Partner support should resolve what the partner can verify before escalating to Onyx.
Escalation is for issues that require Onyx account, consent, connectivity, provisioning, webhook, or policy review.
First Checks
Before escalation, check:
- app ID
- user reference
- order reference where applicable
- package ID where applicable
- current consent state
- current permission state
- current service state
- current error or reason code
- last successful event
These checks usually identify the next action without escalation.
When To Escalate
Escalate to Onyx when:
- provisioning is stuck after the expected window
- service state conflicts with order state
- a webhook repeatedly fails after endpoint checks
- a reason code appears wrong for the current state
- an approved scope is unavailable without explanation
- catalogue availability conflicts with the approved partner view
- Onyx review or compliance action is required
Include only the information needed to investigate the issue.
What Not To Request
Partner support should never ask users to share:
- one-time codes outside approved secure flows
- private keys
- recovery phrases
- wallet secrets
- full card details
- private identity documents outside approved verification flows
Do not ask for unrelated account history.
Support Evidence
Useful support evidence can include:
- order ID
- package ID
- app ID
- timestamp
- current state
- reason code
- webhook delivery ID
- device type where relevant
- screenshot of the partner app state with sensitive data hidden
Avoid screenshots that expose activation materials or private account data.
Partner Communication
Tell the user what is known and what happens next.
Do not blame a provider, promise a fixed timeline without confirmation, or ask the user to repeat steps that cannot change the state.