Get support
How to reach Gravv support, what to check first, and what to put in a request so support can answer it without a second round.
When a page says "contact support", write to the address below. Support can trace a request at once if it names the environment, the ids and the exact response you got. A request that only says "the transfer failed" needs a second round of questions first.
Example. A payout of 2,500.00 USD came back transfer.status.failed. You write: "Live. POST /v1/transfer at 2026-10-13 09:15 UTC, Idempotency-Key 9f1c…, transaction_id 8d4e2b6c-… and its reference. The webhook's transfer_status is manual_processing_required. What do we need to do?" Support can find the transfer from that alone.
Contact
Email hello@gravv.xyz, the address the Gravv Dashboard's support links use.
Before you write
- Read the response. The error
messageusually says what to fix. See Errors. - Check the environment. An id from sandbox is not found with a live key, and the other way round. See Environments.
- Look before you retry. After a timeout, read what the first call created before you send it again. See Idempotent requests.
- Missed a webhook? Read and resend it from webhook history yourself.
- Hit a limit? See Rate limits, Transfer limits and Upload sizes.
What to include
| Include | Why |
|---|---|
| Sandbox or live | The two hold separate data |
The method and route, such as POST /v1/transfer |
Several routes can return the same text |
| The time of the call, in UTC | Gravv returns no request id, so support finds the call by its time and ids |
The Idempotency-Key you sent |
It ties retries to the first call |
The HTTP status and the whole error or message text |
The exact text points to the cause |
Every id involved: customer_id, account_id, transaction_id and reference, external_account_id, card_id, application_id |
Support reads the records by id |
For a webhook: the history id and the body's event_id |
Each history route takes a different id |
What never to send
- Your API key, in full or in part.
- Card numbers, CVVs or PINs.
- Identity documents or their numbers. Give the customer's id instead.