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Support Tools

Aptoide Connect provides a set of tools designed to help you resolve questions, troubleshoot integrations, and reach our team quickly. Whether you need a self-service answer, a deep technical inspection of your Billing SDK integration, or direct contact with our Support team, there is a dedicated tool for the job.

You can access our support tools across Aptoide Connect's Portal, Consoles, and Documentation through the Connectoide icon, located in either the top-right or bottom-right corner of the page. Some tools, namely the Billing SDK Log Analyzer and the Billing SDK Transaction Analyzer, are only available through the Developer Console.

Connectoide​

Connectoide is our AI-powered support agent, built to answer questions about Aptoide Connect, our Consoles, and our Billing SDK without you having to leave the page you are on.

You can use Connectoide to:

  • Get instant answers about Aptoide Connect features, processes, and requirements.
  • Find the right documentation page for what you are trying to do.
  • Understand error messages, integration steps, and expected behaviors.
  • Launch the Billing SDK Log Analyzer and Billing SDK Transaction Analyzer (described below).

To open Connectoide, click its icon on any Aptoide Connect Portal, Console, or Documentation page. It is available on every page, so you can ask questions in context of where you are working.

Connectoide chat widget open on an Aptoide Connect page
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Connectoide is the fastest way to get an answer to most integration and Console questions.

Contact Support​

When Connectoide cannot resolve your issue, or when you need to reach a human, you can open a support ticket directly with our team.

Open a Support Ticket from Connectoide​

You can open a support ticket directly from the Connectoide widget, without leaving the page you are on:

  1. Open Connectoide.
  2. Click the three-dot menu in the top-right corner of the widget.
  3. Select Contact Support.
Connectoide three-dot menu showing Contact Support, Billing SDK Log Analyzer, and Billing SDK Transaction Analyzer options

A Contact Support modal will open, where you can submit your ticket.

Contact Support modal with Topic, Subject, Message, and Attachments fields

The form includes:

  • Topic — pick the category that best matches your request (defaults to General Question).
  • Subject — a short summary of the issue.
  • Message — the full description of your request.
  • Attachments — optional files such as logs, screenshots, or PDFs. Supported formats: PNG, JPG, PDF. You can attach up to 5 files, 10 MB each.

If you are not logged in, the form will also ask for your name and email address so our team can reply to you.

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Our support team replies in English. For the fastest response, please write your message in English.

Once you click Send ticket, our Support team will follow up by email.

Billing SDK Log Analyzer​

The Billing SDK Log Analyzer helps you quickly identify issues in your Aptoide Android Billing SDK integration by analysing your Billing SDK log files.

Use it when:

  • You are integrating the Billing SDK for the first time and want to validate the flow end-to-end.
  • A purchase is failing and you want to know where in the flow it broke.
  • You want to confirm that critical steps such as consume and server-side validation are being executed correctly.

Using the Log Analyzer​

  1. Reproduce the issue in your app while collecting Billing SDK logs, and save them as a .txt or .log file.
  2. Open Connectoide in the Developer Console.
  3. Click the three-dot menu in the top-right corner of the widget and select Billing SDK Log Analyzer.
  4. Click Upload log file (.txt or .log) and select your file.
  5. Review the analysis returned by the Log Analyzer.
Billing SDK Log Analyzer in Connectoide showing the analysis of an uploaded log file
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Run the Log Analyzer early during development and QA. Catching missing consume calls or skipped server-side validation before launch avoids automatic refunds and revenue loss. See the Required Tests & Checklist for context.

Billing SDK Transaction Analyzer​

The Billing SDK Transaction Analyzer lets you inspect the real status of a specific transaction in our system and understand where a potential failure occurred.

Use it when:

  • A user reports a purchase that completed in your app but did not deliver the product, or the other way around.
  • You see a transaction stuck in pending state.
  • You want to confirm whether a transaction was validated, delivered, or consumed.

Using the Transaction Analyzer​

  1. Collect the Transaction UID, TxID, or Purchase UID related to the case.
  2. Open Connectoide in the Developer Console.
  3. Click the three-dot menu in the top-right corner of the widget and select Billing SDK Transaction Analyzer.
  4. Paste the identifier into the input field and submit.
  5. Review the analysis returned by the Transaction Analyzer.
Billing SDK Transaction Analyzer in Connectoide showing the status of a specific transaction
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If a purchase is not consumed within 48 hours, Aptoide will automatically refund the user. Use the Transaction Analyzer to spot stuck transactions before they hit this window.

For more on integrating and testing the Aptoide Android Billing SDK, see the Aptoide Android Billing SDK documentation and the Required Tests & Checklist.