Contact Us

For any queries or issues, please contact: support@smileidentity.com.
support@smileidentity.com

Smile Identity support hours are between 06:00 and 15:00 (GMT) Monday to Friday.

Weekdays

Saturday

Sunday

Response time

06:00-15:00 (GMT)

-

-

12 hours

Email support@smileidentity.com and one of our partner success engineers will get back to you within 1 ½ working daysof your message.

Our Support Desk cannot be reached on weekends.

Make sure to refer to the documentation before contacting support.

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In the case of emergencies please contact emergencies@smileidentity.com and our engineers will get back to you within 2 hrs. Our emergency mailbox is covered as follows:

Weekdays

Saturday

Sunday

Response time

06:00-15:00 (GMT)

06:00-15:00 (GMT)

06:00-15:00 (GMT)

2 hours

ID Authority downtime can be tracked via the portal in the ID status page

Support Definitions

Emergency - Downtime (excluding ID API Queried Database Unavailable) or integration blocker

Issue - An unexpected or incorrect result

Best Practices

Help Us to Help You

For our team to best solve your concern, always include your partner ID. Include a job number and the environmentwhere applicable. If available, include any messaging/logs.

For your ease, Smile Identity provides an issue report form that can be submitted to our partner success team. Report an issue here