Help & Support
Reach the Aegis team
Something crashing? A verdict that looks wrong? This is the help line. Every report lands directly in the operator inbox — a human on the team reads every one, and issues get a response within 48 hours.
1 · Report an issue
Crashes, blocked transactions that should have passed, API errors, warrant failures — file it here with your contact and the team replies by email.
2 · Suggest a feature
Want a new rail, a new endpoint, a policy tweak? Propose it on the feedback board — the community upvotes and the top requests ship first.
3 · Verify a receipt
If a transaction looks wrong, its receipt page proves what the gate actually decided and when. Compare receiptUrl against the audit.
Common answers
Why was my transaction blocked? Either it exceeded the live policy ceiling, used an unsupported rail, or the gate was unreachable — Aegis fails closed and records the exact reason. The verdict's reason field and its receipt tell you which.
Why "DS timeout" on STK push? The M-Pesa sandbox has no real phones. Prompting real numbers requires production credentials after Go-Live — everything else in the flow is real.
How fast do issues get answered? Within 48 hours, by a person, to the contact you left. Crash reports are prioritized.