Support

Trio supports you during integration, day-to-day operation and incidents. Contact the team through:

Availability

Team	Availability	Covers
Operational support	24 hours a day, 7 days a week	Operational incidents, transaction verification, financial reconciliation assistance, emergency support and instability reports
Integration support	Monday to Friday, 09:00 to 18:00 (Brazil, UTC-3)	API integration guidance, webhook implementation questions, sandbox assistance, technical troubleshooting and integration best practices

The Trio App user manual (in Portuguese) covers operational guidance and platform usage:

When you report a bug or unexpected behavior, include as much context as you can:

the environment (sandbox or production) and the API version you call (/v2/... paths);
the X-Request-Id of the failed request (see Request identification);
request payloads and the error messages you received;
transaction identifiers, for instance the id of the in or out document, and the external_id;
webhook payloads;
approximate timestamps.

Detailed reports let the team investigate and resolve issues faster.

The 24/7 support team maintains an average response and resolution time of less than 5 minutes from the moment the request is submitted.