Getting help
How to reach the Darkel team, what to include so we can help fast, and where to send each kind of question.
Stuck on something, waiting on a transfer to be credited, or hitting an error you cannot place? Here is how to get a quick answer.
How to reach us
The fastest route is the Help page in your dashboard. Pick a topic, describe the issue, and send — it reaches us right away and opens a WhatsApp chat so we can go back and forth quickly.
- Dashboard → Help — log a request and start a WhatsApp chat in one step.
- WhatsApp — usually the quickest way to get a response.
- Email & phone — the contact details are listed on the Help page.
Pick the right topic
Choosing the right topic routes your message to the right place:
| Topic | Use it for |
|---|---|
| Top-up / funding | A transfer not yet credited, payment questions |
| Billing & plans | Charges, refunds, enrolment, pricing |
| Technical issue | API errors, delivery problems, integration help |
| Account & access | Sign-in, team members, permissions, your workspace |
| Something else | Anything that does not fit the above |
What to include
A little detail up front saves a round-trip. Where relevant, include:
- Your workspace public ID (the short 8-character code in the dashboard).
- Whether you are in sandbox or live.
- For a top-up: the amount and payment reference.
- For an error: the exact message, the status code, and the time it happened.
- For a delivery problem: the recipient number and the template name you used.
Never share secrets
Do not send your full API key, passwords, or customer personal data in a support message. We never need your secret key to help — the workspace public ID is enough to find your account.
Before you ask — quick checks
- Message accepted but not delivered? Check Meta error 131042 (no payment method on your WABA) in Delivery & errors.
- Getting
403? Make sure WhatsApp is enabled for the workspace in Billing. - Getting
401? Re-check yourX-Api-Keyand that the key is not revoked. - Sandbox send rejected? Confirm the recipient is on your approved test list.
- Sending stopped suddenly? Your product may be paused for a low balance — top up to resume.