Support & Resources API

Endpoints for managing support tickets, FAQs, contact forms, and other resources to assist users.

Contact Forms

Submit Contact Form

Send a general inquiry or feedback via the contact form

POST

Description

This endpoint allows visitors to submit inquiries, feedback, or partnership requests through a contact form. This is primarily intended for users who don't yet have an account or for specific types of inquiries that aren't handled through the support ticket system.

Submissions are categorized based on the subject field to help route them to the appropriate department. A unique reference ID (MKID) is provided in the response, which can be used for future reference if following up on the inquiry.

Device Information

This endpoint requires basic device information for tracking and analytics purposes. The device type and serial number fields are mandatory to help identify the source of the contact request and prevent abuse.

Authentication is not required for this endpoint. You can make requests without providing authentication headers.

Headers

Name	Value	Required	Description
Content-Type	application/json	Yes	Format of the request body

Body Parameters

Name	Type	Required	Description
flnm	string	Yes	Full name of the person submitting the form
emad	string	Yes	Email address for correspondence
sbjt	string	No	Subject of the inquiry (optional)
msge	string	Yes	Detailed message with the inquiry or feedback
dvnm	string	No	Device name (optional)
dvty	string	Yes	Device type information
dsnm	string	Yes	Device serial number or identifier

Request Example

POST /core_contact_create

Body:

{
  "flnm": "John Smith",
  "emad": "john.smith@example.com",
  "sbjt": "Business Partnership Inquiry",
  "msge": "Hello, I'm interested in discussing potential business partnership opportunities with Mopay. Our company specializes in financial services for small businesses and we believe there could be synergies worth exploring. Please contact me to arrange a call.",
  "dvnm": "iPhone 13",
  "dvty": "mobile",
  "dsnm": "A1B2C3D4E5F6"
}

Success Response

{
  "REQUEST": {
    "VERSION": "1.0",
    "ACTION": "core_contact_create",
    "STATUS": "OK"
  },
  "DATA": {
    "COMMENT": "Thanks for contacting us, We will be in touch with you shortly!",
    "MKID": "cf123456789abbcdef12"
  }
}

Possible Error Responses

{
  "REQUEST": {
    "VERSION": "1.0",
    "ACTION": "core_contact_create",
    "STATUS": "FAILED"
  },
  "ERRORS": {
    "ID": "flnm_required",
    "DETAILS": "User's fullname is required (MPS350620348189637)"
  }
}

{
  "REQUEST": {
    "VERSION": "1.0",
    "ACTION": "core_contact_create",
    "STATUS": "FAILED"
  },
  "ERRORS": {
    "ID": "emad_required",
    "DETAILS": "User's email address is required (MPS846511325788189)"
  }
}

{
  "REQUEST": {
    "VERSION": "1.0",
    "ACTION": "core_contact_create",
    "STATUS": "FAILED"
  },
  "ERRORS": {
    "ID": "msge_required",
    "DETAILS": "Contact message is required (MPS787605135782873)"
  }
}

{
  "REQUEST": {
    "VERSION": "1.0",
    "ACTION": "core_contact_create",
    "STATUS": "FAILED"
  },
  "ERRORS": {
    "ID": "dvty_required",
    "DETAILS": "User's Device Type is required (MPS233492624197051)"
  }
}

{
  "REQUEST": {
    "VERSION": "1.0",
    "ACTION": "core_contact_create",
    "STATUS": "FAILED"
  },
  "ERRORS": {
    "ID": "dsnm_required",
    "DETAILS": "User's Device Serial is required (MPS999791392744225)"
  }
}

Fetch Contact Forms

Retrieve contact form submissions

GET

Description

This endpoint allows retrieving contact form submissions. You can either fetch all contact forms (with pagination) or retrieve a specific contact form by its marker ID.

Contact forms contain information submitted by users through the public contact form, including their name, email, message, and device information.

Pagination

When fetching multiple records, results are paginated with 20 items per page. The response includes a pagination token that can be used to fetch the next set of results. When the pagination token is empty, there are no more results to fetch.

Authentication is not required for this endpoint. You can make requests without providing authentication headers.

Query Parameters

Name	Type	Required	Description
rqid	string	No	The marker ID of a specific contact form to retrieve
page	string	No	Page number for pagination (default: 123456789001)

Request Example

GET /core_contact_fetch?rqid=cf123456789abbcdef12

Responses

Fetching a single contact form you are required to specify a `rqid` parameter:

Success Response

{
  "REQUEST": {
    "VERSION": "1.0",
    "ACTION": "core_contact_fetch",
    "STATUS": "OK"
  },
  "DATA": {
    "marker": "cf123456789abcdef123456789abcdef12",
    "name": "john smith",
    "email": "john.smith@example.com",
    "subject": "Business Partnership Inquiry",
    "message": "Hello, I'm interested in discussing potential business partnership opportunities with Mopay.",
    "ipaddx": "192.168.1.1",
    "devname": "iPhone 13",
    "devType": "mobile",
    "devNumr": "A1B2C3D4E5F6",
    "status": "pending",
    "recorded": "1686924523471"
  }
}

Fetching multiple contact forms no `rqid` parameter is required:

Success Response

{
  "REQUEST": {
    "VERSION": "1.0",
    "ACTION": "core_contact_fetch",
    "STATUS": "OK"
  },
  "DATA": {
    "result": [
      {
        "marker": "cf123456789abcdef123456789abcdef12",
        "name": "john smith",
        "email": "john.smith@example.com",
        "subject": "Business Partnership Inquiry",
        "message": "Hello, I'm interested in discussing potential business partnership opportunities with Mopay.",
        "ipaddx": "192.168.1.1",
        "devname": "iPhone 13",
        "devType": "mobile",
        "devNumr": "A1B2C3D4E5F6",
        "status": "pending",
        "recorded": "1686924523471"
      },
      {
        "marker": "cf234567890abcdef234567890abcdef34",
        "name": "jane doe",
        "email": "jane.doe@example.com",
        "subject": "Technical Support Request",
        "message": "I'm having trouble setting up my wallet. The verification process seems to be stuck.",
        "ipaddx": "192.168.1.2",
        "devname": "Samsung Galaxy S21",
        "devType": "mobile",
        "devNumr": "G1H2I3J4K5L6",
        "status": "pending",
        "recorded": "1686883523471"
      }
    ],
    "pagination": "123456789001"
  }
}

Possible Error Responses

{
  "REQUEST": {
    "VERSION": "1.0",
    "ACTION": "core_contact_fetch",
    "STATUS": "FAILED"
  },
  "ERRORS": {
    "DETAILS": "We couldn't find any record matching your query (MPS124817568381273)"
  }
}

FAQ Management

Create Support FAQ

Add a new FAQ item to the knowledge base

POST

Description

This endpoint allows administrators to create new FAQ entries for the help center. FAQs are used to provide quick answers to common user questions without requiring users to contact support directly.

Each FAQ consists of a question and an answer. The system automatically checks for duplicate questions to prevent redundant entries. HTML entities in questions and answers are properly encoded for security and display purposes.

Admin Permissions Required

This endpoint requires staff credentials with helpControl.allowCreate permissions. Regular user accounts cannot access this endpoint.

Authentication is required for this endpoint with administrative privileges. You must include the required HMAC-based authentication headers.

Headers

Name	Value	Required	Description
MPY-SECUREKEY	{public_key}	Yes	Your public key obtained during login/registration
MPY-TIMESTAMP	{unix_timestamp}	Yes	Current unix timestamp in seconds
MPY-REQSIGNAL	{request_signature}	Yes	HMAC-SHA512 signature of the request
Content-Type	application/json	Yes	Format of the request body

Body Parameters

Name	Type	Required	Description
qstn	string	Yes	The frequently asked question
answ	string	Yes	The answer to the FAQ question

Request Example

POST /control_support_faq_create

Body:

{
  "qstn": "How do I reset my password?",
  "answ": "To reset your password, click on the 'Forgot Password' link on the login page. You will be prompted to enter your email address. Once submitted, you will receive an email with instructions to reset your password. Follow the link in the email to create a new password."
}

Success Response

{
  "REQUEST": {
    "VERSION": "1.0",
    "ACTION": "control_support_faq_create",
    "STATUS": "OK"
  },
  "DATA": {
    "COMMENT": "Operation successful!",
    "MKID": "faq123456789abbcdef12"
  }
}

Possible Error Responses

{
  "REQUEST": {
    "VERSION": "1.0",
    "ACTION": "control_support_faq_create",
    "STATUS": "FAILED"
  },
  "ERRORS": {
    "ID": "qstn_required",
    "DETAILS": "Question is required (MPS814957859798125)"
  }
}

{
  "REQUEST": {
    "VERSION": "1.0",
    "ACTION": "control_support_faq_create",
    "STATUS": "FAILED"
  },
  "ERRORS": {
    "ID": "answ_required",
    "DETAILS": "Answer is required (MPS236481193135856)"
  }
}

{
  "REQUEST": {
    "VERSION": "1.0",
    "ACTION": "control_support_faq_create",
    "STATUS": "FAILED"
  },
  "ERRORS": {
    "DETAILS": "Duplicate content detected (MPS115097293415799)"
  }
}

{
  "REQUEST": {
    "VERSION": "1.0",
    "ACTION": "control_support_faq_create",
    "STATUS": "FAILED"
  },
  "ERRORS": {
    "DETAILS": "Oops, you don't have the necessary permission for this request (MPS580519374254559)"
  }
}

Fetch Support FAQs

Retrieve frequently asked questions and answers

GET

Description

This endpoint retrieves FAQ entries from the knowledge base. You can either fetch all FAQs (with pagination) or retrieve a specific FAQ by its marker ID.

