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Get Help

This page is for RoboExchanger buyers, admins, and script owners who need direct help.

If your question is not solved by the docs, use your official support channel and send a complete support request.

Related docs:

Before you contact support​

Please do these steps first:

  1. read RoboExchanger FAQ
  2. read the related admin documentation page
  3. clear cache if the problem may be cache-related
  4. test the issue one more time carefully
  5. collect the important details listed below

This saves time for both you and support.

Official support channels​

Configure your support contacts in .env using:

  • DOCS_SUPPORT_EMAIL
  • DOCS_SUPPORT_TELEGRAM
  • DOCS_SUPPORT_WHATSAPP
  • DOCS_CONTACT_FORM_ENDPOINT if you want direct form submission

Contact Support

Use the official support channels below. Add these values in `.env` so the page stays easy to update.

Quick Support Form

This form can submit to your own endpoint if `DOCS_CONTACT_FORM_ENDPOINT` is configured. Otherwise it will open an email draft using `DOCS_SUPPORT_EMAIL`.

Use support for any type of help​

Contact support if you need help with:

  • installation
  • license activation
  • admin access
  • settings confusion
  • exchange route setup
  • gateway setup
  • order flow problems
  • notification problems
  • referral or withdrawal questions
  • suspected bug reports
  • update questions

What to send in your first message​

Your first support message should include:

  • your website domain
  • your purchase or license details if your support channel requires them
  • the exact page URL where the problem happens
  • the admin menu path if relevant
  • step-by-step description of the problem
  • screenshot or screen recording if possible
  • exact error message if shown
  • one real example reference ID if the issue is related to an order, reserve request, withdrawal, or ticket

Good examples of useful details​

If the problem is installation​

Send:

  • domain
  • install URL
  • screenshot of the error
  • PHP version
  • whether .env was created

If the problem is admin login​

Send:

  • domain
  • login URL
  • screenshot of the message
  • whether this is the first admin or another admin account

If the problem is SMTP or notification​

Send:

  • page path such as Admin -> Settings -> SMTP Configuration
  • screenshot of the config page without exposing secret values
  • test result message
  • whether cron and queue are running

If the problem is exchange route setup​

Send:

  • the route pair
  • page path such as Admin -> Exchange Direction -> Update
  • screenshot of the route settings
  • what the customer sees on the frontend

If the problem is an order​

Send:

  • order reference ID
  • current status
  • what the customer did
  • what you expected to happen
  • screenshot of the admin order details page

If the problem is withdrawal​

Send:

  • customer ID or email
  • withdrawal record date
  • amount
  • current status
  • screenshot of the transaction page

What not to send in the first message​

Do not send these things unless support asks for them through the official channel:

  • hosting master password
  • server root password
  • SSH password
  • database password
  • private API keys
  • raw bot tokens
  • full secret environment file

If a screenshot contains sensitive values, hide them first.

Good support message template​

You can use this format:

Hello, I need help with RoboExchanger. My domain is https://yourdomain.com. The issue happens on PAGE_URL or ADMIN_MENU_PATH. When I do STEP_1, STEP_2, and STEP_3, I get this result: ERROR_OR_PROBLEM. I expected: EXPECTED_RESULT. Please check the attached screenshot.

Best way to get faster help​

The fastest support requests usually include:

  • one problem at a time
  • exact page name
  • exact error text
  • exact record ID
  • clear screenshots
  • no missing steps

If the problem is not a bug​

Many support requests are actually setup questions, not code bugs.

So before reporting a bug, check:

  • was the module configured fully?
  • is the status enabled?
  • is the related setting enabled?
  • was the route created correctly?
  • is cron running?
  • was cache cleared?

Final note​

If you need any type of help with RoboExchanger, contact support through your official support channel and send full details from the start.

That is the best way to solve the problem quickly.