> ## Documentation Index
> Fetch the complete documentation index at: https://rain-sandbox-trial.mintlify.site/llms.txt
> Use this file to discover all available pages before exploring further.

# Support & Escalations

> Use this guide to determine when to escalate issues to Rain Support, how to escalate and where to find reference codes for troubleshooting transactions.

When something goes wrong with a transaction, application, or account and you
can't resolve it on your own, escalate it to Rain Support directly in Slack.

## When to escalate

Escalate an issue to Rain Support when:

* A refund has been pending for more than 30 business days.
* A KYC application is stuck for more than 3 business days.
* A user reports an unauthorized transaction.
* You want to block a suspicious merchant.

## How to escalate

Use Slack and tag **@RainSupport** directly. To help the team triage faster,
include:

* **Transaction ID**
* **Last 4 digits of the card**
* **User ID** (if applicable)
* Any available evidence or error logs

## What's next

<Columns cols={2}>
  <Card title="Decline reasons" icon="circle-exclamation" href="/docs/decline-reasons">
    Look up what a transaction's declinedReason means and what to do about it.
  </Card>

  <Card title="Authorization method codes" icon="list-ol" href="/docs/list-of-authorizationmethod-codes">
    Map the authorizationMethod field on transaction webhooks to its meaning.
  </Card>

  <Card title="Handle disputes & refunds" icon="scale-balanced" href="/docs/transaction-issues-disputes">
    File a dispute, process a refund, or handle a chargeback.
  </Card>
</Columns>