Support

Get help with the Turnpike API and connect with our team.

Documentation

Before reaching out to support, check if your question is answered in our documentation:

System Status

Check the current status of Turnpike services:

Status Page: turnpike.dev/status

The status page shows:

  • Current system status

  • Scheduled maintenance

  • Incident history

  • Performance metrics

Contact Support

Email Support

Email: [email protected]

Response Times:

  • Standard Plan: Within 24 hours

  • Premium Plan: Within 12 hours

  • Enterprise Plan: Within 4 hours (24/7 support)

When Contacting Support

Please include:

  1. Your Plan Tier: Standard, Premium, or Enterprise

  2. Issue Description: Detailed description of the problem

  3. Steps to Reproduce: What you did before the error occurred

  4. Error Messages: Full error messages and codes

  5. Request Details:

    • Request IDs (if available)

    • Transaction signatures

    • Timestamps

  6. Environment: Programming language, library versions

  7. Expected vs Actual Behavior: What you expected and what happened

Example Support Email

Subject: SLIPPAGE_EXCEEDED Error on Buy Orders

Plan: Premium
Issue: Getting consistent SLIPPAGE_EXCEEDED errors

Description:
I'm attempting to buy tokens using the Lightning API but consistently
receiving SLIPPAGE_EXCEEDED errors even with 15% slippage.

Steps to reproduce:
1. POST to /api/trade/buy
2. Parameters: amount=0.01, slippage=15
3. Token: EPjFWdd5AufqSSqeM2qN1xzybapC8G4wEGGkZwyTDt1v

Error response:
{
  "error": {
    "code": "SLIPPAGE_EXCEEDED",
    "requestedSlippage": 15,
    "actualSlippage": 18.2
  }
}

Timestamp: 2024-10-26 14:30:00 UTC
Request ID: req_abc123xyz

Expected: Trade to execute within 15% slippage
Actual: Consistent slippage exceeded errors

Environment: Node.js 18, using fetch API

Community

Twitter

Follow us for updates, tips, and announcements:

Twitter: @turnpikedev

GitHub

Report documentation issues:

GitHub: github.com/Turnpike-dev/turnpike

Enterprise Support

Enterprise plan customers receive:

  • 24/7 Priority Support: Round-the-clock assistance

  • Dedicated Account Manager: Personal point of contact

  • Direct Slack/Discord Channel: Real-time communication

  • Custom SLA: Tailored service level agreements

  • Architecture Review: Help designing your integration

  • Performance Optimization: Guidance on best practices

Contact: [email protected]

Feature Requests

We love hearing your ideas! Submit feature requests via:

  1. Email: [email protected] with subject "Feature Request"

  2. Twitter: Tweet @turnpikedev

  3. GitHub: github.com/Turnpike-dev/turnpike

Include:

  • Clear description of the feature

  • Your use case

  • Expected behavior

  • Any relevant examples

Bug Reports

Found a bug? Help us improve by reporting it:

Email: [email protected] (Subject: "Bug Report")

Include:

  • Detailed description

  • Steps to reproduce

  • Expected vs actual behavior

  • Environment details

  • Request IDs or signatures

  • Screenshots (if applicable)

Feedback

We value your feedback! Let us know:

  • What's working well

  • What could be improved

  • Documentation gaps

  • API usability issues

Email: [email protected]

Office Hours

Join our weekly office hours for live Q&A:

  • When: Every Thursday at 2 PM PST

  • Where: Announced on Twitter

  • Format: Video call (link shared on Twitter)

Resources

Security Issues

DO NOT report security vulnerabilities through public channels.

Security Email: [email protected]

We take security seriously:

  • We'll acknowledge your report within 24 hours

  • We'll keep you updated on progress

  • We'll credit you (unless you prefer anonymity)

  • We offer bug bounties for qualifying vulnerabilities

See our Security Policy for details.

PreviousChangelog

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