Question 1

How quickly will I get a response from Chaindoc support?

Accepted Answer

Within 24 hours on business days. Most tickets actually get a reply the same day, especially if you submit before 3 PM CET. If you mark yours as critical, the team treats it as a priority and gets back to you faster. You'll get an email confirmation with a ticket number as soon as it's received.

Question 2

What should I include in a support ticket to get help fast?

Accepted Answer

Include the document or signature ID, the steps that led to the error, your browser and OS version, and a screenshot or log file if you have one. The more context you give, the fewer back-and-forth messages it takes to fix things. If you're hitting an API error, paste the response body and HTTP status code too.

Question 3

What are the available help channels?

Accepted Answer

The ticket form on this page is the fastest way to reach the team. You can also email support@chaindoc.com directly. For general, sales, or partnership questions, the contact page is a better fit. For billing or plan changes, check the pricing page first. All channels go to the same team, but the ticket form gives you a tracking number and status updates.

Question 4

What's the difference between production and sandbox?

Accepted Answer

Production handles real documents and legally binding signatures. The sandbox is a test environment where you can try API calls, signing flows, and integrations without affecting live data. Worth using before you push anything to production. You can switch between environments in your account settings, and test data never crosses over into production.

Question 5

How do I report a service outage?

Accepted Answer

Create a ticket and select critical priority. Include the timestamp, error code, browser, and any document IDs involved. The team will acknowledge the report and provide status updates as the issue gets resolved. If you're blocked on signing a time-sensitive document, mention that in the subject line so it gets flagged immediately.

Question 6

Can I get help with API integration?

Accepted Answer

Yes. Select API and integrations as the category when you create your ticket. Describe your use case and what you've tried so far. An engineer who works on the API will pick it up. Most integration questions get answered in one reply. If you're stuck on authentication or webhook setup, mention that upfront so the team can skip the basics.

Chaindoc support for e-signatures and documents

Submit an e-signature support ticket

Company address

Common questions about Chaindoc support