Announcing Support Guides: Your Hub For Accessing How-To Guides, Troubleshooting Tips, and FAQs

Mar 25, 2024
Highnote Team

One of the things customers love most about working with the Highnote platform is our documentation. Early on, we chose to focus on creating an exceptional developer experience with features like self-documenting GraphQL, in-line code blocks, and how-to guides. This choice grew naturally from one of our core values: a relentless customer obsession. Today, we’re thrilled to share that we’ve built a new toolset that extends our customer obsession to audiences beyond developers— Support Guides!

Now, thanks to Highnote’s support guides, teams across an organization, from finance to support to operations, can easily access information on a wide array of nontechnical topics. We’ve compiled content as a companion to our developer documentation on things like a step-by-step guide on issuing a virtual card, a glossary of terms that apply across the Highnote platform, and a cheat sheet on configuring spend rules. Empowered with the information they need at their fingertips, nontechnical teams working with Highnote’s technology can feel confident they have the most up-to-date guides on our latest systems and processes. With these guides, everyone can unlock the same standard of excellence in their payments experiences people have come to expect from companies powered by Highnote.

Here’s what else you might want to know:

Where can I find Highnote’s new support guides, and how do I navigate them?

You can access Highnote’s support guides by clicking this link. Alternatively, you can go to and navigate to the footer of the homepage. A “Support Guides” link can be found under the “Company” column. In addition, you can navigate to the “Documentation” tab in the upper right-hand corner of the homepage. The “Support Guides” link will be in the page's upper right-hand corner.

Once you’ve landed on the support guides homepage, you’ll see a few different places to navigate: The search bar allows you to pursue the guides based on a keyword or subject “Getting Started” will give you the quickest overall overview of information “Issuing” will drill down into more specific topics “Glossary” will contain explanations of all the terms non-technical teams will likely run across in our documentation In the middle of the page are our “Popular Articles”—curated guides based on our most searched subjects At the bottom of the page, you’ll find links to our developer-focused documentation and the ways to contact our support team, just in case you can’t find what you’re looking for.

How can I use Support Guides in my day-to-day work?

While our standard documentation is more useful for developers, product managers, system architects, and other technical teams, support guides will be a more useful source of information for support, finance, and operations teams. The topics are the same as those hosted on our technical developer documentation pages but with information that will be more relevant to the jobs of non-technical audiences.

The support guide site provides the following:

  • Resources to learn how to use the Highnote platform and train your teams
  • Self-service troubleshooting guides
  • Answers to frequently asked questions

As a result, users with different technical levels will be empowered to troubleshoot and solve inquiries independently and quickly while gaining access to convenient answers to their questions.

How do I know the information is accurate and up-to-date?

We’ve implemented a robust process to update our guides regularly, eliminating manual auditing and ensuring our knowledge base is maintained as it grows and expands. Some of the methods we use to maintain that process are:

  • A comprehensive content management and support optimization system that incorporates an article verification mechanism for accuracy and regular reviews, an automated ticket analysis feature for identifying common support challenges, and advanced reporting and metrics dashboards for evaluating the impact of support guides and integrating insights from support ticketing into guide updates
  • Embedded workflows for the support team to easily submit feedback for article updates
  • Integrated user feedback: You can vote on articles and provide feedback directly to the Highnote team

Customers who use our support guides can have peace of mind knowing what they read is always the most up-to-date version of our processes and policies.

Unleashing companywide excellence

Highnote customers are forerunners in payment technology innovation, but it takes more than great technology teams and resources to build a company that revolutionizes payments. With access to Highnote’s support guides, the most innovative fintech companies on the planet can deliver the highest standard experience possible, with every team playing a part in the development of a world-changing company. If you think you’re such a company and are looking for the ideal partner to unlock the power of your entire team, contact our sales team today.

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