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.
Must haves
Here are the requirements for your incident ticket:
- Your Live environment
client_id
: you can find this under Settings in your Console - The
tl-trace-Id
for the request. You can find it in the header of the response. It looks like this:c39df0fb-a684-447c-9fbc-3f24c288f608
- Error message
- Steps to replicate the issue - or what you were trying to do when it happened. Include here the
endpoint
you called, parameters, etc.
Nice to haves
The below are not mandatory but can definitely help:
- Screenshots and/or screen-recordings, where relevant. Important: blur or cut out any piece of sensitive information.
- The closest possible
time
anddate
for when the issue happened (in UTC) - please stick to when the issue happened and do not submit timestamps related to when you have raised the ticket or the issue was raised by the end-user. - Device and/or browser used.
⚠️ Do not send ⚠️
- Any kind of end-user sensitive information such as sort codes, account numbers, IBANs, passwords or PINs
- Any
access_token
s. They are exclusively yours! client_secret
- Screenshots or video recordings containing end-users information such as the ones on point #1 or balance, etc.
Any sensitive information shared through our ticketing system channel represents a security threat.
Sending Support Request
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!
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