering the data scope being 
specified by you in Flinks Connect or in your API 
requests, you should consider opening a ticket 
to give us visibility. 
3. When should I expect to get a 
definite response from Support ?
All tickets undergo a prioritization process that 
takes into account the nature of the incident, 
level of impact, recurrency, and other factors. In 
that sense, one-offs or minor issues with smaller 
financial institutions might not be prioritized 
and take longer to process. On the other hand, 
issues with high impact with financial institutions 
that represent a heavier weight of traffic shall be 
prioritized and tackled faster.
For specific cases such as long-tail connections 
and wealth-related inquiries, resolution times 
may extend beyond our standard response 
times due to their complexity and the need 
for specialized attention. We appreciate 
your understanding and assure you that our 
dedicated team is committed to delivering the 
best possible outcome.
4. How should I report incidents ?
Providing as much detail as possible will help 
our agents tackle the ticket faster. Therefore, 
connection information such as RequestIds and 
LoginIds and a quick description of the incident 
are greatly appreciated.
Reporting issues in multiple connections? If so, 
it is helpful to group them as per their financial 
institution in separate tickets for  
proper prioritization