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Requesting Support

If you encounter an error or a potential bug on OpenAPI, please contact us at OpenApiSupport@saxobank.com to receive support.

Before reporting an error, please make consider whether the unexpected behavior could be caused by Saxo's system being unavailable due to maintenance. Please see System Maintenance for information about service availability.

Your request should include as much as possible of the information listed below in order for us to assist you in the best possible way.

  1. Description of the issue
    • I want to do ..., so I requested ..., and I expect to get ..., but instead, I got ...

  2. The details of the request 
    • The uri, method and request body
    • The time down to second of when you send the request to OpenAPI
    • The login UserID / ClientID
      You may login with the top level client and request OpenAPI for an end client. So tell us the top level ClientID here
    • Which client were you requesting for
      You may login with the top level client and request OpenAPI for an end client. So tell us the ClientID of the end client. If relevant, please include the AccountId as well.

  3. The details of the response
    • The response body and response code
    • The time when you receive the response
    • The X-Correlation in the Header of the response

Especially the X-Correlation value is extremely important for us to locate your request, which is the first step of the troubleshoot. It can be treated as an identifier of the request handled by SAXO.

A requester can identify whether the request has reached SAXO by this header as it is SAXO who adds this header in the response.

OpenAPI users should log the X-Correlation for each request/response.