> ## Documentation Index
> Fetch the complete documentation index at: https://docs.heydollr.app/llms.txt
> Use this file to discover all available pages before exploring further.

# Status & Incidents

> Monitor API health, transaction status, and how Dollr communicates incidents to developers.

## Transaction-level status (your integration)

Dollr does not replace per-payment polling with a single global “API up” flag for your checkout flow. Use the **Status API** for each transaction:

| Operation                | Poll execution status                      |
| ------------------------ | ------------------------------------------ |
| Collection               | `GET /v1/status/collection/{reference_id}` |
| Payout                   | `GET /v1/status/payout/{reference_id}`     |
| Transfer                 | `GET /v1/status/transfer/{reference_id}`   |
| Refund                   | `GET /v1/status/refund/{reference_id}`     |
| Invoice / order document | `GET /v1/status/source` (source lifecycle) |

Guide: [Transaction Status](/api/status) · [API Reference](/api-reference/status/get-collection-status)

**Two status models** — Execution status (funds movement) and source status (`IDLE` → `PAID` on invoices/orders) are different. Do not treat `PROCESSING` on an execution as a failed invoice.

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## Realtime updates (optional)

For active checkout sessions, generate a [Realtime Key](/api/realtime-keys) to subscribe to push events instead of polling. Keys are short-lived; refresh per session.

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## Platform & API availability

| Channel                                             | Use for                                                   |
| --------------------------------------------------- | --------------------------------------------------------- |
| [Merchant Dashboard](https://merchant.heydollr.app) | Account alerts, maintenance notices, support tickets      |
| [Help Center](https://dollr.tawk.help)              | Known issues, integration FAQs, procedural updates        |
| [dev@heydollr.app](mailto:dev@heydollr.app)         | Confirmed outages, prolonged `5xx`, or data discrepancies |

If Dollr publishes a public status page for the API platform, it will be linked from the dashboard and Help Center. Subscribe there for incident start/resolution notifications.

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## What to do during an incident

1. **Confirm scope** — Is the failure isolated to one `method`/market or all API calls?
2. **Check auth** — Rule out expired tokens (`401`) before assuming platform outage.
3. **Stop blind retries** — Use existing `reference_id` and status endpoints before re-executing.
4. **Capture evidence** — Timestamp (UTC), endpoint, `reference_id`, response bodies.
5. **Contact support** — Email [dev@heydollr.app](mailto:dev@heydollr.app) with the checklist in [Error catalog](/reference/error-catalog).

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## Post-incident

After recovery, reconcile any payments left in `PROCESSING` by polling status with the original `reference_id`. Do not issue duplicate executions for the same customer charge without verifying the first attempt failed.

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## Related

* [Error Handling](/guides/error-handling)
* [Support](/reference/support)