# Developer Help Center

Follow these triage steps to resolve integration issues quickly.

## System status

Before debugging your code, verify if the Solaris platform is operating normally.

[**View System Status Page ↗**](https://status.solarisgroup.com/)

Tip
Subscribe to updates on the Status Page to receive immediate notifications about maintenance windows or incidents.

## Environments

Ensure your configuration matches the correct environment URLs.

| Environment | Base API URL | Authentication URL |
|  --- | --- | --- |
| **Sandbox** | `https://api.solaris-sandbox.de` | `https://auth.solaris-sandbox.de` |
| **Production** | `https://api.solarisbank.de` | `https://auth.solarisbank.de` |


How to top up Sandbox accounts
Solaris does not provide a public simulation endpoint to trigger inbound payments or top up account balances programmatically.

To fund your Sandbox accounts, **contact your Partner Manager**. They will assist you with the necessary manual steps.

## Troubleshooting

Common HTTP error codes and their solutions.

details
summary
strong
401 Unauthorized
br
strong
Authentication failed.
ul
li
strong
IP Allowlist:
 The firewall may block your request. Ensure your Production IP addresses are allowlisted by the Onboarding Team.
li
strong
Wrong Environment:
 Check the table above. Ensure you are not using a Sandbox token on the Production URL.
li
strong
Token Expiry:
 Bearer tokens are valid for 
strong
1 hour
. Ensure your system refreshes the token automatically.
details
summary
strong
403 Forbidden
br
strong
Access denied.
ul
li
strong
Missing Permission:
 Your Partner account lacks the specific role or permission to access this endpoint.
li
strong
Action:
 Contact your 
strong
Partner Manager
 to request access.
details
summary
strong
429 Too Many Requests
br
strong
Rate limit exceeded.
ul
li
strong
Concurrency Limit:
 You are allowed a maximum of 
strong
255 concurrent API calls
. Exceeding this will block new requests.
li
strong
SMS Limit:
 You are limited to 
strong
60 SMS messages
 per recipient per hour.
details
summary
strong
Timeouts (Idle Connections)
br
strong
Connection dropped.
ul
li
strong
Idle Timeout:
 The API drops connections that are idle for more than 
strong
150 seconds
.
li
strong
Action:
 If you receive a timeout, verify if the action was completed on the Solaris side before retrying to avoid duplicate transactions.
details
summary
strong
Webhook Failures
br
strong
Notification delivery failed.
ul
li
strong
Timeout:
 Your endpoint must respond with a 
code
200-299
 status code. Solaris treats any other response code as a failure and retries the notification.
li
strong
Retries:
 We use exponential backoff. If your system is down, we retry delivery for up to 7 days.
## Contact support

Select the correct channel based on your integration stage.

Integration Phase
**Contact:** The **Onboarding Team**.
**When:** You are integrating Solaris products or testing in Sandbox.

Live Operations
**Contact:** The **Incident Management Team**.
**When:** You are live in Production and experiencing a critical bug, outage, or payment failure.

Commercial Requests
For new feature requests or commercial topics (e.g., resolving 403 Forbidden errors), contact your **Partner Manager**.

### Technical issue template

Include these details in your ticket to speed up resolution.


```text
1. Environment: (Sandbox / Production)
2. Affected Endpoint: (e.g., POST /v1/persons)
3. Error ID: (The "id" field found inside the JSON error response body)
4. Timestamp (UTC): YYYY-MM-DD HH:MM
5. Error Message: (Copy the full JSON error body)
6. Description: (Briefly describe what you expected vs. what happened)
```

### Report fraud

If you suspect a fraudulent transaction or a compromised account, do not email Support.

**[Report Fraud Immediately ↗](https://www.solarisgroup.com/de/security/)**

## Security and compliance

Official documentation for due diligence and legal verification.

Licenses & security
Review our banking licenses and active certifications, including PCI DSS 4.0, ISO/IEC 27001, and DORA.

Security standards
Information Security & Data Protection policies.

Whistleblowing
Report a compliance concern anonymously.