Support

Integration help

partners@goorder.com — questions while building, sandbox problems, rate-limit and scope requests, going live.

Production incident

Orders failing or webhooks not arriving? Email partners@goorder.com with the subject “URGENT — YOUR COMPANY NAME” and the request_id values. Include UTC timestamps.

Include these in every request

Fast answers need facts. Please send:

1. Your company name and the environment (sandbox or live)
2. The request_id from the error body or the X-Request-Id header — it lets us find the exact request in our logs
3. The order id (and your own reference) if the question is about an order
4. What you expected and what happened, with UTC timestamps
5. Never send your full API key. The first 16 characters (gok_live_xxxxxxxx) are enough for us to identify it.

Before you write

• Errors — most 4xx responses explain themselves
• Webhooks — signature failures are almost always a re-serialised body
• Going live — the checklist
• GET /ping — confirms your key, environment, scopes and rate limit in one call

Order problems from a customer’s point of view

For a specific order that went wrong (cold food, missing item, refund), the customer-facing process is handled by GoOrder support. Give them the order number (order_number) — they can see everything on their side.