What should I include in a support ticket for the Data product?

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.

What to include

1. Your Live environment client_id: you can find this under Settings in your Console
2. The closest possible time and date for when the issue happened (in GMT) - please stick on 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
3. The x-tl-correlation-Id for the request, if available. You can find it in the header of the response, see more here. It looks like this: c39df0fb-a684-447c-9fbc-3f24c288f608
4. If authentication is unsuccessful: session_ids for the users affected. Check here how to get a session_id
5. If authentication has been successful: debug_ids and credentials_idsfor the accounts affected. Here's how you submit an access token for debugging (please follow the same format as shown in the instructions).
6. Error message
7. Steps to replicate the issue - or what you were trying to do when it happened. Include here the endpoint you called, parameters, etc.
8. Device and/or browser used
9. task_idfor asynchronous and Batch endpoint requests

Nice to include

Screenshots and/or screen-recordings, where relevant, are non-mandatory but can definitely help. Important: blur or cut out any piece of sensitive information.

⚠️ Do not include ⚠️

1. Any kind of end-user sensitive information such as sort codes, account numbers, IBANs, passwords or PINs
2. Any access_tokens. They are exclusively yours! We only ask for debug_id
3. client_secret
4. Screenshots or video recordings containing end-users information such as the ones on point #1 or balance, etc.
5. refresh_token if the issue is related to refreshing

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

Where to raise a support ticket

Please submit your request on our Help Centre here.