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Support

TBD There is no self-service support portal, ticketing system or published SLA yet. Support runs through your Cheggout contact — your commercial owner or the engineer assigned during onboarding. Establishing a proper support channel is an open item.

Ask for a named technical contact and an escalation path at onboarding, before you need one.

Before you write​

Most integration problems are already answered:

SymptomLook at
Signature Mismatch!Signed envelope — common failures
401 on reveal or historyTokens — you may be sending the wrong token
Empty rewards arrayError codes — this is a normal outcome
REWARD NOT FOUND after a timeoutGetAllScratchCardsByUserId
Coupon delivery failed after a coin burnCoupon delivery
Request rejected before reaching the APIYour egress IPs may not be whitelisted
Something is marked TBDOpen items — it may already have an owner

What to include​

A report with these details usually gets a specific answer first time. Without them, the first reply will be a request for them.

Always:

  • Environment — UAT or production
  • Your CHANNELID
  • The endpoint or SDK method
  • Timestamp with time zone
  • What you expected, and what happened

For an API issue:

  • The request body with credentials removed — replace SIGN, Authorization and any token with REDACTED
  • The full response body
  • Your extTransactionId, if the call had one
  • Whether it fails every time or intermittently

For an SDK issue:

  • SDK build identifier, platform and OS version
  • Device model
  • The relevant log excerpt, credentials redacted

For a reward or coupon dispute:

  • extTransactionId — the join key for reconciliation
  • rewardId or offerId
  • The affected virtualId
  • What the user saw
Never send credentials

Do not include private keys, APP_KEY/SEC_KEY values, tokens, signatures, device push tokens, or customer personal data. Redact them before sending. If you believe a credential has been exposed, say so immediately and ask for rotation — do not paste the credential to prove it.

Reporting a security issue​

If you find a security problem, or believe a credential has leaked:

  1. Contact Cheggout immediately through your named contact.
  2. Describe the issue without including the credential or a working exploit.
  3. Ask for rotation of anything affected.
  4. Review your own logs for the exposure window.

Treat this as higher priority than any integration question.

Reporting a documentation bug​

If a page here left you unable to proceed, that is a defect worth reporting. Include:

  • The page URL
  • What you were trying to do
  • What the page said, and what you needed it to say

Gaps we already know about are on Open items — if yours is not there, it should be.

What to agree upfront​

Worth settling during onboarding rather than during an incident:

  • A named technical contact and their working hours
  • An escalation path for production issues
  • Expected response times for production versus non-production
  • How you will be told about API, SDK or widget changes
  • Who to contact for campaign and commercial questions, as distinct from technical ones

Next​