Contact us

Non-technical questions

We offer a wide range of self-service solutions on our portal at portal.vipps.no. We encourage you to check there first to see if your question or issue has already been addressed.

For technical questions and inquiries related to API usage, our Integration Services team is available to assist. Please note that most information can be found in our searchable technical documentation.

For non-technical question, the fastest way to get help is to start in one of the places listed below:

Questions relating to:	How to get help:
General questions (e.g., customer relationship, creating sales units, change of admins)	See Contact info on vipps.no.
Problems with Vipps MobilePay services	Check the status on the Status pages.
Applications for Vipps MobilePay products (status, follow-ups, etc.)	Check the status on portal.vipps.no.
Vipps MobilePay plugins (e.g., WooCommerce, Shopify, Wix, etc.)	Check the support info for your plugin in the Plugin documentation.
Vipps MobilePay through a partner (for merchants)	Contact your partner.
Vipps MobilePay through a POS (Point of Sale) vendor	Contact your POS vendor.
Vipps MobilePay through a PSP (Payment Service Provider)	Contact your PSP.
Partner assistance (for partners)	Check the Partner and Management API documentation.
Settlements, invoices or similar	Check the Settlements documentation.
Suggestions for improvements to Vipps MobilePay products	Please use this form.

For technical issues related to using our APIs, please see the sections below.

Technical questions

Most information can be found in the searchable technical documentation.

You can also check the Frequently Asked Questions (FAQ).

If you cannot find the answer, please send an email as described below.

What to include in the email

Please email us at developer@vippsmobilepay.com and include all the following information:

1. A detailed description of the problem with a step-by-step description of what you do and what happens.
2. A concise, self-explanatory Subject line, such as "POST:/something gives HTTP 400 response".
3. Company details: Organization number (find yours at Brønnøysundregistrene).
4. Merchant Serial Number (MSN), found on portal.vipps.no. See the portal documentation for a description of how to find your MSN and your other API keys.
5. The name of the Vipps MobilePay product or API that you're having a problem with.
6. Environment: Is it a problem in the Test (MT) or the Production environment?
7. Include orderId, and preferably also transactionId and contextId. This makes it possible to find your API request in our logs.
8. Date: On which date(s) did the problem occur?
9. For API issues, include a complete request and response. Plain HTTP from Postman ensures the quickest response. No source code, please. Important: Remove everything except the last four characters from client_secret and Ocp-Apim-Subscription-Key.
10. Screenshots, if possible.
11. Contact information, including name and phone number.
12. Other relevant or helpful information.

Important: For the fastest resolution, provide all the above information.

Keeping your colleagues up to date

To include your colleagues in all the communication for this issue, add them in the To: or CC: field of the email.

You can add more recipients to an existing issue by adding them as recipients to the email, you are sending.

All updates to the issue will be sent to every recipient of the previous email.

Case number

When you email us, we will create a case and assign a case number. For instance Case 123456 in the Subject line. This is the unique number for the specific case and is used to connect all communication about this issue in our systems.

Adding additional information

If you want to send additional information about the same issue, please reply to the email, without changing the Subject line.

Please remove previous communication when replying to an email. It is also not necessary to quote the previous messages, because we can see them in the case.

For a new problem, please send a separate email.

Response time

We will help as quickly as possible, usually in a few hours during normal working hours.

But, due to large variations in the number of requests and the varying complexity of resolving them, we cannot guarantee response times.

Escalation

If you have a Key Account Manager (KAM), please contact them. If you do not have a KAM, please reply to the issue and add all relevant information.

Reporting multiple problems

For the fastest response, please send separate emails for each problem.

It may result in a delay to add details about new problems into an old case. If you reply to an old issue that has been closed, we will not see the message.

Contact by phone or slack?

Unfortunately, we don't have the capacity to answer by phone. Please send all the above information by email, and we will respond as quickly as we can.

For partners at Partner Plus level or above, it may be possible to set up a Slack channel to assist with communication.

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