# Support

We're here to help you successfully integrate and use the Giftoin platform. \
Here's how to get assistance when you need it.

## Help Resources

Before contacting support, check these resources:

1. **Documentation** - You're looking at it! Most questions are answered here.
2. **API Reference** - Detailed information about each endpoint and parameter.
3. **Troubleshooting Guide** - Solutions to common issues.
4. **FAQ** - Answers to frequently asked questions.

### Contact Support

If you can't find a solution in our documentation, reach out to our support team:

### **Email Support**

Send detailed information about your issue to <support@giftoin.com>. Please include:

* Your account email
* Description of the issue
* Steps to reproduce
* Any error messages or codes
* Screenshots if applicable

We typically respond within 24 business hours.

### **Discord Support**

All customers have access to our Discord community support channels where issues can be submitted and tracked.

Advanced & Professional customers receive enhanced support through private dedicated Discord channels, providing direct access to our support team and quicker response time.

### Feature Requests

Have an idea to improve Giftoin? We'd love to hear it!

Submit feature requests through your dashboard:

1. Click on "Support" in the navigation menu
2. Select "Feature Request"
3. Describe your idea and how it would benefit your use case

Our product team reviews all requests and prioritizes based on customer demand and strategic alignment.

### Support Plans

| Feature                   | Basic    | Advanced | Professional  |
| ------------------------- | -------- | -------- | ------------- |
| Email Support             | ✓        | ✓        | ✓             |
| Discord Support           | ✓        | ✓        | ✓             |
| Response Time             | 48 hours | 24 hours | 4 hours       |
| Dedicated Discord Channel | ✗        | ✓        | ✓             |
| Dedicated Agent           | ✗        | ✗        | ✓             |
| Implementation Assistance | ✗        | Limited  | Comprehensive |

To upgrade your support plan, contact our sales team at <sales@giftoin.com>.

### Security Issues

If you discover a security vulnerability, please do NOT report it through the standard support channels. Instead, email <security@giftoin.com> with details of the issue.

We take security seriously and will respond promptly to all legitimate security concerns.

### Providing Feedback

Your feedback helps us improve! After resolving a support ticket, you'll receive a satisfaction survey. Please take a moment to let us know how we did and how we can serve you better in the future.

We also conduct quarterly customer experience surveys to gather more comprehensive feedback about our platform and support services.


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# Agent Instructions: Querying This Documentation

If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question.

Perform an HTTP GET request on the current page URL with the `ask` query parameter:

```
GET https://docs.giftoin.org/resources/support.md?ask=<question>
```

The question should be specific, self-contained, and written in natural language.
The response will contain a direct answer to the question and relevant excerpts and sources from the documentation.

Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.