FAQs are pre-written questions and answers that address common user concerns. By default, this endpoint only returns active FAQs, filtering out any that have been removed.

Content Format

FAQ questions and answers are returned with HTML entities decoded, making them ready for display in your application. When fetching multiple FAQs, results are ordered by their creation date (newest first).

Authentication is not required for this endpoint. You can make requests without providing authentication headers.

Query Parameters

Name	Type	Required	Description
reqv	string	No	Marker ID of a specific FAQ to retrieve
page	string	No	Page number for pagination (default: 123456789001)

Request Example

GET /control_support_faq_fetch?reqv=faq123456789abcdef123456789abcdef12

Responses

Fetching a single FAQ you are required to specify a `reqv` parameter:

Success Response

{
  "REQUEST": {
    "VERSION": "1.0",
    "ACTION": "control_support_faq_fetch",
    "STATUS": "OK"
  },
  "DATA": {
    "marker": "faq123456789abcdef12",
    "question": "How do I reset my password?",
    "answer": "To reset your password, click on the 'Forgot Password' link on the login page. You will be prompted to enter your email address. Once submitted, you will receive an email with instructions to reset your password. Follow the link in the email to create a new password.",
    "status": "active",
    "recorded": "1686924523471"
  }
}

Fetching multiple FAQs, no `reqv` parameter is required:

Success Response

{
  "REQUEST": {
    "VERSION": "1.0",
    "ACTION": "control_support_faq_fetch",
    "STATUS": "OK"
  },
  "DATA": [
    {
      "marker": "faq123456789abcdef12",
      "question": "How do I reset my password?",
      "answer": "To reset your password, click on the 'Forgot Password' link on the login page. You will be prompted to enter your email address. Once submitted, you will receive an email with instructions to reset your password. Follow the link in the email to create a new password.",
      "status": "active",
      "recorded": "1686924523471"
    },
    {
      "marker": "faq234567890abcdef34",
      "question": "How do I update my profile information?",
      "answer": "To update your profile information, log in to your account and navigate to the 'Profile' section. Click on the 'Edit Profile' button, make your changes, and click 'Save Changes' to update your information.",
      "status": "active",
      "recorded": "1686883523471"
    }
  ]
}

Possible Error Responses

{
  "REQUEST": {
    "VERSION": "1.0",
    "ACTION": "control_support_faq_fetch",
    "STATUS": "FAILED"
  },
  "ERRORS": {
    "DETAILS": "We couldn't find any record matching your query (MPS751338698411948)"
  }
}

Remove Support FAQ

Remove an FAQ from the knowledge base

DELETE

Description

This endpoint allows administrators to remove an FAQ entry from the knowledge base. This is a soft delete operation that marks the FAQ as "removed" in the database rather than permanently deleting it.

Once removed, the FAQ will no longer appear in results from the FAQ fetch endpoint. This operation requires administrative permissions.

Admin Permissions Required

This endpoint requires staff credentials with helpControl.allowModify permissions. Regular user accounts cannot access this endpoint.

Authentication is required for this endpoint with administrative privileges. You must include the required HMAC-based authentication headers.

Headers

Name	Value	Required	Description
MPY-SECUREKEY	{public_key}	Yes	Your public key obtained during login/registration
MPY-TIMESTAMP	{unix_timestamp}	Yes	Current unix timestamp in seconds
MPY-REQSIGNAL	{request_signature}	Yes	HMAC-SHA512 signature of the request
Content-Type	application/json	Yes	Format of the request body

Query Parameters

Name	Type	Required	Description
reqv	string	Yes	Marker ID of the FAQ to remove

Request Example

DELETE /control_support_faq_remove?reqv=faq123456789abcdef123456789abcdef12

Body:

{}

Success Response

{
  "REQUEST": {
    "VERSION": "1.0",
    "ACTION": "control_support_faq_remove",
    "STATUS": "OK"
  },
  "DATA": {
    "COMMENT": "Operation successful!"
  }
}

Possible Error Responses

{
  "REQUEST": {
    "VERSION": "1.0",
    "ACTION": "control_support_faq_remove",
    "STATUS": "FAILED"
  },
  "ERRORS": {
    "ID": "reqv_required",
    "DETAILS": "FAQ's tracking id is required (MPS457412451741387)"
  }
}

{
  "REQUEST": {
    "VERSION": "1.0",
    "ACTION": "control_support_faq_remove",
    "STATUS": "FAILED"
  },
  "ERRORS": {
    "DETAILS": "Could not process your request (MPS477355558522372)"
  }
}

{
  "REQUEST": {
    "VERSION": "1.0",
    "ACTION": "control_support_faq_remove",
    "STATUS": "FAILED"
  },
  "ERRORS": {
    "DETAILS": "Oops, you don't have the necessary permission for this request (MPS222899785455346)"
  }
}

Update Support FAQ

Update an existing FAQ in the knowledge base

PATCH

Description

This endpoint allows administrators to update an existing FAQ entry in the knowledge base. You can update the question, answer, or both.

This is a partial update operation, so you only need to include the fields you want to change. HTML entities in questions and answers are properly encoded for security and display purposes.

Admin Permissions Required

This endpoint requires staff credentials with helpControl.allowModify permissions. Regular user accounts cannot access this endpoint.

Authentication is required for this endpoint with administrative privileges. You must include the required HMAC-based authentication headers.

Headers

Name	Value	Required	Description
MPY-SECUREKEY	{public_key}	Yes	Your public key obtained during login/registration
MPY-TIMESTAMP	{unix_timestamp}	Yes	Current unix timestamp in seconds
MPY-REQSIGNAL	{request_signature}	Yes	HMAC-SHA512 signature of the request
Content-Type	application/json	Yes	Format of the request body

Body Parameters

Name	Type	Required	Description
qxid	string	Yes	Marker ID of the FAQ to update
qstn	string	No	Updated question text
answ	string	No	Updated answer text

Request Example

PATCH /control_support_faq_update

Body:

{
  "qxid": "faq123456789abcdef123456789abcdef12",
  "qstn": "How can I reset my password?",
  "answ": "To reset your password, click on the 'Forgot Password' link on the login page. You will be prompted to enter your email address. Once submitted, you will receive an email with instructions to reset your password. The link in the email is valid for 24 hours."
}

Success Response

{
  "REQUEST": {
    "VERSION": "1.0",
    "ACTION": "control_support_faq_update",
    "STATUS": "OK"
  },
  "DATA": {
    "COMMENT": "Operation successful!"
  }
}

Possible Error Responses

{
  "REQUEST": {
    "VERSION": "1.0",
    "ACTION": "control_support_faq_update",
    "STATUS": "FAILED"
  },
  "ERRORS": {
    "ID": "qxid_required",
    "DETAILS": "FAQ's tracking id is required (MPS377467442458249)"
  }
}

{
  "REQUEST": {
    "VERSION": "1.0",
    "ACTION": "control_support_faq_update",
    "STATUS": "FAILED"
  },
  "ERRORS": {
    "DETAILS": "Could not process your request (MPS451615430738440)"
  }
}

{
  "REQUEST": {
    "VERSION": "1.0",
    "ACTION": "control_support_faq_update",
    "STATUS": "FAILED"
  },
  "ERRORS": {
    "DETAILS": "Oops, you don't have the necessary permission for this request (MPS663174287679306)"
  }
}

{
  "REQUEST": {
    "VERSION": "1.0",
    "ACTION": "control_support_faq_update",
    "STATUS": "FAILED"
  },
  "ERRORS": {
    "DETAILS": "No data to update (MPS289369744320602)"
  }
}

Toggle FAQ Helpful

Mark an FAQ as helpful or unhelpful

POST

Description

This endpoint allows users to provide feedback on FAQs by marking them as helpful or unhelpful. User feedback helps improve the quality of support resources and identifies which FAQs are most valuable to users.

Users can optionally provide additional feedback in text form to explain why they found the FAQ helpful or unhelpful. This feedback is reviewed by the support team to continually improve FAQ content.

