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
- Your Live environment
client_id
: you can find this under Settings in your Console - The closest possible
time
anddate
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 - 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
- If authentication is unsuccessful:
session_ids
for the users affected. Check here how to get asession_id
- If authentication has been successful:
debug_ids
andcredentials_ids
for the accounts affected. Here's how you submit an access token for debugging (please follow the same format as shown in the instructions). - 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. - Device and/or browser used
-
task_id
for 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 ⚠️
- 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! We only ask fordebug_id
client_secret
- Screenshots or video recordings containing end-users information such as the ones on point #1 or balance, etc.
-
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.