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

# Support

> Get help with GBG GO by submitting a support ticket, contacting regional support teams, or checking real-time service status.

If you have any inquiries or need help troubleshooting a problem, then visit the dedicated [GBG contact page](https://www.gbgplc.com/en/contact/customer-support-enquiry/).

## Submit a ticket

GBG provides regional support options to ensure customers receive timely assistance across different geographical areas. The support ticket submission system is designed to route your inquiries to the appropriate support team based on your region.

* **EMEA Support** - Europe, Middle East, and Africa
* **Americas Support** - North and South America
* **APAC Support** - Asia-Pacific region

  <Note>
    For APAC support, you must [**Log a ticket via our portal**](https://gbgplc.atlassian.net/servicedesk/customer/portal/23).
  </Note>

## Urgent issues

For urgent issues, call the numbers on the contact website.

## Service status

Click **Check status** for real-time updates on the operational status of GBG services. You can optionally subscribe to receive notifications about service updates via email.

In the event of a GBG service or component issue, you'll receive email updates about the status of the issue, including when the issue is resolved.

## Frequently asked questions

<Accordion title="How do I manage data retention policies for a client's sensitive information?">
  Data retention is managed in the GBG GO platform settings. Set global or specific periods for different data types. Set a global retention period that applies to all data types. You can also set specific retention periods for different data categories, like personal information and identity documents. See the [settings documentation](/docs/go-v2/platform/settings/overview) for more details.
</Accordion>

<Accordion title="How do I troubleshoot authentication errors when integrating with the GBG GO API?">
  Ensure your temporary password is reset before authenticating an API. See our [authentication](/docs/go-v2/developer-integration/execute-customer-journeys/authenticate) and [error handling](/docs/go-v2/developer-integration/error-handling) documentation for more details.
</Accordion>

<Accordion title="What's the difference between identity verification and fraud prevention in GBG GO?">
  Identity verification confirms users are who they claim to be through data matching and document verification. Fraud prevention detects suspicious patterns indicating malicious intent, even with seemingly valid identities. GBG GO addresses both with various specialized modules.
</Accordion>

<Accordion title="How do I handle different user scenarios or risk levels in my verification process?">
  Implement adaptive verification with GBG GO's routing capabilities, starting with basic steps and adjusting based on risk profiles. Begin with data verification, then route users based on confidence scores. High scores for approval, medium scores for document verification, and low scores for document and biometric checks.
</Accordion>