Usage Note

Users can toggle their feedback (changing from helpful to unhelpful or vice versa) by making subsequent calls to this endpoint with the same FAQ ID but different helpful value.

Authentication is required for this endpoint. You must include the required HMAC-based authentication headers as described in the Authentication section.

Headers

Name	Value	Required	Description
MPY-SECUREKEY	{public_key}	Yes	Your public key obtained during login/registration
MPY-TIMESTAMP	{unix_timestamp}	Yes	Current unix timestamp in seconds
MPY-REQSIGNAL	{request_signature}	Yes	HMAC-SHA512 signature of the request
Content-Type	application/json	Yes	Format of the request body

Body Parameters

Name	Type	Required	Description
faq_id	string	Yes	Unique identifier of the FAQ to mark as helpful or unhelpful
helpful	boolean	Yes	Whether the FAQ was helpful (true) or unhelpful (false)
feedback	string	No	Optional feedback on why the FAQ was helpful or unhelpful

Request Example

POST /support_faq_toggle_helpful

Body:

{
  "faq_id": "faq_123456789",
  "helpful": true,
  "feedback": "The step-by-step instructions were very clear and solved my problem."
}

Success Response

{
  "REQUEST": {
    "VERSION": "1.0",
    "ACTION": "support_faq_toggle_helpful",
    "STATUS": "OK"
  },
  "DATA": {
    "success": true,
    "faq_id": "faq_123456789",
    "helpful": true,
    "helpful_count": 29,
    "message": "Thank you for your feedback!"
  }
}

Possible Error Responses

{
  "REQUEST": {
    "VERSION": "1.0",
    "ACTION": "support_faq_toggle_helpful",
    "STATUS": "FAILED"
  },
  "ERRORS": {
    "CODE": 401,
    "DETAILS": "Access Denied (MPS186244751624519)"
  }
}

{
  "REQUEST": {
    "VERSION": "1.0",
    "ACTION": "support_faq_toggle_helpful",
    "STATUS": "FAILED"
  },
  "ERRORS": {
    "CODE": 404,
    "DETAILS": "FAQ not found (MPS675239418596743)"
  }
}

{
  "REQUEST": {
    "VERSION": "1.0",
    "ACTION": "support_faq_toggle_helpful",
    "STATUS": "FAILED"
  },
  "ERRORS": {
    "CODE": 400,
    "DETAILS": "Missing required field: helpful (MPS572981346528970)"
  }
}

{
  "REQUEST": {
    "VERSION": "1.0",
    "ACTION": "support_faq_toggle_helpful",
    "STATUS": "FAILED"
  },
  "ERRORS": {
    "CODE": 429,
    "DETAILS": "Too many requests. Please try again later. (MPS795634218795412)"
  }
}

Get FAQ Categories

Retrieve a list of FAQ categories for organizing and filtering FAQs

GET

Description

This endpoint retrieves a list of all available FAQ categories. These categories are used to organize and filter FAQs by topic, making it easier for users to find relevant information.

Each category includes metadata such as a display name, description, icon identifier, and a count of how many FAQs are currently in that category. This information can be used to build a category navigation interface for users.

Usage Tips

Categories can be used as filters when calling the Get FAQs endpoint. Use the category ID from this response as the value for the "category" parameter to filter FAQs by a specific topic.

The "icon" field contains an identifier for displaying an appropriate icon for each category. These identifiers correspond to common icon sets like Font Awesome or Material Icons.

Authentication is required for this endpoint. You must include the required HMAC-based authentication headers as described in the Authentication section.

Headers

Name	Value	Required	Description
MPY-SECUREKEY	{public_key}	Yes	Your public key obtained during login/registration
MPY-TIMESTAMP	{unix_timestamp}	Yes	Current unix timestamp in seconds
MPY-REQSIGNAL	{request_signature}	Yes	HMAC-SHA512 signature of the request
Content-Type	application/json	Yes	Format of the request body

Request Example

GET /support_faq_categories

Success Response

{
  "REQUEST": {
    "VERSION": "1.0",
    "ACTION": "support_faq_categories",
    "STATUS": "OK"
  },
  "DATA": {
    "categories": [
      {
        "id": "cat_account",
        "name": "Account Management",
        "description": "Questions related to user accounts, profiles, and settings",
        "icon": "user-circle",
        "faq_count": 12
      },
      {
        "id": "cat_payments",
        "name": "Payments & Transactions",
        "description": "Questions about payments, transfers, and transaction histories",
        "icon": "credit-card",
        "faq_count": 18
      },
      {
        "id": "cat_security",
        "name": "Security & Privacy",
        "description": "Information about account security, privacy settings, and data protection",
        "icon": "shield-check",
        "faq_count": 9
      },
      {
        "id": "cat_services",
        "name": "Services & Features",
        "description": "Help with platform features and services",
        "icon": "cube",
        "faq_count": 15
      },
      {
        "id": "cat_technical",
        "name": "Technical Issues",
        "description": "Troubleshooting and technical support",
        "icon": "cog",
        "faq_count": 11
      }
    ]
  }
}

Possible Error Responses

{
  "REQUEST": {
    "VERSION": "1.0",
    "ACTION": "support_faq_categories",
    "STATUS": "FAILED"
  },
  "ERRORS": {
    "CODE": 401,
    "DETAILS": "Access Denied (MPS186244751624519)"
  }
}

Submit FAQ Rating

Rate whether an FAQ was helpful

POST

Description

This endpoint allows users to provide feedback on FAQs by rating whether they were helpful or not. User feedback helps improve the quality of support resources and prioritize updates to documentation.

Users can indicate whether an FAQ was helpful (thumbs up) or not helpful (thumbs down), and optionally provide additional feedback in text form. Each user can only rate a specific FAQ once, though they can update their rating if they change their mind.

Analytics Usage

Ratings and feedback collected through this endpoint are anonymized and analyzed to improve the knowledge base. Aggregate data on helpful ratings helps surface the most useful content to other users.

Authentication is required for this endpoint. You must include the required HMAC-based authentication headers as described in the Authentication section.

Headers

Name	Value	Required	Description
MPY-SECUREKEY	{public_key}	Yes	Your public key obtained during login/registration
MPY-TIMESTAMP	{unix_timestamp}	Yes	Current unix timestamp in seconds
MPY-REQSIGNAL	{request_signature}	Yes	HMAC-SHA512 signature of the request
Content-Type	application/json	Yes	Format of the request body

Body Parameters

Name	Type	Required	Description
faq_id	string	Yes	The ID of the FAQ being rated
helpful	boolean	Yes	Whether the user found the FAQ helpful (true) or not helpful (false)
feedback	string	No	Optional additional feedback from the user about the FAQ

Request Example

POST /support_faq_rating

Body:

{
  "faq_id": "faq_987654321",
  "helpful": true,
  "feedback": "This explanation was very clear and helped me resolve my issue quickly."
}

Success Response

{
  "REQUEST": {
    "VERSION": "1.0",
    "ACTION": "support_faq_rating",
    "STATUS": "OK"
  },
  "DATA": {
    "rating_id": "rate_123456789",
    "faq_id": "faq_987654321",
    "submitted_at": "2023-06-19T14:22:36Z",
    "current_helpful_count": 234,
    "thank_you_message": "Thank you for your feedback! We're glad this was helpful."
  }
}

Possible Error Responses

{
  "REQUEST": {
    "VERSION": "1.0",
    "ACTION": "support_faq_rating",
    "STATUS": "FAILED"
  },
  "ERRORS": {
    "CODE": 401,
    "DETAILS": "Access Denied (MPS186244751624519)"
  }
}

{
  "REQUEST": {
    "VERSION": "1.0",
    "ACTION": "support_faq_rating",
    "STATUS": "FAILED"
  },
  "ERRORS": {
    "CODE": 404,
    "DETAILS": "FAQ not found (MPS572981346528970)"
  }
}

{
  "REQUEST": {
    "VERSION": "1.0",
    "ACTION": "support_faq_rating",
    "STATUS": "FAILED"
  },
  "ERRORS": {
    "CODE": 400,
    "DETAILS": "Missing required parameter: helpful (MPS795634218795412)"
  }
}

{
  "REQUEST": {
    "VERSION": "1.0",
    "ACTION": "support_faq_rating",
    "STATUS": "FAILED"
  },
  "ERRORS": {
    "CODE": 429,
    "DETAILS": "You have already rated this FAQ (MPS135792468023456)"
  }
}

Support Tickets

Create Support Ticket

Submit a new support ticket to request assistance

POST

Description

This endpoint allows users to create new support tickets when they need assistance with their account, transactions, or other issues. Support tickets are the primary channel for direct communication with the support team.

Users can provide detailed information about their issue and attach relevant files such as screenshots to help the support team understand and resolve the problem more efficiently.

