# Developer Help Center

If you are experiencing issues, please follow the triage steps below to resolve them quickly.

## 🟢 1. System Status

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

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

> **Tip:** You can subscribe to updates on the Status Page to get notified immediately about maintenance windows or incidents.


## 🛠️ 2. Environments & URLs

Please ensure your configuration matches the table below.

| 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` |


### 🧪 Sandbox Funding & Test Data

Unlike Production, the Sandbox environment is isolated and does not connect to real payment networks (like SWIFT or SEPA).

How to top up Sandbox accounts
There is currently no public simulation endpoint to trigger inbound payments or "top up" your Sandbox account balance programmatically.

To get **test money** on your Sandbox account, please **consult your Partner Manager**. They will assist you with the necessary manual steps to fund your test accounts.

## 🔍 3. Common Integration Issues

### 🔴 401 Unauthorized

* **IP Whitelisting:** Your request might be blocked by our firewall. Ensure your Production IP addresses have been whitelisted by the Onboarding Team.
* **Wrong Environment:** Check the table above. Are you using a Sandbox token on the Production URL?
* **Token Expiry:** Bearer tokens are valid for **1 hour**. Ensure your system refreshes the token automatically.


### 🔴 403 Forbidden

* **Missing Endpoint Policy:** This usually means your Partner account has not been granted the specific role or permission to access this endpoint.
* **Action:** Please contact your **Partner Manager** to request access.


### 🔴 Webhook Failures

* **Timeout:** Your endpoint must respond with a `200-299` status code. Any response code not listed above will place the webhook notification into a retry loop. The Solaris webhook service keeps track of the number of retries using a header; with each failed delivery, it will increase the count.
* **Retries:** We use exponential backoff. If your system was down, we will keep retrying for up to 7 days.


## 🔒 4. Security & Compliance

For due diligence, audits, or legal verification, please refer to our official documentation:

* **Banking Licenses:** [View our Licenses (CRR)](https://www.solarisgroup.com/en/license/)
* **Security Standards:** [Information Security & Data Protection](https://www.solarisgroup.com/en/security/)
* **Whistleblowing:** [Report a compliance concern](https://solaris.whispli.com/lp/speakup?locale=en#refresh)


## 📮 5. Contact Support

### Phase 1: Integration & Onboarding

* **Who to contact:** The **Onboarding Team**.
* **When:** You are currently integrating Solaris products or testing in Sandbox.


### Phase 2: Live Operations

* **Who to contact:** The **Incident Management Team**.
* **When:** You are live in Production and experiencing a critical bug, outage, or payment failure.
* **Note:** For new feature requests or commercial topics (e.g., 403 Errors), please contact your **Partner Manager**.


### 📋 Technical Issue Template

*Please include the following 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)
```

### 🚨 Need to 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/)**