What to send on a support ticket for the Payments API?

A little context

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

1. Your client_id
2. The closest possible time and date for when the issue happened (in GMT)
3. Bank used.
4. Error message.
5. Steps to replicate the issue - or what you were trying to do when it happened. 
6. Simp_id for the payment affected. Looks like this: a11aaaa11-a11a-1aaa-1a1a-1a11a11a1a11and identifies the payment.
7. Status of the payment in question

Nice to haves

The below are not mandatory but can definitely help:

1. Device and browser used.
2. Screenshots and/or screen-recordings, where relevant. Important: blur or cut any sensitive information.

⚠️ Do not send ⚠

1. Any kind of end-user sensitive information such as pins or codes.
2. Any access_tokens. They are exclusively yours!
3. Your client_secret.
4. 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.

Steps to follow

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!