Support

Channels

Channel	Use for
Email: access@randaverify.com	Integration questions, account changes, billing
Email: helpdesk@nimc.gov.ng	Issues with NIMC’s data quality (only when our diagnostics suggest the issue is upstream)
Phone: 0700-CALL-NIMC	NIMC customer service (general identity-card questions, not API integration)

For incidents impacting verification availability, RandaVerify Operations will reach out by email within 30 minutes of detection.

Response-time SLA

Targets below are measured from the moment your email is received to the moment our first human reply lands in your inbox. Resolution targets are best-effort and depend on whether the root cause is on our side or NIMC’s.

Severity	Definition	First response	Resolution target	Hours
S1: Critical	The API is unavailable, or all verifications are failing across our customer base	30 min	4 hours	24 × 7
S2: High	One verification endpoint is degraded (elevated 5xx, persistent timeouts), or a single customer’s verifications are all failing	2 hours	Next business day	24 × 7
S3: Medium	A specific verification record is wrong / missing fields, integration question, billing issue	1 business day	3 business days	Business hours
S4: Low	Documentation question, feature request, account change request	2 business days	Best-effort	Business hours

Business hours: Mon–Fri, 09:00 – 18:00 WAT (UTC+1). S1 and S2 incidents are paged out-of-hours; S3 and S4 receive an automated acknowledgement after-hours and a human reply on the next business day.

S1 and S2 self-detection: our internal monitor pings the production API every 60 seconds. If it sees consecutive failures, you’ll typically hear from us before you have to email, see the line above about the 30-minute outreach window.

Including the right info

When you report a problem, please paste:

1. The reference_id of the affected verification (if applicable).
2. The exact endpoint you called and the HTTP method.
3. The full HTTP status code and detail field from the error response.
4. The approximate time (UTC) the call was made.
5. Your org slug.

Do not include the NIN, phone number, or selfie image in plain text, describe the request structure instead. We can pull the encrypted record from our logs using the reference_id.

Account changes

• Adding or removing users on your org → ask your designated platform admin first; they can do this from the portal.
• Changing your billing email → email support with the request from your existing billing email.
• Re-issuing a forgotten password for an integrator account → use POST /forgot-password first; if that does not arrive, contact support.