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Trio provides multiple support channels to assist you during integration, operational usage, and incident handling. You can contact our team through:

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Support Availability

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Operational Support

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Availability

This includes:
  • Operational incidents;
  • Transaction verification;
  • Financial reconciliation assistance;
  • Emergency support;
  • Instability reports.

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Integration Support

Our integration team is available during business hours only.

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Availability

Integration support includes:
  • API integration guidance;
  • Webhook implementation questions;
  • Sandbox assistance;
  • Technical troubleshooting;
  • Integration best practices.

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User Manual

A complete user manual is also available for operational guidance and platform usage instructions. The manual includes:
  • Internet banking usage;
  • Operational procedures;
  • Account management;
  • Financial operations guidance;

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Reporting Issues

When reporting bugs or unexpected behaviors, please provide as much context as possible, including:
  • Request payloads;
  • Transaction identifiers;
  • external_id;
  • Error messages;
  • Webhook payloads;
  • Approximate timestamps;
  • Environment used (sandbox or production).
Providing detailed information helps our team investigate and resolve issues faster.

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Response Process

After your request is submitted:
  1. Your case will be registered by our support team;
  2. The appropriate internal team will review the request;
  3. You will receive follow-up communication as soon as possible.
Our 24/7 support team maintains an average response and resolution time of less than 5 minutes from the moment the request is submitted.