Support & Resources

At fiskaly we strive to always improve ourselves, our systems, and the quality we deliver. As in all software projects, issues may arise. We’re committed to a transparent operation process.

How to Raise a Support Issue

Before raising a new issue, please check our status page at status.fiskaly.com for known operational problems.

1. Gather Required Information

   Collect all relevant details about the issue before contacting support. See the checklist below for what we need.

2. Prepare Your Report

   Write a clear description using the email template provided below. Include all resource IDs and timestamps.

3. Send to Dev Support

   Email your report to dev-support@fiskaly.com with one ticket per distinct issue.

4. Await Response

   Our team will get back to you as soon as possible. We appreciate you pushing market insights and possible issues directly to us.

Required Information Checklist

📘Always Include the Following

When reporting an issue, make sure to provide all of these details for a qualified analysis:

• Your identity — who are you, which company are you representing?

• Timestamp — a timely timestamp when the problem arose (report as soon as possible)

• Action description — what action was performed (e.g. PUT https://…) and what was done before the error occurred

• Frequency — is the issue permanent, one-time, or only on selected resources?

• API version — e.g. V0, V1, V2

• Environment — LIVE or TEST

• Resource UUIDs — Organisation-ID, TSS-ID, TX-ID, Client-ID, Export-ID (e.g. 550e8400-e29b-11d4-a716-446655440000)

• Request ID — part of our API’s response, used to trace the request across all systems

• Full API response — the complete response from our API

• Your system’s error messages — only helpful in combination with all of the above

Email Template

Use the following template when reporting an issue:

Hey fiskaly,

I'm <XY> from Company <Z>.
We've identified a problem with the integration of fiskaly <API> in <VERSION>.
The problem occured <at time/between time /is ongoing, started at time>.

It affects:
- Request Id: <550e8400-e29b-11d4-a716-446655440000>
- Organisation-ID: <550e8400-e29b-11d4-a716-446655440000>
- TSS-ID: <550e8400-e29b-11d4-a716-446655440000>
- TX-ID: <550e8400-e29b-11d4-a716-446655440000>
- Export-ID: <550e8400-e29b-11d4-a716-446655440000>

The problem is <INSERT clear, reproducible error description>.

It happens when we <Description of API calls made>.
The full request was: <INSERT HTTP-REQUEST>
The full response was: <INSERT HTTP-RESPONSE>

Before that we were performing .. <INSERT ACTIONS before>

Looking forward to identifying the root cause and finding a solution together.
Best,

Contact Dev Support

Example Collections

💡Sandbox Environment

The example collections below are designed for the sandbox (TEST) environment. Make sure your API keys and environment variables are configured for the test environment before running requests. Do not use production credentials with these collections.

📘Version Notice

The Postman examples below cover version 1 of the fiskaly Cloud-TSS. For examples of the certified version 2, see the separate Postman guide in the SIGN DE documentation section.

Download Postman Collection

Useful Links

fiskaly Status Page

Check for known operational issues and system status updates.

SIGN DE Introduction

Get started with fiskaly's cloud-based TSS for German fiscal compliance.

Getting Started Guide

Step-by-step guide to set up your first TSS and process transactions.