Support at Flinks

Done with your integration but seeing unexpected results?

Flinks' Support team is here to help.

1. How can I get in touch with support?

Through the Customer Portal:
https://help.flinks.com

The Customer Portal's main 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 and access Knowledge Base Articles to get better acquainted with our products and their features.
  
  

2. When should I raise an issue?

If a configuration change on Flinks' end is required, or a connection returns an unexpected response based on the data scope specified by you in Flinks Connect or 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 later. Opening a ticket allows Flinks to assess and fix the root cause so the issue can be prevented in future connections.

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

All tickets undergo a prioritization process that considers:

• The nature of the incident
• Level of impact
• Recurrence
• Other relevant factors

One-off or minor issues with smaller financial institutions might not be prioritized and could take longer to process. In contrast, high-impact issues with major institutions that handle significant traffic are prioritized and addressed more quickly.

For specific cases such as long-tail connections and wealth-related inquiries, resolution times may be longer 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 helps our agents resolve your ticket faster. Please include:

• Connection information such as RequestIds and LoginIds
• A brief description of the incident

If you're reporting issues across multiple connections, it's helpful to group them by financial institution into separate tickets to ensure proper prioritization.