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The CPN support ticket API allows you to raise and manage transaction-related issues including but not limited to:
  • Settlement delays
  • Missing information
  • Refunds
These tickets are stored and managed in the CPN platform, and Circle routes them to the appropriate party for resolution. This guide provides information on how to create a support ticket using the CPN API.

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Steps

Use the following steps to create a support ticket.

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Step 1: Gather information

Gather the appropriate information for your support ticket, including:
  • Payment ID to be associated with the support ticket
  • The type of support ticket:
    • Settlement delay
    • Wrong recipient
    • Incorrect payment amount
    • Request for information on the OFI
    • Request for information on the sender
    • Funding amount discrepancy
    • Reverse funds
    • Other
  • A brief description of the problem
  • Contact information (email) for follow-up

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Step 2: Generate an idempotency key

Using a UUID generator in the language of your choice, create a UUID to act as an idempotency key for the API request.

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Step 3: Submit the API request

Make a request to the create a support ticket endpoint with the information gathered in step 1, as well as the UUID and any additional emails that should be included on resolution correspondence. A successful response from the API includes an ID for the support ticket, a timestamp for creation of the ticket, and the information provided in the original API call.
JSON
{
  "paymentId": "3f020d62-6cef-4f2c-87e4-b096abc5cac9",
  "issueType": "PAYMENT_SETTLEMENT_DELAY",
  "description": "fiat payment is not settled in the stipulated time window",
  "email": "help@ofi.com",
  "idempotencyKey": "d7e5cecc-8d6f-44df-97e0-5faddf4ff858",
  "ccEmails": ["ccsupport01@example.com", "ccsupport02@example.com"]
}
Response
JSON
{
  "id": "f4b5a8f7-8fca-4d09-ad54-bb4528fe187e",
  "paymentId": "3f020d62-6cef-4f2c-87e4-b096abc5cac9",
  "issueType": "PAYMENT_SETTLEMENT_DELAY",
  "description": "fiat payment is not settled in the stipulated time window",
  "caseRefId": "CIR-123456",
  "email": "help@ofi.com",
  "ccEmails": ["ccsupport01@example.com", "ccsupport02@example.com"],
  "createDate": "2025-02-01T10:00:00Z"
}
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