Support
Contacting us
| Purpose | Channel |
|---|---|
| Integration questions, sandbox access, bug reports | tpp-support@paysaxas.com |
| Registering a consent-revocation callback | Self-service — PUT /v1/revocation-callback (consents) |
| Interface status and incidents | https://paysaxas.com/xs2a |
| Quarterly statistics | https://paysaxas.com/xs2a/statistics |
What to include in a report
Please send the X-Request-ID of the affected request. Every request to
this interface is logged against it, granted or refused, with the reason —
which usually turns “it did not work” into a precise answer in one step.
Also useful: the endpoint, the approximate time in UTC, the Consent-ID if
relevant, and the response you received.
Please do not send us a customer’s credentials, or ask us to. There is no circumstance in which this interface needs them.
What we can and cannot tell you
We can tell you why your request was refused, in the terms the error catalogue uses.
We cannot tell you facts about a customer that their consent does not cover —
including why a payment failed beyond PAYMENT_FAILED, whether an IBAN exists,
or why a consent was revoked. That is not a support policy we can waive; it
follows from the same rules that protect your own customers.
The customer can see the full reason in their PaySaxas portal, where they are authenticated as themselves. For payment or data questions, that is the fastest route.
If you disagree with a decision
If your access has been blocked and you believe it is unjustified, write to tpp-support@paysaxas.com. A block under PSD2 Art. 68(5) requires evidenced grounds, two approvers, and an immediate notification to FIN-FSA with reasons — so a written reason always exists.
You may also raise the matter with FIN-FSA (Finanssivalvonta), the Finnish competent authority, or with your own home regulator.