Best Practices

For faster resolution, be sure to include:

A clear, specific subject line
Detailed steps to reproduce the issue
Any error messages you encountered
Screenshots showing the problem
The correct category for your issue

Authentication is required for this endpoint. You must include the required HMAC-based authentication headers as described in the Authentication section.

Headers

Name	Value	Required	Description
MPY-SECUREKEY	{public_key}	Yes	Your public key obtained during login/registration
MPY-TIMESTAMP	{unix_timestamp}	Yes	Current unix timestamp in seconds
MPY-REQSIGNAL	{request_signature}	Yes	HMAC-SHA512 signature of the request
Content-Type	application/json	Yes	Format of the request body

Body Parameters

Name	Type	Required	Description
subject	string	Yes	Brief description of the issue or inquiry
message	string	Yes	Detailed description of the issue or inquiry (supports markdown formatting)
category	string	Yes	Category of the issue (account, payment, technical, other)
priority	string	No	Requested priority level (low, medium, high) - staff may adjust as needed
attachments	array of objects	No	Files to attach to the ticket (base64 encoded)

Request Example

POST /support_ticket_create

Body:

{
  "subject": "Cannot access my account after password reset",
  "message": "I recently reset my password after receiving a suspicious email, but now I'm unable to log in to my account. I've tried resetting my password again, but I'm not receiving the reset email. Please help me regain access to my account.",
  "category": "account",
  "priority": "high",
  "attachments": [
    {
      "filename": "error_screenshot.png",
      "content_type": "image/png",
      "data": "base64_encoded_data_here..."
    }
  ]
}

Success Response

{
  "REQUEST": {
    "VERSION": "1.0",
    "ACTION": "support_ticket_create",
    "STATUS": "OK"
  },
  "DATA": {
    "ticket_id": "ticket_987654321",
    "reference_number": "MP-2023-07-15-001234",
    "subject": "Cannot access my account after password reset",
    "category": "account",
    "status": "open",
    "priority": "high",
    "created_at": "2023-07-15T10:24:18Z",
    "message": "Thank you for contacting support. Your ticket has been created and a support representative will respond shortly."
  }
}

Possible Error Responses

{
  "REQUEST": {
    "VERSION": "1.0",
    "ACTION": "support_ticket_create",
    "STATUS": "FAILED"
  },
  "ERRORS": {
    "CODE": 401,
    "DETAILS": "Access Denied (MPS186244751624519)"
  }
}

{
  "REQUEST": {
    "VERSION": "1.0",
    "ACTION": "support_ticket_create",
    "STATUS": "FAILED"
  },
  "ERRORS": {
    "CODE": 400,
    "DETAILS": "Missing required field: subject (MPS475893156247896)"
  }
}

{
  "REQUEST": {
    "VERSION": "1.0",
    "ACTION": "support_ticket_create",
    "STATUS": "FAILED"
  },
  "ERRORS": {
    "CODE": 400,
    "DETAILS": "Invalid category value. Allowed values: account, payment, technical, other (MPS675239418596743)"
  }
}

{
  "REQUEST": {
    "VERSION": "1.0",
    "ACTION": "support_ticket_create",
    "STATUS": "FAILED"
  },
  "ERRORS": {
    "CODE": 413,
    "DETAILS": "Attachment exceeds maximum size limit of 10MB (MPS572981346528970)"
  }
}

{
  "REQUEST": {
    "VERSION": "1.0",
    "ACTION": "support_ticket_create",
    "STATUS": "FAILED"
  },
  "ERRORS": {
    "CODE": 429,
    "DETAILS": "Too many tickets created recently. Please wait before creating another ticket. (MPS795634218795412)"
  }
}

Get Support Tickets

Retrieve a list of user's support tickets

GET

Description

This endpoint retrieves a list of the user's support tickets. The results can be filtered by status, category, and date range, and are returned in a paginated format to allow for efficient navigation through large numbers of tickets.

The response includes basic details about each ticket, such as the subject, category, priority, status, and message. It also includes metadata like creation date, last update time, and the number of responses on the ticket.

Pagination

Results are paginated to improve performance and load times. Use the page and limit parameters to control which page of results to retrieve and how many records to include per page. The response includes pagination metadata to help navigate through the result set.

Authentication is required for this endpoint. You must include the required HMAC-based authentication headers as described in the Authentication section.

Headers

Name	Value	Required	Description
MPY-SECUREKEY	{public_key}	Yes	Your public key obtained during login/registration
MPY-TIMESTAMP	{unix_timestamp}	Yes	Current unix timestamp in seconds
MPY-REQSIGNAL	{request_signature}	Yes	HMAC-SHA512 signature of the request
Content-Type	application/json	Yes	Format of the request body

Query Parameters

Name	Type	Required	Description
page	integer	No	Page number for pagination (default: 123456789001)
limit	integer	No	Number of records per page (default: 20, max: 100)
status	string	No	Filter by status (open, pending, resolved, closed)
category	string	No	Filter by category (account, payment, service, technical, other)
start_date	string (ISO 8601)	No	Filter tickets created from this date
end_date	string (ISO 8601)	No	Filter tickets created until this date

Request Example

GET /support_get_tickets?status=open&limit=10&page=1

Success Response

{
  "REQUEST": {
    "VERSION": "1.0",
    "ACTION": "support_get_tickets",
    "STATUS": "OK"
  },
  "DATA": {
    "result": [
      {
        "ticket_id": "tkt_123456789",
        "subject": "Failed transaction not refunded",
        "category": "payment",
        "priority": "high",
        "status": "open",
        "message": "I made a payment for electricity but the transaction failed...",
        "transaction_id": "txn_987654321",
        "has_attachments": true,
        "created_at": "2023-06-15T18:30:22Z",
        "updated_at": "2023-06-15T18:30:22Z",
        "response_count": 0
      },
      {
        "ticket_id": "tkt_123456788",
        "subject": "Account verification issue",
        "category": "account",
        "priority": "medium",
        "status": "resolved",
        "message": "I've been trying to verify my account but...",
        "transaction_id": null,
        "has_attachments": false,
        "created_at": "2023-06-10T14:20:15Z",
        "updated_at": "2023-06-12T09:45:30Z",
        "response_count": 3
      }
    ],
    "pagination": "123456789001"
  }
}

Possible Error Responses

{
  "REQUEST": {
    "VERSION": "1.0",
    "ACTION": "support_get_tickets",
    "STATUS": "FAILED"
  },
  "ERRORS": {
    "CODE": 401,
    "DETAILS": "Access Denied (MPS186244751624519)"
  }
}

{
  "REQUEST": {
    "VERSION": "1.0",
    "ACTION": "support_get_tickets",
    "STATUS": "FAILED"
  },
  "ERRORS": {
    "CODE": 400,
    "DETAILS": "Invalid date format. Date should be in ISO 8601 format (MPS572981346528970)"
  }
}

{
  "REQUEST": {
    "VERSION": "1.0",
    "ACTION": "support_get_tickets",
    "STATUS": "FAILED"
  },
  "ERRORS": {
    "CODE": 400,
    "DETAILS": "Invalid status value. Allowed values: open, pending, resolved, closed (MPS795634218795412)"
  }
}

Get Ticket Details

Retrieve detailed information about a specific support ticket, including all messages and attachments

GET

Description

This endpoint retrieves detailed information about a specific support ticket, including all messages exchanged between the user and support staff, as well as any attachments.

The response includes both the ticket metadata (such as status, priority, and timestamps) and the complete conversation history. Messages are returned in chronological order (oldest first), making it easy to display the conversation thread.

Each message includes information about the sender (user or support staff), creation time, and any attached files. For support staff messages, the staff member's name is also included.

Attachment Access

Attachment URLs provided in the response are pre-signed and have a limited validity period (typically 24 hours). If you need to access an attachment after this period, you'll need to retrieve the ticket details again to get fresh URLs.

Authentication is required for this endpoint. You must include the required HMAC-based authentication headers as described in the Authentication section.

