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

Why use the Portal:

• When submitting a ticket, you’ll see structured fields designed to help you describe the issue clearly. This ensures faster assessment and prioritization by our team.

• You can track all your tickets in one place and access Knowledge Base articles to deepen your understanding of our products.

For Guaranteed EFT Clients

Clients using our Guaranteed EFT product may also open tickets directly by email at help@flinks.com.

When doing so, please make sure to include the information listed in section 4 to help us troubleshoot efficiently.

2. When should I raise an issue?

You should consider opening a ticket when:

• A configuration update on Flinks’ side may be required.

• A connection returns results that do not align with the data scope defined in your Flinks Connect settings or API requests.

Important:
Once a connection is completed, previously missed data cannot be retrieved retroactively. Reporting the issue promptly allows us to investigate and resolve the root cause so it can be avoided in future connections.

3. When should I expect a definite response from Support?

All tickets go through a prioritization process that takes into account:

• The type of incident

• Severity and impact

• Recurrence

• Other relevant factors

Incidents involving smaller institutions or isolated issues may take longer to address. High-impact incidents—especially those affecting major financial institutions—receive accelerated attention.

Cases involving long-tail connections or wealth-related data may require more time due to their complexity and the specialized investigation needed. Our team remains committed to delivering the best possible resolution.

4. How should I report incidents?

Providing detailed information helps us resolve your issue more quickly. Please include:

• sessionId

• Issue description

• Impact

• Connection identifiers such as RequestIds or LoginIds (when applicable)

If you are reporting issues across different financial institutions, please group them into separate tickets. This ensures the correct prioritization and speeds up the investigation.