Signed in, ask Ask Didit in the console to open a ticket, or email hello@didit.me. Include your organization ID, session ID and the exact error.
If you have a Didit account, open Ask Didit in the console (Cmd+J or Ctrl+J) and ask it to contact support: it opens a ticket with your context already filled in. You can also email hello@didit.me. Include your organization ID, the session ID and the exact error so the team can act at once.
If you were asked to verify your identity by a website or app, Didit support can't change your result or reach your account with them: contact that business instead. See who can help with your account.
#Ways to reach the team
| Channel | Use it for |
|---|---|
| Ask Didit in the console | Anything about your account. Ask it to contact support: it can open a support ticket prefilled with the context of your conversation, or hand the conversation to the support team when that option is available to you. See how Didit Copilot works |
| Settings → Support (also Help and what's new → Support) | Your conversations with the team and the tech tickets for problems engineers are fixing, shared with everyone in your organization. See your account and organization settings |
| hello@didit.me | Email to the team, including when you can't sign in to the console |
| privacy@didit.me | Data protection questions and requests |
| security@didit.me | Reporting a security issue |
| legal@didit.me | Legal requests |
| Talk to sales on didit.me | Plans, volume pricing and a walkthrough of your use case |
On the Enterprise plan, your organization also gets a dedicated Slack or WhatsApp channel with the Didit team.
#Where do I find the ticket I opened, and the replies?
Open Settings → Support (or Help and what's new → Support). Your talks with the team are under Conversations and the problems our engineers are fixing under Tech tickets, each with its status and last activity. Open one to read the replies and write back. Everyone in your organization sees the same list, and the team also emails you when it replies, so you don't need to keep the page open. If you asked Ask Didit to file a ticket and don't see it yet, the page says the assistant is starting your conversation; it appears as soon as it starts. Replying to a resolved conversation reopens it.
#Is Didit down?
Check status.didit.me first. It shows live status for the API, the console and the verification flows. If it reports a problem, you don't need to open a ticket to tell the team about it.
#What to include so support can act at once
A message that already holds these details can be answered without a round of questions:
- Your organization ID. It is in Settings → General.
- The application, and whether it is Live or Sandbox.
- The session ID of an affected verification, when the question is about one.
- The exact error: the message on screen, or the full API response body and the endpoint you called.
- When it happened, with the time zone.
- A screenshot of the page or the error.
- For a payment problem: the amount, and the card brand with its last 4 digits. See when a top-up payment won't go through.
Never send an API key, a webhook signing secret, a password or a full card number. Name the key you used instead of pasting it. If a key may have leaked, revoke it on Developers → API keys first. See API keys.
#Before you write
Many questions are answered faster on your own:
- Why a session got its outcome: open the session and press Ask Didit in the page header. See why a session was declined.
- An API error: read the response body, then see API errors and what they mean.
- A "not enough credits" error: see fixing a "not enough credits" error.
- Technical reference for every endpoint: docs.didit.me.
Still stuck? Talk to a human.
Include your organization ID and the session ID you are asking about.