Headers

Name	Value	Required	Description
MPY-SECUREKEY	{public_key}	Yes	Your public key obtained during login/registration
MPY-TIMESTAMP	{unix_timestamp}	Yes	Current unix timestamp in seconds
MPY-REQSIGNAL	{request_signature}	Yes	HMAC-SHA512 signature of the request
Content-Type	application/json	Yes	Format of the request body

Query Parameters

Name	Type	Required	Description
ticket_id	string	Yes	The ID of the support ticket to retrieve

Request Example

GET /support_ticket_details?ticket_id=tkt_123456789

Body:

{}

Success Response

{
  "REQUEST": {
    "VERSION": "1.0",
    "ACTION": "support_ticket_details",
    "STATUS": "OK"
  },
  "DATA": {
    "ticket": {
      "ticket_id": "tkt_123456789",
      "subject": "Failed transaction not refunded",
      "category": "payment",
      "priority": "high",
      "status": "in_progress",
      "created_at": "2023-06-15T18:30:22Z",
      "updated_at": "2023-06-16T10:15:45Z",
      "transaction_id": "txn_987654321",
      "estimated_resolution_time": "24 hours"
    },
    "messages": [
      {
        "message_id": "msg_123456789",
        "ticket_id": "tkt_123456789",
        "type": "user",
        "content": "I made a payment for electricity but the transaction failed and I haven't received a refund yet. The transaction ID is txn_987654321.",
        "created_at": "2023-06-15T18:30:22Z",
        "attachments": [
          {
            "id": "att_123456789",
            "type": "image",
            "filename": "screenshot.jpg",
            "url": "https://mopay.example.com/files/screenshot.jpg",
            "content_type": "image/jpeg",
            "size": 153422
          }
        ]
      },
      {
        "message_id": "msg_234567890",
        "ticket_id": "tkt_123456789",
        "type": "support",
        "content": "Thank you for reporting this issue. I can see that the transaction failed due to a temporary system error. I've initiated a refund for you, which should reflect in your account within 24-48 hours. Please let me know if you don't receive it by then.",
        "created_at": "2023-06-16T10:15:45Z",
        "staff_name": "Sarah Johnson",
        "attachments": []
      }
    ]
  }
}

Possible Error Responses

{
  "REQUEST": {
    "VERSION": "1.0",
    "ACTION": "support_ticket_details",
    "STATUS": "FAILED"
  },
  "ERRORS": {
    "CODE": 401,
    "DETAILS": "Access Denied (MPS186244751624519)"
  }
}

{
  "REQUEST": {
    "VERSION": "1.0",
    "ACTION": "support_ticket_details",
    "STATUS": "FAILED"
  },
  "ERRORS": {
    "CODE": 404,
    "DETAILS": "Ticket not found (MPS572981346528970)"
  }
}

{
  "REQUEST": {
    "VERSION": "1.0",
    "ACTION": "support_ticket_details",
    "STATUS": "FAILED"
  },
  "ERRORS": {
    "CODE": 403,
    "DETAILS": "You do not have permission to access this ticket (MPS684521365987412)"
  }
}

Respond to Support Ticket

Add a response to an existing support ticket

POST

Description

This endpoint allows users and support staff to add responses to an existing support ticket. Users can provide additional information, ask follow-up questions, or confirm that their issue is resolved. Support staff can respond to user inquiries, update ticket status, and add internal notes.

Both users and staff can attach files to their responses, such as screenshots or documents, to help illustrate or resolve the issue. Attachments must be base64 encoded and included in the request body.

Staff Capabilities

Support staff have additional capabilities when responding to tickets, including:

Updating ticket status (open, in_progress, resolved, closed)
Adjusting ticket priority (low, medium, high, critical)
Adding internal notes visible only to other staff members

Authentication is required for this endpoint. You must include the required HMAC-based authentication headers as described in the Authentication section.

Headers

Name	Value	Required	Description
MPY-SECUREKEY	{public_key}	Yes	Your public key obtained during login/registration
MPY-TIMESTAMP	{unix_timestamp}	Yes	Current unix timestamp in seconds
MPY-REQSIGNAL	{request_signature}	Yes	HMAC-SHA512 signature of the request
Content-Type	application/json	Yes	Format of the request body

Body Parameters

Name	Type	Required	Description
ticket_id	string	Yes	Unique identifier of the support ticket
message	string	Yes	Response message content (supports markdown formatting)
attachments	array of objects	No	Files to attach to the response (base64 encoded)
update_status	string	No	Update ticket status (for staff only - open, in_progress, resolved, closed)
update_priority	string	No	Update ticket priority (for staff only - low, medium, high, critical)
internal_note	boolean	No	For staff only - whether this message should be visible only to other staff members

User Request Example

Request Example

POST /support_ticket_respond

Body:

{
  "ticket_id": "ticket_987654321",
  "message": "Thank you for your assistance! The solution you provided worked perfectly. I can now access my account without any issues.",
  "attachments": [
    {
      "filename": "screenshot_working.png",
      "content_type": "image/png",
      "data": "base64_encoded_data_here..."
    }
  ]
}

Staff Request Example

Request Example

POST /support_ticket_respond

Body:

{
  "ticket_id": "ticket_987654321",
  "message": "I'm glad to hear the solution worked for you! If you experience any further issues, please don't hesitate to reach out again.",
  "update_status": "resolved",
  "update_priority": "low",
  "internal_note": false
}

Success Response

{
  "REQUEST": {
    "VERSION": "1.0",
    "ACTION": "support_ticket_respond",
    "STATUS": "OK"
  },
  "DATA": {
    "success": true,
    "ticket_id": "ticket_987654321",
    "message_id": "msg_456789123",
    "created_at": "2023-07-21T14:35:29Z",
    "ticket_status": "resolved",
    "ticket_priority": "low"
  }
}

Possible Error Responses

{
  "REQUEST": {
    "VERSION": "1.0",
    "ACTION": "support_ticket_respond",
    "STATUS": "FAILED"
  },
  "ERRORS": {
    "CODE": 401,
    "DETAILS": "Access Denied (MPS186244751624519)"
  }
}

{
  "REQUEST": {
    "VERSION": "1.0",
    "ACTION": "support_ticket_respond",
    "STATUS": "FAILED"
  },
  "ERRORS": {
    "CODE": 403,
    "DETAILS": "You do not have permission to respond to this ticket (MPS475893156247896)"
  }
}

{
  "REQUEST": {
    "VERSION": "1.0",
    "ACTION": "support_ticket_respond",
    "STATUS": "FAILED"
  },
  "ERRORS": {
    "CODE": 404,
    "DETAILS": "Ticket not found (MPS675239418596743)"
  }
}

{
  "REQUEST": {
    "VERSION": "1.0",
    "ACTION": "support_ticket_respond",
    "STATUS": "FAILED"
  },
  "ERRORS": {
    "CODE": 400,
    "DETAILS": "Missing required field: message (MPS572981346528970)"
  }
}

{
  "REQUEST": {
    "VERSION": "1.0",
    "ACTION": "support_ticket_respond",
    "STATUS": "FAILED"
  },
  "ERRORS": {
    "CODE": 400,
    "DETAILS": "Invalid ticket status value (MPS795634218795412)"
  }
}

{
  "REQUEST": {
    "VERSION": "1.0",
    "ACTION": "support_ticket_respond",
    "STATUS": "FAILED"
  },
  "ERRORS": {
    "CODE": 413,
    "DETAILS": "Attachment exceeds maximum size limit of 10MB (MPS428965713542896)"
  }
}

Delete Support Ticket

Delete an existing support ticket

DELETE

Description

This endpoint allows users to delete a support ticket that they have created. This might be useful if the issue was resolved through other means or if the ticket was created by mistake.

When a ticket is deleted, all associated messages and attachments are also removed. This action cannot be undone, so users should be careful when deleting tickets.

Deletion Restrictions

Tickets that are currently being processed by support staff cannot be deleted. In such cases, users should contact support directly or request that the ticket be closed instead.

For audit and compliance purposes, some ticket metadata may be retained in the system logs even after deletion, but all personal information and message content will be permanently removed.

Authentication is required for this endpoint. You must include the required HMAC-based authentication headers as described in the Authentication section.

Headers

Name	Value	Required	Description
MPY-SECUREKEY	{public_key}	Yes	Your public key obtained during login/registration
MPY-TIMESTAMP	{unix_timestamp}	Yes	Current unix timestamp in seconds
MPY-REQSIGNAL	{request_signature}	Yes	HMAC-SHA512 signature of the request
Content-Type	application/json	Yes	Format of the request body

Body Parameters

Name	Type	Required	Description
ticket_id	string	Yes	The ID of the support ticket to delete
reason	string	No	Optional explanation for why the ticket is being deleted

Request Example

DELETE /support_delete_ticket

Body:

{
  "ticket_id": "tkt_123456789",
  "reason": "Issue resolved through other means"
}

Success Response

{
  "REQUEST": {
    "VERSION": "1.0",
    "ACTION": "support_delete_ticket",
    "STATUS": "OK"
  },
  "DATA": {
    "ticket_id": "tkt_123456789",
    "deleted_at": "2023-06-20T15:48:30Z",
    "success": true,
    "message": "Support ticket successfully deleted"
  }
}

Possible Error Responses

{
  "REQUEST": {
    "VERSION": "1.0",
    "ACTION": "support_delete_ticket",
    "STATUS": "FAILED"
  },
  "ERRORS": {
    "CODE": 401,
    "DETAILS": "Access Denied (MPS186244751624519)"
  }
}

{
  "REQUEST": {
    "VERSION": "1.0",
    "ACTION": "support_delete_ticket",
    "STATUS": "FAILED"
  },
  "ERRORS": {
    "CODE": 404,
    "DETAILS": "Ticket not found (MPS572981346528970)"
  }
}

{
  "REQUEST": {
    "VERSION": "1.0",
    "ACTION": "support_delete_ticket",
    "STATUS": "FAILED"
  },
  "ERRORS": {
    "CODE": 403,
    "DETAILS": "You do not have permission to delete this ticket (MPS684521365987412)"
  }
}

{
  "REQUEST": {
    "VERSION": "1.0",
    "ACTION": "support_delete_ticket",
    "STATUS": "FAILED"
  },
  "ERRORS": {
    "CODE": 400,
    "DETAILS": "Cannot delete a ticket that is currently being processed (MPS795634218795412)"
  }
}

Reply to Ticket

Add a reply to an existing support ticket

POST

Description

This endpoint allows users to add a reply to an existing support ticket. Users can include additional information, ask follow-up questions, or respond to support staff inquiries.

