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
- Your Live environment
client_id: you can find this under Settings in your Console
- The closest possible
datefor 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
- If authentication is unsuccessful:
session_idsfor the users affected. Check here how to get a
- If authentication has been successful:
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).
- Error message
- Steps to replicate the issue - or what you were trying to do when it happened. Include here the
endpointyou called, parameters, etc.
- Device and/or browser used
task_idfor asynchronous and Batch endpoint requests
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.
x-tl-correlation-Id, if available. You can find it in the header of the response, instructions here. It looks like this:
⚠️ Do not send ⚠️
- Any kind of end-user sensitive information such as sort codes, account numbers, IBANs, passwords or PINs
access_tokens. They are exclusively yours! We only ask for
- Screenshots or video recordings containing end-users information such as the ones on point #1 or balance, etc.
refresh_tokenif the issue is related to refreshing
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!