Contact
General support
Email: support@migopaymentssupport.zendesk.com
Emails sent to this address open a ticket automatically in our Zendesk support workspace, where the support team triages and tracks resolution.
Expected response time: 1 business day for standard tickets, faster for high-severity production issues.
Security issues
Email: soporte@migopayments.com
For:
- Suspected credential leak
- Vulnerability disclosure
- Unusual activity on an account
Do not publish security reports publicly before coordinated disclosure. We respect responsible disclosure and offer bug bounties for validated findings.
Sales & partnerships
Email: sales@migopayments.com
For:
- New integrations
- Partner onboarding
- Pricing questions
New client onboarding to production
All new clients must complete the following certification steps before going live.
1. Initial contact
- Primary PM: amchacon@migopayments.com
- Required CC: ecastillo@migopayments.com
- All production requests must be initiated through this channel.
2. Certification documentation
- The client receives the certification form.
- It must be completed in full with all required information.
3. Technical validation
- The PM and the technical team review the submission.
- Approval is required before production access is granted.
4. Post-certification process
Upon successful completion:
- Credentials issued — production API keys, access credentials, and environment details.
- Go-live authorization — official approval notification and support handoff to the operations team.
Contact points
| Role | Contact |
|---|---|
| Project Manager | amchacon@migopayments.com |
| Product Owner | ecastillo@migopayments.com |
Allow 3–5 business days for certification processing after the complete documentation is submitted.
What to include in a support ticket
For fastest triage, include:
- Environment — QA or production
X-Trace-Idfrom the failing response- Full request — URL, method, headers (redact the Bearer token), body (redact PAN / CVV)
- Full response — status code, headers, body
- Timestamp — in UTC
- Your
applicationId— so Migo can look up your account - Steps to reproduce — if the issue is reproducible
Severity levels
| Severity | Definition | Target response |
|---|---|---|
| P1 | Production outage — no transactions succeeding | 1 hour |
| P2 | Major degradation — > 10% error rate | 4 hours |
| P3 | Non-blocking — workaround exists | 1 business day |
| P4 | Informational / feature request | 5 business days |
For P1 / P2, include your Migo account manager's contact so they can escalate internally.
Status page
Subscribe for real-time incident updates: https://status.migopayments.com (coming soon).
GitHub
For access to Migo's published SDKs and any open-source repositories, ask your Migo account manager for the current GitHub links.