Replies can include attachments, such as screenshots or documents, to provide additional context or evidence related to the issue. When a user adds a reply, the support team is automatically notified.

If a ticket has been closed, users cannot add new replies to it. In such cases, they should create a new ticket if they have additional issues or follow-up questions.

Attachment Guidelines

Attachments must be less than 10MB in size. Supported file types include images (jpg, png, gif), documents (pdf, doc, docx), and text files (txt, csv). For security reasons, executable files and certain other file types are not permitted.

Authentication is required for this endpoint. You must include the required HMAC-based authentication headers as described in the Authentication section.

Headers

Name	Value	Required	Description
MPY-SECUREKEY	{public_key}	Yes	Your public key obtained during login/registration
MPY-TIMESTAMP	{unix_timestamp}	Yes	Current unix timestamp in seconds
MPY-REQSIGNAL	{request_signature}	Yes	HMAC-SHA512 signature of the request
Content-Type	application/json	Yes	Format of the request body

Body Parameters

Name	Type	Required	Description
ticket_id	string	Yes	The ID of the support ticket to reply to
message	string	Yes	The content of the reply message
attachments	array of objects	No	Attachments to include with the reply (image URLs, documents, etc.)

Request Example

POST /support_ticket_reply

Body:

{
  "ticket_id": "tkt_123456789",
  "message": "I still haven't received my refund. It's been 48 hours now. Could you please check the status?",
  "attachments": [
    {
      "type": "image",
      "url": "https://mopay.example.com/files/bank_statement.jpg"
    }
  ]
}

Success Response

{
  "REQUEST": {
    "VERSION": "1.0",
    "ACTION": "support_ticket_reply",
    "STATUS": "OK"
  },
  "DATA": {
    "message_id": "msg_345678901",
    "ticket_id": "tkt_123456789",
    "created_at": "2023-06-18T09:25:12Z",
    "ticket_status": "in_progress",
    "notification_sent": true
  }
}

Possible Error Responses

{
  "REQUEST": {
    "VERSION": "1.0",
    "ACTION": "support_ticket_reply",
    "STATUS": "FAILED"
  },
  "ERRORS": {
    "CODE": 401,
    "DETAILS": "Access Denied (MPS186244751624519)"
  }
}

{
  "REQUEST": {
    "VERSION": "1.0",
    "ACTION": "support_ticket_reply",
    "STATUS": "FAILED"
  },
  "ERRORS": {
    "CODE": 404,
    "DETAILS": "Ticket not found (MPS572981346528970)"
  }
}

{
  "REQUEST": {
    "VERSION": "1.0",
    "ACTION": "support_ticket_reply",
    "STATUS": "FAILED"
  },
  "ERRORS": {
    "CODE": 403,
    "DETAILS": "You do not have permission to reply to this ticket (MPS684521365987412)"
  }
}

{
  "REQUEST": {
    "VERSION": "1.0",
    "ACTION": "support_ticket_reply",
    "STATUS": "FAILED"
  },
  "ERRORS": {
    "CODE": 400,
    "DETAILS": "Message content is required (MPS795634218795412)"
  }
}

{
  "REQUEST": {
    "VERSION": "1.0",
    "ACTION": "support_ticket_reply",
    "STATUS": "FAILED"
  },
  "ERRORS": {
    "CODE": 400,
    "DETAILS": "Cannot reply to a closed ticket (MPS135792468023456)"
  }
}

Update Ticket Status

Change the status of a support ticket

PUT

Description

This endpoint allows support staff and administrators to update the status of a support ticket. Changing the status helps track the progress of issue resolution and keeps users informed about their support requests.

When a ticket status is updated, the user who created the ticket can be automatically notified of the change. Support staff can also add internal notes that are only visible to other staff members.

Available Status Values

open: Ticket has been created but not yet assigned or in process
in_progress: Ticket is being actively worked on by support staff
resolved: Issue has been resolved but ticket remains open for feedback
closed: Ticket has been permanently closed and cannot receive new replies

Authentication is required for this endpoint with administrative privileges. You must include the required HMAC-based authentication headers.

Headers

Name	Value	Required	Description
MPY-SECUREKEY	{public_key}	Yes	Your public key obtained during login/registration
MPY-TIMESTAMP	{unix_timestamp}	Yes	Current unix timestamp in seconds
MPY-REQSIGNAL	{request_signature}	Yes	HMAC-SHA512 signature of the request
Content-Type	application/json	Yes	Format of the request body

Body Parameters

Name	Type	Required	Description
ticket_id	string	Yes	The ID of the support ticket to update
status	string	Yes	The new status for the ticket (open, in_progress, resolved, closed)
internal_note	string	No	Optional internal note visible only to support staff about this status change
notify_user	boolean	No	Whether to send a notification to the user about the status change (default: true)

Request Example

PUT /support_update_ticket_status

Body:

{
  "ticket_id": "tkt_123456789",
  "status": "resolved",
  "internal_note": "User's issue resolved after confirming the refund was processed on our end.",
  "notify_user": true
}

Success Response

{
  "REQUEST": {
    "VERSION": "1.0",
    "ACTION": "support_update_ticket_status",
    "STATUS": "OK"
  },
  "DATA": {
    "ticket_id": "tkt_123456789",
    "previous_status": "in_progress",
    "current_status": "resolved",
    "updated_at": "2023-06-18T12:35:45Z",
    "updated_by": "staff_8675309",
    "notification_sent": true
  }
}

Possible Error Responses

{
  "REQUEST": {
    "VERSION": "1.0",
    "ACTION": "support_update_ticket_status",
    "STATUS": "FAILED"
  },
  "ERRORS": {
    "CODE": 401,
    "DETAILS": "Access Denied (MPS186244751624519)"
  }
}

{
  "REQUEST": {
    "VERSION": "1.0",
    "ACTION": "support_update_ticket_status",
    "STATUS": "FAILED"
  },
  "ERRORS": {
    "CODE": 403,
    "DETAILS": "Insufficient permissions to update ticket status (MPS475893156247896)"
  }
}

{
  "REQUEST": {
    "VERSION": "1.0",
    "ACTION": "support_update_ticket_status",
    "STATUS": "FAILED"
  },
  "ERRORS": {
    "CODE": 404,
    "DETAILS": "Ticket not found (MPS572981346528970)"
  }
}

{
  "REQUEST": {
    "VERSION": "1.0",
    "ACTION": "support_update_ticket_status",
    "STATUS": "FAILED"
  },
  "ERRORS": {
    "CODE": 400,
    "DETAILS": "Invalid status value. Allowed values: open, in_progress, resolved, closed (MPS795634218795412)"
  }
}

Submit Support Feedback

Provide feedback on a support interaction after ticket resolution

POST

Description

This endpoint allows users to provide feedback on their support experience after a ticket has been resolved or closed. This feedback helps improve the quality of customer support and identify areas for improvement.

Users can rate their satisfaction with the support experience on a scale from 1 to 5, provide detailed comments, and highlight specific areas that could be improved. This feedback is valuable for training support staff and enhancing the support process.

Feedback Privacy

Support feedback is anonymous to the specific support agent who handled the ticket, though it is associated with the ticket for internal quality assurance purposes. This encourages honest feedback without creating interpersonal concerns.

Authentication is required for this endpoint. You must include the required HMAC-based authentication headers as described in the Authentication section.

