RRivenset Software
Support

Get product help without oversharing sensitive data.

Rivenset's support process is designed to diagnose store and workflow issues without requesting payment credentials or unnecessary customer data.

Setup step still required: support@rivensetsoftware.com is the intended public support address. Activate email routing for this address before publishing the site.

Contact

Email: support@rivensetsoftware.com

Target response: first human response within one business day, Monday–Friday, excluding published holidays. This is an internal target rather than a contractual SLA.

For DeclinePilot tickets

  1. Describe the symptom and when it occurred.
  2. Download DeclinePilot's privacy-safe support bundle.
  3. Include the payment gateway name and version if relevant.
  4. Include the high-level normalized failure category if shown.
  5. Send the WooCommerce System Status report only when requested.

Do not send

  • Card numbers or CVCs
  • API secret keys
  • Payment tokens
  • Customer passwords
  • Raw gateway/provider payloads
  • Unredacted sensitive payment logs

Security reports

For a suspected vulnerability, see the security reporting page.