Support & Reporting Issues

Something isn’t working as expected? This page helps you resolve it quickly. Most issues are solved fastest when the first message already contains everything we need, so please read the checklist before you write to us.

💡Already opened a ticket?

Thank you. Reply to the ticket email with the details from the checklist below. Keep the ticket number in the subject line so your reply is attached to the right case.

Before You Contact Us

Check the Service Status

Known incidents and maintenance windows are posted here first. If a status is red, no ticket is needed.

Look Up the Error Code

Most API errors are documented here with their cause and fix. Search by error code or HTTP status.

Explore the Products

Every product has its own integration guides and FAQ. Find yours in the product overview.

Choose the Right Channel

Getting to the right team on the first try saves a round trip.

Your situation	Where to go
API error, unexpected response, integration question	Developer Support: dev-support@fiskaly.com, see below
You operate a cash register and see an error on the device	Your POS provider is your first point of contact. See the Operator Center for who to ask about what.
Contracts, pricing, or sales questions	sales@fiskaly.com
Invoices and accounting	buchhaltung@fiskaly.com

Report an Issue

Send your report to dev-support@fiskaly.com. Please open one ticket per issue. If you see two unrelated problems, send two reports. Mixed tickets take longer because different engineers may need to look at them.

Contact Developer Support

What to Include

1. Describe what you expected and what happened

   One or two sentences are enough. Include the exact error message if there is one.

2. Tell us where and when

   Environment (TEST or LIVE), API and version, and a timestamp with timezone. Report as soon as possible: logs are easier to correlate when the event is recent.

3. Attach the request and the full response

   Include the identifier that lets us trace the call: the X-Trace-Identifier header for the unified API (SIGN IT, FR, PT, SE, BE, ES, AT, CZ, E-INVOICE) or the request ID from the X-Request-ID response header for SIGN DE, DSFinV-K, and the Management API. With it we find the call in our systems in seconds.

4. Add the affected resource IDs

   Which IDs matter depends on the product. Use the table below as a guide.

⚠️Never send credentials

Remove API secrets, bearer tokens, and passwords from any request you attach. We will never ask for them. If you suspect a key has been compromised, rotate it first, then tell us.

Resource IDs by Product

Product	IDs to include
Unified API (SIGN IT, FR, PT, SE, ES, AT, CZ and E-INVOICE)	Organization ID, Taxpayer ID, Location ID, System ID, Subject ID, Record ID
SIGN DE (Specialized API)	Organization ID, TSS ID, Client ID, Transaction ID, Export ID
SIGN AT (Specialized API)	Cash Register ID, Receipt ID, Signature Creation Unit ID
SIGN ES (Specialized API)	Signer ID, Client ID, Invoice ID, Export ID
DSFinV-K	Cash Register ID, Closing ID, Export ID
SAFE	File ID, Export ID, Annotation ID
eReceipt	Receipt ID, Static ID, Revision
Management API	Organization ID, User ID, Key ID (never the secret)

Report Template

Copy the template into your email and fill in every line that applies.

Subject: [PRODUCT] Short description of the problem

Company / Organization:
Environment: TEST | LIVE
API and version:
First occurrence (date, time, timezone):
Frequency: once | intermittent | permanent

What I expected:
What happened instead (exact error message):

Request (method, URL, body without secrets):
Response (full body and status code):
Request ID / X-Trace-Identifier:

Affected resource IDs:

What we did right before the error:

If production is affected, say so in the subject line, for example [LIVE] Signing fails for all clients. It helps us see the impact at a glance.

What Happens Next

1. Confirmation

   You receive a ticket number by email. Use it in all follow-ups.

2. Triage

   We review the report and route it to the right person.

3. Investigation

   We may ask follow-up questions. The more complete your first message, the fewer of these there are.

4. Resolution

   We keep you updated in the ticket and close it once the issue is resolved.

Helpful Links

Service Status

Live status of all fiskaly services and incident history.

Error Codes

Central reference for API error codes and how to resolve them.

API Reference

Endpoints, schemas, and examples for every fiskaly API.