Headers

Name	Value	Required	Description
MPY-SECUREKEY	{public_key}	Yes	Your public key obtained during login/registration
MPY-TIMESTAMP	{unix_timestamp}	Yes	Current unix timestamp in seconds
MPY-REQSIGNAL	{request_signature}	Yes	HMAC-SHA512 signature of the request
Content-Type	application/json	Yes	Format of the request body

Body Parameters

Name	Type	Required	Description
ticket_id	string	Yes	The ID of the support ticket being rated
rating	integer	Yes	Satisfaction rating from 1 (very dissatisfied) to 5 (very satisfied)
comments	string	No	Detailed feedback about the support experience
areas_for_improvement	array of strings	No	Specific areas that could be improved (e.g., "response_time", "solution_quality", "communication", "follow_up")

Request Example

POST /support_submit_feedback

Body:

{
  "ticket_id": "tkt_123456789",
  "rating": 4,
  "comments": "The support agent was very helpful and resolved my issue quickly. However, the initial response time was a bit slow.",
  "areas_for_improvement": [
    "response_time"
  ]
}

Success Response

{
  "REQUEST": {
    "VERSION": "1.0",
    "ACTION": "support_submit_feedback",
    "STATUS": "OK"
  },
  "DATA": {
    "feedback_id": "fb_123456789",
    "ticket_id": "tkt_123456789",
    "submitted_at": "2023-06-21T14:38:22Z",
    "success": true,
    "thank_you_message": "Thank you for your feedback! We're always working to improve our support services."
  }
}

Possible Error Responses

{
  "REQUEST": {
    "VERSION": "1.0",
    "ACTION": "support_submit_feedback",
    "STATUS": "FAILED"
  },
  "ERRORS": {
    "CODE": 401,
    "DETAILS": "Access Denied (MPS186244751624519)"
  }
}

{
  "REQUEST": {
    "VERSION": "1.0",
    "ACTION": "support_submit_feedback",
    "STATUS": "FAILED"
  },
  "ERRORS": {
    "CODE": 404,
    "DETAILS": "Ticket not found (MPS572981346528970)"
  }
}

{
  "REQUEST": {
    "VERSION": "1.0",
    "ACTION": "support_submit_feedback",
    "STATUS": "FAILED"
  },
  "ERRORS": {
    "CODE": 400,
    "DETAILS": "Rating must be between 1 and 5 (MPS795634218795412)"
  }
}

{
  "REQUEST": {
    "VERSION": "1.0",
    "ACTION": "support_submit_feedback",
    "STATUS": "FAILED"
  },
  "ERRORS": {
    "CODE": 400,
    "DETAILS": "Feedback can only be submitted for resolved or closed tickets (MPS135792468023456)"
  }
}

{
  "REQUEST": {
    "VERSION": "1.0",
    "ACTION": "support_submit_feedback",
    "STATUS": "FAILED"
  },
  "ERRORS": {
    "CODE": 429,
    "DETAILS": "You have already submitted feedback for this ticket (MPS246813579086421)"
  }
}

Learning Resources

Get Tutorial Videos

Retrieve instructional videos explaining how to use the platform

GET

Description

This endpoint retrieves instructional video tutorials that demonstrate various features and processes of the Mopay platform. These tutorials help users learn how to use the platform effectively.

Tutorials are categorized by topic and can be filtered to help users find specific content. The response includes video URLs, thumbnails, duration, and other metadata to help users decide which tutorials are most relevant to their needs.

Video Format Support

Videos are provided in MP4 format with H.264 encoding for maximum compatibility across devices. Tutorials are available in various resolutions, with the server automatically selecting the appropriate version based on the user's device and connection speed.

Authentication is required for this endpoint. You must include the required HMAC-based authentication headers as described in the Authentication section.

Headers

Name	Value	Required	Description
MPY-SECUREKEY	{public_key}	Yes	Your public key obtained during login/registration
MPY-TIMESTAMP	{unix_timestamp}	Yes	Current unix timestamp in seconds
MPY-REQSIGNAL	{request_signature}	Yes	HMAC-SHA512 signature of the request
Content-Type	application/json	Yes	Format of the request body

Query Parameters

Name	Type	Required	Description
rqtp	string	Yes	The type of tutorial to fetch (base, mk, all)
rqvl	string	No	The marker ID of a specific tutorial to retrieve
page	integer	No	Page number for pagination (default: 123456789001)

Request Example

GET /support_tutoral_fetch?category=payments&limit=3

Body:

{}

Success Response

{
  "REQUEST": {
    "VERSION": "1.0",
    "ACTION": "support_tutoral_fetch",
    "STATUS": "OK"
  },
  "DATA": {
    "result": [
      {
        "marker": "tut_123456789",
        "title": "Getting Started with Mopay",
        "contents": "Learn how to set up your account, connect payment methods, and make your first transaction.",
        "videourl": "https://mopay.example.com/tutorials/videos/getting-started.mp4",
        "coverpix": "https://mopay.example.com/tutorials/thumbnails/getting-started.jpg",
        "status": "active",
        "recorded": "123456789000"
      },
      {
        "marker": "tut_987654321",
        "title": "Using the Mobile App",
        "contents": "A walkthrough of the Mopay mobile app features and how to use them efficiently.",
        "videourl": "https://mopay.example.com/tutorials/videos/mobile-app.mp4",
        "coverpix": "https://mopay.example.com/tutorials/thumbnails/mobile-app.jpg",
        "status": "active",
        "recorded": "123456789000"
      },
      {
        "marker": "tut_567891234",
        "title": "International Transfers Guide",
        "contents": "How to send money internationally with Mopay, including fees, exchange rates, and delivery times.",
        "videourl": "https://mopay.example.com/tutorials/videos/international-transfers.mp4",
        "coverpix": "https://mopay.example.com/tutorials/thumbnails/international-transfers.jpg",
        "status": "active",
        "recorded": "123456789000"
      }
    ],
    "pagination": "123456789001"
  }
}

Possible Error Responses

{
  "REQUEST": {
    "VERSION": "1.0",
    "ACTION": "support_tutoral_fetch",
    "STATUS": "FAILED"
  },
  "ERRORS": {
    "CODE": 401,
    "DETAILS": "Access Denied (MPS186244751624519)"
  }
}

{
  "REQUEST": {
    "VERSION": "1.0",
    "ACTION": "support_tutoral_fetch",
    "STATUS": "FAILED"
  },
  "ERRORS": {
    "CODE": 400,
    "DETAILS": "Invalid category value (MPS572981346528970)"
  }
}

{
  "REQUEST": {
    "VERSION": "1.0",
    "ACTION": "support_tutoral_fetch",
    "STATUS": "FAILED"
  },
  "ERRORS": {
    "CODE": 400,
    "DETAILS": "Invalid pagination parameters (MPS684521365987412)"
  }
}

Create Support Tutorial

Add a new tutorial to the knowledge base

POST

Description

This endpoint allows administrators to create new support tutorials and learning resources to help users understand how to use the platform. Tutorials include a title, content description, video URL, and a cover image URL.

Tutorials are an effective way to provide visual guidance to users on complex features or processes within the application. Each tutorial consists of informative content and an associated video.

Admin Permissions Required

This endpoint requires staff credentials with helpControl.allowCreate permissions. Regular user accounts cannot access this endpoint.

Authentication is required for this endpoint with administrative privileges. You must include the required HMAC-based authentication headers.

Headers

Name	Value	Required	Description
MPY-SECUREKEY	{public_key}	Yes	Your public key obtained during login/registration
MPY-TIMESTAMP	{unix_timestamp}	Yes	Current unix timestamp in seconds
MPY-REQSIGNAL	{request_signature}	Yes	HMAC-SHA512 signature of the request
Content-Type	application/json	Yes	Format of the request body

Body Parameters

Name	Type	Required	Description
ttle	string	Yes	Title of the tutorial
cntx	string	Yes	Content/description of the tutorial
vurl	string	Yes	URL to the tutorial video
purl	string	Yes	URL to the tutorial cover image

Request Example

POST /control_support_tutorial_create

Body:

{
  "ttle": "How to Create Your First Virtual Card",
  "cntx": "This tutorial guides you through the process of creating your first virtual card for online payments. Learn how to set limits, manage security features, and use your card for secure transactions.",
  "vurl": "https://assets.mopay-ng.com/tutorials/virtual-card-creation.mp4",
  "purl": "https://assets.mopay-ng.com/tutorials/covers/virtual-card-creation.jpg"
}

Success Response

{
  "REQUEST": {
    "VERSION": "1.0",
    "ACTION": "control_support_tutorial_create",
    "STATUS": "OK"
  },
  "DATA": {
    "COMMENT": "Operation successful!",
    "MKID": "tut123456789abcdef123456789abcdef12"
  }
}

Possible Error Responses

{
  "REQUEST": {
    "VERSION": "1.0",
    "ACTION": "control_support_tutorial_create",
    "STATUS": "FAILED"
  },
  "ERRORS": {
    "ID": "ttle_required",
    "DETAILS": "Tutorial title is required (MPS871682426574723)"
  }
}

{
  "REQUEST": {
    "VERSION": "1.0",
    "ACTION": "control_support_tutorial_create",
    "STATUS": "FAILED"
  },
  "ERRORS": {
    "ID": "cntx_required",
    "DETAILS": "Tutorial content description is required (MPS256687877906574)"
  }
}

{
  "REQUEST": {
    "VERSION": "1.0",
    "ACTION": "control_support_tutorial_create",
    "STATUS": "FAILED"
  },
  "ERRORS": {
    "ID": "vurl_required",
    "DETAILS": "Tutorial video url is required (MPS611147738859379)"
  }
}

{
  "REQUEST": {
    "VERSION": "1.0",
    "ACTION": "control_support_tutorial_create",
    "STATUS": "FAILED"
  },
  "ERRORS": {
    "ID": "purl_required",
    "DETAILS": "Tutorial cover picture url is required (MPS989815074777647)"
  }
}

{
  "REQUEST": {
    "VERSION": "1.0",
    "ACTION": "control_support_tutorial_create",
    "STATUS": "FAILED"
  },
  "ERRORS": {
    "DETAILS": "Oops, you don't have the necessary permission for this request (MPS849655926640826)"
  }
}

Remove Support Tutorial

Delete a tutorial from the knowledge base

GET

Description

This endpoint allows administrators to remove outdated or unnecessary tutorials from the knowledge base. By default, tutorials are soft-deleted (hidden from users but still present in the database), but they can also be permanently deleted if needed.

