FinDock Support Center
Knowledge base
Our product documentation has all the details about how to set up and use FinDock.
Support policy
Our support policy describes what Service Level Agreements we adhere to when providing support.
System status
Find out if there are known disturbances of our systems and when and what maintenance is planned.
Submit ticket
If you need further assistance, please submit a support request and we will follow up with you.
API reference
A useful guide for integrating with FinDock. Also view the API guides in the Knowledge Base.
Release notes
Stay up-to-date with our releases by signing up for our release notes.
FinDock Academy
FinDock is best configured by trained and experienced consultants. Learn all about FinDock.
Frequently asked questions
What support is included?
Please refer to our Standard Service Level terms for details.
How do I get started with FinDock?
We have collected all the essential information you need to plan and install FindDock in our knowledge base.
Please begin by reading Getting started. This article covers the complete picture, from planning to final testing and roll-out of a new FinDock implementation.
Using an integration partner is highly recommended. We have many established partners to recommend.
FinDock also offers several expert consulting services to help you get maximum value out of FinDock. Contact our sales team to learn more about our partners and services.
Can I implement FinDock myself?
We constantly strive to simplify the implementation of FinDock. However, as a platform solution for managing payments across potentially many different systems, implementing FinDock requires system integration competence and solid Salesforce skills.
Using an integration partner is highly recommended. We have many established partners to recommend.
FinDock also offers several expert consulting services to help you get maximum value out of FinDock. Contact our sales team to learn more about our partners and services.
How do I migrate my data to FinDock?
To correctly import your historical data from your legacy system to FinDock you will need to take some steps and considerations.
We ahve outlined the steps in our Knowledge Base.
Which payment methods does FinDock support?
FinDock supports a wide range of national and international payment methods through several processors who maybe be Payment Service Providers (PSPs) and/or payment gateways. The overview found here explains which payment methods are available and through which processors.
How do I collect my outstanding recurring payments using FinDock?
FinDock allows you to perform bulk collection runs to collect using Direct Debit, recurring credit card, etc. In this article, we will go over this process using SEPA Direct Debit as an example.
How do I use the FinDock API?
Before you start connecting to our API please find our getting started on our docs site.
If you already have a working connection with our API but are looking for technical documentation please visit our API reference guide
If you are looking for our API v1 reverence guide please visit this page
I get an error when calling the FinDock API, now what?
There are multiple reasons why you get an error from the API. It could be that your JSON message isn’t in the right format or that you might be missing data in the message. The error should in most cases be self-explanatory but in the case that it isn’t there are more ways to debug and see what the issue is.
In the case that the error message or error code isn’t explaining what is wrong please use this documentation to help you troubleshooting.
How do I install the various FinDock packages?
To install our packages we created an installer to help and guide you through the install process.
Please visit our installer at this page: https://installer.findock.com.
If you want more information about the installer and installing FinDock packages please visit our docs: https://docs.findock.com/installing-findock-packages
A process is stuck in ProcessingHub Manager, what should I do?
In some rare occasions, it is possible that a process gets “stuck” in the ProcessingHub Manager.
I this happens in a test environment you can remove the job yourself. Follow the steps outlined in this article.
If this happens on Production you will need to submit a ticket with our support team.
We disabled the ability to remove jobs from production because (re)starting a job while the previous was removed at a certain point can lead to duplicate processes and or malformed data.
What is your release schedule?
We generally follow a 8 week release cycle, and each release has four steps as follows:
- Release notes published 4 days before release to sandboxes.
- Release to sandboxes 4 weeks before release to production.
- Release webinar on the Thursday or Friday after release to sandbox.
- Release to production.
The release cycle may vary depending on the time of year and the content of the planned release. Hotfixes may be pushed to orgs if needed between official releases.
For an overview of the upcoming releases please consult this page.
