Contact options
Partnership inquiries
Contact partnerships@ratiofx.com for commercial questions, corridor access requests, LP onboarding, and general partnership matters.
Technical support
Contact support@ratiofx.com for API integration issues, sandbox problems, and production incidents.
Account manager
Every onboarded partner has a dedicated account manager as their primary point of contact. Reach them directly for configuration changes and day-to-day queries.
Website
Visit ratiofx.com for general information about the Ratio platform.
Reporting an issue
When you report a technical issue, include the following details so the team can investigate quickly:The
meta.request_id in every error response is the most important field for support escalation. It allows the Ratio team to trace the full request lifecycle on the backend. Always include it.Production incidents
During the hypercare period (first 30 days after going live), escalation contacts are exchanged for incident response. For production outages or settlement failures:- Use the escalation path provided during your onboarding.
- Include your
meta.request_id, corridor, and a description of the impact. - For critical settlement issues, escalate directly to your account manager.
Checking system status
Before raising a support request, check whether the issue is a known platform event. CallGET /v1/corridors to see the current risk state and allowed trade directions for each corridor.
A corridor in HALT or degraded state may explain unexpected quote failures or restricted trade directions. See Risk Management for how circuit breakers work.