> ## Documentation Index
> Fetch the complete documentation index at: https://docs.sarafa.ss/llms.txt
> Use this file to discover all available pages before exploring further.

# Help

> How to get help with Sarafa.

Use this page when you need help with account access, payments, transfers, cards, shops, paylinks, or the Merchant API.

## Before you contact support

Have these details ready:

* The email address on your Sarafa account.
* The transaction reference, payment link, shop order, or API request reference.
* The amount, currency, and date of the action.
* A short description of what you expected and what happened.

Do not send passwords, full card details, or secret API keys.

## Common issues

### I cannot sign in

Use the reset password flow from the sign-in page. If your email or phone number changed, contact support from the email address attached to your account.

### A transaction is pending

Some payments and transfers need extra processing time. Open **Transactions**, find the reference, and check the current status before retrying.

### I sent money to the wrong recipient

Contact support immediately with the transaction reference. Transfers may not be reversible after they are completed.

### My API request failed

Check that your request includes `x-api-key`, the correct environment, a unique reference, and the required request body fields.