To get the fastest resolution when contacting Inverite Merchant Support, include the right information upfront. This article outlines what to include for the most common ticket types.
For IBV Data Issues (Missing Transactions, Incomplete Data)
• Customer name or unique reference
• Date and time of the IBV session
• Bank name and account type (e.g., chequing, savings, business)
• Inverite GUID for the session
• Description of what is missing or inconsistent (e.g., "No transactions after March 1", "Savings account not listed")
For API or Integration Errors
• The affected API endpoint
• A sample request (with API keys and sensitive fields redacted)
• The full error response including status code and message
• Date and time of the failure
• Whether the issue is reproducible or intermittent
For Webhook Issues
• Your webhook endpoint URL (confirm it is publicly accessible)
• Inverite session request ID for the affected session(s)
• Date and time range when callbacks were expected
• Your server logs showing what was or was not received
For Account or Billing Issues
Contact accounting@inverite.com directly for billing address changes, invoice disputes, or account suspension related to non-payment.
Contact Channels
• Merchant Support ticket: Submit a ticket here
• Billing inquiries: accounting@inverite.com
• Status and incidents: status.inverite.ca
Tip:: Including the Inverite GUID or request ID in every ticket — no matter the issue type — significantly reduces investigation time.