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.
Here are the requirements for your incident ticket
- The closest possible
datefor when the issue happened.
transaction_idfor the transaction affected. Looks like this:
a11aaaa11-a11a-1aaa-1a1a-1a11a11a1a11and identifies the payment.
- Bank used.
- Error message.
- Steps to replicate the issue - or what you were trying to do when it happened.
- Impact (how many payouts is this affecting?).
⚠️ Do not send ⚠️
- Any kind of end-user sensitive information such as pins or codes (PIIs).
access_tokens. They are exclusively yours!
- 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 raise a support ticket
To send your incident request, simply go to our Help Centre and select "Submit a request" on the top-right of the screen. That's it!