Before removing a tutorial, consider whether it might be better to update it instead. If a tutorial contains valuable information that is just slightly outdated, updating it may be preferable to removal.

Soft Delete vs. Permanent Delete

By default, tutorials are soft-deleted, which means they are hidden from users but remain in the database and can be restored if needed. Setting the permanent parameter to true will completely remove the tutorial and all associated data, which cannot be undone.

Authentication is required for this endpoint with administrative privileges. You must include the required HMAC-based authentication headers.

Headers

Name	Value	Required	Description
MPY-SECUREKEY	{public_key}	Yes	Your public key obtained during login/registration
MPY-TIMESTAMP	{unix_timestamp}	Yes	Current unix timestamp in seconds
MPY-REQSIGNAL	{request_signature}	Yes	HMAC-SHA512 signature of the request
Content-Type	application/json	Yes	Format of the request body

Query Parameters

Name	Type	Required	Description
reqv	string	No	The request value, usually the marker id of the tutorial to remove

Request Example

GET /support_tutorial_remove?reqv=tut_123456789

Body:

{}

Success Response

{
  "REQUEST": {
    "VERSION": "1.0",
    "ACTION": "support_tutorial_remove",
    "STATUS": "OK"
  },
  "DATA": {
    "COMMENT": "Operation successful!"
  }
}

Possible Error Responses

{
  "REQUEST": {
    "VERSION": "1.0",
    "ACTION": "support_tutorial_remove",
    "STATUS": "FAILED"
  },
  "ERRORS": {
    "CODE": 401,
    "DETAILS": "Access Denied (MPS186244751624519)"
  }
}

{
  "REQUEST": {
    "VERSION": "1.0",
    "ACTION": "support_tutorial_remove",
    "STATUS": "FAILED"
  },
  "ERRORS": {
    "CODE": 403,
    "DETAILS": "Insufficient permissions. Only administrators can remove tutorials. (MPS475893156247896)"
  }
}

{
  "REQUEST": {
    "VERSION": "1.0",
    "ACTION": "support_tutorial_remove",
    "STATUS": "FAILED"
  },
  "ERRORS": {
    "CODE": 404,
    "DETAILS": "Tutorial not found (MPS675239418596743)"
  }
}

{
  "REQUEST": {
    "VERSION": "1.0",
    "ACTION": "support_tutorial_remove",
    "STATUS": "FAILED"
  },
  "ERRORS": {
    "CODE": 400,
    "DETAILS": "Missing required field: tutorial_id (MPS572981346528970)"
  }
}

Update Support Tutorial

Modify an existing tutorial in the knowledge base

PATCH

Description

This endpoint allows administrators to modify existing tutorials, updating content, media, or metadata. Use this endpoint to keep tutorials current with platform changes, fix errors, or improve the content.

Only the fields that need to be changed should be included in the request. Any fields not specified will retain their current values. At minimum, the tutorial_id must be provided to identify which tutorial to update.

Tutorial Status

Tutorials can have one of the following statuses:

draft - Visible only to administrators, for tutorials still being developed
published - Visible to all users, the default state for completed tutorials
archived - Hidden from regular browsing but still accessible via direct link or search

Authentication is required for this endpoint with administrative privileges. You must include the required HMAC-based authentication headers.

Headers

Name	Value	Required	Description
MPY-SECUREKEY	{public_key}	Yes	Your public key obtained during login/registration
MPY-TIMESTAMP	{unix_timestamp}	Yes	Current unix timestamp in seconds
MPY-REQSIGNAL	{request_signature}	Yes	HMAC-SHA512 signature of the request
Content-Type	application/json	Yes	Format of the request body

Body Parameters

Name	Type	Required	Description
qxid	string	Yes	Unique identifier of the tutorial to update
ttle	string	No	New title for the tutorial
cntx	string	No	Updated content/description of the tutorial
vurl	string	No	New video URL for the tutorial
purl	string	No	New cover image URL for the tutorial

Request Example

PATCH /support_tutorial_update

Body:

{
  "qxid": "tut_123456789",
  "ttle": "Updated: How to Make Your First Mobile Payment",
  "cntx": "This revised tutorial guides new users through the process of making their first mobile payment using the Mopay platform, with updated screenshots for our new interface.",
  "vurl": "https://mopay.example.com/tutorials/videos/international-transfers.mp4",
  "purl": "https://mopay.example.com/tutorials/thumbnails/international-transfers.jpg"
}

Success Response

{
  "REQUEST": {
    "VERSION": "1.0",
    "ACTION": "support_tutorial_update",
    "STATUS": "OK"
  },
  "DATA": {
    "COMMENT": "Operation successful!"
  }
}

Possible Error Responses

{
  "REQUEST": {
    "VERSION": "1.0",
    "ACTION": "support_tutorial_update",
    "STATUS": "FAILED"
  },
  "ERRORS": {
    "CODE": 401,
    "DETAILS": "Access Denied (MPS186244751624519)"
  }
}

{
  "REQUEST": {
    "VERSION": "1.0",
    "ACTION": "support_tutorial_update",
    "STATUS": "FAILED"
  },
  "ERRORS": {
    "CODE": 403,
    "DETAILS": "Insufficient permissions. Only administrators can update tutorials. (MPS475893156247896)"
  }
}

{
  "REQUEST": {
    "VERSION": "1.0",
    "ACTION": "support_tutorial_update",
    "STATUS": "FAILED"
  },
  "ERRORS": {
    "CODE": 404,
    "DETAILS": "Tutorial tracking id is required (MPS322358444157223)"
  }
}

{
  "REQUEST": {
    "VERSION": "1.0",
    "ACTION": "support_tutorial_update",
    "STATUS": "FAILED"
  },
  "ERRORS": {
    "CODE": 400,
    "DETAILS": "Could not process your request (MPS741567249643209)"
  }
}

{
  "REQUEST": {
    "VERSION": "1.0",
    "ACTION": "support_tutorial_update",
    "STATUS": "FAILED"
  },
  "ERRORS": {
    "CODE": 400,
    "DETAILS": "No data to update (MPS805606527398304)"
  }
}

Support & Resources API

Contact Forms

Submit Contact Form

Description

Device Information

Headers

Body Parameters

Request Example

Success Response

Possible Error Responses

Fetch Contact Forms

Description

Pagination

Query Parameters

Request Example

Responses

Fetching a single contact form you are required to specify a rqid parameter:

Success Response

Fetching multiple contact forms no rqid parameter is required:

Success Response

Possible Error Responses

FAQ Management

Create Support FAQ

Description

Admin Permissions Required

Headers

Body Parameters

Request Example

Success Response

Possible Error Responses

Fetch Support FAQs

Description

Content Format

Query Parameters

Request Example

Responses

Fetching a single FAQ you are required to specify a reqv parameter:

Success Response

Fetching multiple FAQs, no reqv parameter is required:

Success Response

Possible Error Responses

Remove Support FAQ

Description

Admin Permissions Required

Headers

Query Parameters

Request Example

Success Response

Possible Error Responses

Update Support FAQ

Description

Admin Permissions Required

Headers

Body Parameters

Request Example

Success Response

Possible Error Responses

Toggle FAQ Helpful

Description

Usage Note

Headers

Body Parameters

Request Example

Success Response

Possible Error Responses

Get FAQ Categories

Description

Usage Tips

Headers

Request Example

Success Response

Possible Error Responses

Submit FAQ Rating

Description

Analytics Usage

Headers

Body Parameters

Request Example

Success Response

Possible Error Responses

Fetching a single contact form you are required to specify a `rqid` parameter:

Fetching multiple contact forms no `rqid` parameter is required:

Fetching a single FAQ you are required to specify a `reqv` parameter:

Fetching multiple FAQs, no `reqv` parameter is required: