Documentation Index
Fetch the complete documentation index at: https://docs.ratiofx.com/llms.txt
Use this file to discover all available pages before exploring further.
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:| Field | What to provide |
|---|---|
| Request ID | The request_id value from the error response body |
| Partner ID | Your X-Partner-ID header value |
| Timestamp | When the issue occurred (ISO 8601 format) |
| Endpoint | Which API endpoint was called (e.g., POST /v1/swaps) |
| Corridor | The source and destination currency pair |
| Environment | Sandbox or production |
| Request body | The full request payload (redact any sensitive data) |
| Response | The full error response received |
| Steps to reproduce | What you did before the error appeared |
The
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
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. Query the system state endpoint to see the current operating status per corridor, including oracle health and available trade directions:HALT or degraded state may explain unexpected quote failures or restricted trade directions. See Risk Management for how circuit breakers work.