Support and contacts
How to contact MeerPartners support: where to write, what to attach to your request (tenant_id, affiliate_id, time, screenshots, request-id) and how to speed up the resolution.
If your answer is not in the FAQ, Troubleshooting or the Errors reference — contact support. The more precisely you describe the problem and attach the data below, the faster we will solve it.
Where to write
Contacting support is available through your cabinet — from the help section or the cabinet profile (influencer or business). Write from the account where the problem occurred: that way we see the context right away.
Check the documentation first
Most questions are already covered: sign-in and roles — in the Account section, money — in the Money and models section, integration — in the Integration and API section. This is faster than waiting for a reply.
What to attach to your request
The completeness of the data directly affects the response speed. Attach as much of the applicable data as possible:
Role and cabinetinfluencer / businessrequired/i or /m.affiliate_ididentifieroptionaltenant_ididentifieroptionalEvent timedate and time with zonerequiredrequest-idrequest identifieroptionalError codestringoptionalScreenshotsimagesoptionalSteps to reproducedescriptionoptionalFor integration problems (business)
If the question is about postback or the API, additionally provide: the external_order_id of the problem conversion, the X-Api-Key-Id (but not the key secret itself!), the endpoint and the response code. This lets us verify the signature and attribution against the logs.
Never share secrets
Do not send the API key secret, JWT tokens, provider passwords or private wallet keys. Support does not need them — identifiers (X-Api-Key-Id, request-id) are enough for diagnostics. If a secret could have leaked — reissue the key in the Integration section.
How to write a good request
Describe the problem in one sentence
Short and to the point: "A conversion from 06/14 was not credited" is better than "everything broke for me".
Attach the data from the list above
Identifiers, time, error code, screenshots, steps to reproduce.
State what you have already checked
For example: "Checked the attribution window and event_kind — they match." This saves a round of clarifications.
Response time
Support replies in due course. To speed up the resolution:
- Attach the maximum data right away — this removes clarifying questions.
- For money questions, first check the status: a conversion may be in hold, and a payout — in
processing. - Cross-check with the Errors reference: some situations are resolved without contacting support.
Urgent money questions
If it seems that "the money disappeared" — in most cases it is not lost but is in a visible intermediate state: a commission in hold, a conversion unattributed, a payout processing or on_hold. The platform is designed so that funds do not vanish silently. Provide the specific external_order_id or request ID — we will find exactly where they are.