Support
Discover how to submit effective support requests at Omnium. This guide will help you understand how to include the right details to get your issue resolved as quickly as possible.
At Omnium, we're committed to providing timely and efficient support. Whether you're facing an urgent production issue or have a general question, we've got you covered.
Get in Touch
Urgent Issue?
If you're experiencing a production-blocking issue, call us directly at +47 22 12 01 01. Phone support is the fastest way to get critical issues resolved.
Creating a Support Request
Follow these steps to submit a request that helps our team resolve your issue quickly.
Write a Clear Subject Line
Summarize the issue in a concise subject. Include the affected feature or area if possible.
Good: "Payments with AwesomePayment failing on capture" Bad: "Hi"
Identify Your Environment
Include your tenant name (or company name) and the environment where the issue occurs (e.g., Acme Inc, Test environment).
Describe the Issue in Detail
Explain what happened, what you expected to happen, and provide a step-by-step guide to reproduce the problem. Include any relevant IDs (order IDs, customer IDs, etc.).
Attach Supporting Evidence
Add full-context screenshots, relevant URLs, cURL commands, or API request/response bodies. The more context you provide, the faster we can help.
Request Guidelines
Do not add support addresses from other organizations to the request. Support systems from different providers do not interact well with each other.
Required Information
| # | Information | Why It Matters |
|---|---|---|
| 1 | Clear subject line | Helps us prioritize and route your issue |
| 2 | Tenant / company name & environment | Lets us locate your data immediately |
| 3 | Detailed issue description | Reduces back-and-forth questions |
| 4 | Steps to reproduce | Allows us to verify and diagnose the problem |
| 5 | Relevant IDs (order, customer, etc.) | Pinpoints the exact records involved |
Recommended Information
| # | Information | Why It Matters |
|---|---|---|
| 6 | Full-context screenshots | Visuals often reveal issues text can't |
| 7 | URL (if UI-related) | Takes us directly to the failing page |
| 8 | cURL / API request (if API-related) | Lets us reproduce API issues exactly |
| 9 | Any other relevant details | Context we might not think to ask for |