What to send on a support tickets for the Variable Recurring Payments (VRP) API?

Our Help Centre and official Documentation pages can be a huge help if you are integrating, testing our APIs or facing issues. However, fear not: we are also here to assist you!

In order to provide the best support we can, we would like as many details as possible of the situation you are facing. Have a look below at the best practices for sending your support ticket.

1. Your Live environmentclient_id 
2. The closest possibletimeanddatefor when the issue happened (in GMT)
3. The bank
4. The error message
5. Steps to replicate the issue - or what you were trying to do when it happened.
6. trace_id for the mandate or payment affected. Looks like this:a11aaaa11-a11a-1aaa-1a1a-1a11a11a1a11and it is the unique identifier of the mandate/payment
7. Status of the mandate(s) / payment(s) in question
8. Impact (how many mandates/payments is this affecting?)

Note:
trace_id identifies the specific request you've made and it corresponds to a specific payment.
mandate_ids have by nature multiple trace_id - we advise providing both if possible.
You can learn more about this in our dedicated documentation.

Nice to haves

The below are not mandatory but can definitely help:

1. Device and browser used.
2. Screenshots and/or screen recordings, when relevant.
   Important: blur or cut any sensitive or irrelevant information in any visual provided.

⚠️Do not send⚠️

1. Any kind of end-user sensitive information such as pins or codes
2. Anyaccess_token. They are exclusively yours!
3. Yourclient_secret
4. Screenshots or video recordings containing end-user's information such as the ones on point #1 or the balance, etc

Any sensitive information shared through our ticketing system channel represents a security threat.

To send your incident request, simply go to our Support Portal and select "Submit a request" on the top-right of the screen. That's it!