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Get help with HivePay integration and troubleshooting.

Contact Us

Discord

Join our Discord community for:

  • Real-time help from the team and community
  • Feature discussions and announcements
  • Integration tips and best practices

Join Discord

Email Support

For private inquiries, security issues, or account-related questions:

[email protected]

We aim to respond within 24-48 hours on business days.

Self-Help Resources

Documentation

API Reference

Common Issues

Authentication Errors

Symptom: 401 Unauthorized or AUTHENTICATION_ERROR

Solutions:

  1. Verify your API key is correct
  2. Check the API key hasn't been regenerated
  3. Ensure the Authorization header is formatted correctly: Bearer sk_live_xxx

Webhook Not Received

Symptom: Your webhook endpoint isn't receiving notifications

Solutions:

  1. Verify webhook URL is configured in Settings
  2. Ensure URL is HTTPS and publicly accessible
  3. Check your server logs for incoming requests
  4. Test with local webhook server: pnpm test:webhook

AML Limit Reached

Symptom: 403 Forbidden with message AML limit reached. Please contact us at [email protected] to perform KYC verification process.

Cause: Your merchant account has been flagged because a single transaction or your cumulative payment volume within a short timeframe exceeded AML thresholds.

Solutions:

  1. Email [email protected] with your merchant account details
  2. Complete the KYC verification process
  3. Once verified, payment creation will resume automatically

Payment Not Completing

Symptom: Payment stuck in pending or processing

Solutions:

  1. Verify the Hive transaction was submitted
  2. Check blockchain explorers for transaction status
  3. Wait for blockchain confirmation (typically 3 seconds)
  4. Contact support if issue persists

SDK Installation Issues

Symptom: Cannot import @hivepay/client

Solutions:

  1. Verify Node.js version is 18+
  2. Run pnpm install to ensure dependencies are installed
  3. Check for conflicting package versions

Reporting Bugs

Found a bug? Report it on GitHub:

Report Bug

Please include:

  • Steps to reproduce
  • Expected vs actual behavior
  • SDK version
  • Node.js version
  • Relevant code snippets

Feature Requests

Have an idea for HivePay? We'd love to hear it:

Request Feature

System Status

Check current system status and planned maintenance:

System Status
status/

Business Inquiries

For partnerships, enterprise pricing, or custom integrations:

[email protected]

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