Support
Six routes, and what to put in the message
Include the identifier, the environment, what you expected and the timestamp, and the first reply is usually an answer rather than a request for those four things.
- Incidents
- Outside hours too
- Questions
- European hours
- Recyclers
- No charge
Definition
What information does CirculeID support need to help quickly?
Four things: the passport identifier or GTIN involved, whether it is sandbox or production, what you expected to happen against what actually happened, and the timestamp. With those, the first response is usually the answer rather than a request for more detail.
For an incident, add whether it is affecting issuance or public resolution. Resolution failures are treated differently, because they are visible to consumers scanning products rather than only to your team.
Coverage
What is answered when
| Type | Coverage | Route |
|---|---|---|
| Resolution or issuance incident | Outside business hours included | The incident route, with INCIDENT in the subject |
| Security disclosure | Acknowledged within one business day | The security route — not the general one |
| Integration and API questions | European business hours | Integration help, with the request and response |
| Recycler access | European business hours, no charge | The recycler route |
| Account, billing, contract | European business hours | Your account support channel, which has your tenant context |
Routes
Pick the one that fits
Production incident
Passports not resolving, issuance failing, or events not being accepted. Covered outside business hours.
Integration help
The API is behaving in a way the reference does not explain. Include the request and the response.
Report a bug
Something works but not as documented. If the docs are wrong, that is a defect too and we treat it as one.
Recycler access
You cannot read a treatment tier you should have access to. Usually a credential, not a fault.
A question about scope
Whether the ESPR (EU) 2024/1781 reaches your products, or what a delegated act requires. Ask before you buy anything.
Security disclosure
Report a vulnerability. Acknowledged within one business day, triaged before any public discussion.
Answers
Frequently asked questions
What should I include so the first reply is useful?
The passport identifier or GTIN involved, the environment — sandbox or production — what you expected and what happened, and the timestamp. With those four the first reply is usually an answer; without them it is a request for those four.
What is covered outside business hours?
Incidents affecting passport resolution or issuance, because that is public infrastructure and a consumer scanning a product does not know your office hours. Questions, integration help and account matters are answered in European business hours, with wider coverage available by agreement.
I am a recycler, not a customer. Can I get support?
Yes, and at no charge to your facility. Access problems reading a restricted tier are usually a missing or expired credential rather than a fault. Tell us which brands you receive and which streams you treat, and we will sort out the credential.
How do I report a security issue?
Use the security route rather than general support, and please do not post it publicly first. Reports are acknowledged within one business day, with an initial assessment within five and a named contact who stays with it until it is closed.
Is there a ticket portal?
Not on the public site. Customers have a support channel on their account with their tenant context attached, which is more useful than a public form. For everyone else these routes reach a person directly, which at our size is faster than a queue.
Next step
Not sure which route?
Use any of them. A misrouted message gets forwarded in minutes, which is a much smaller cost than not sending it.