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 days
of 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​
Emergency - Downtime (excluding ID API Queried Database Unavailable) or integration blocker
Issue - An unexpected or incorrect result
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 ​