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
- Your Live environment
client_id
- The closest possible
time
anddate
for when the issue happened (in GMT) - The bank
- The error message
- Steps to replicate the issue - or what you were trying to do when it happened.
- The unique ID for the transaction affected:
transaction_id
orpayment-id
. Looks like this:a11aaaa11-a11a-1aaa-1a1a-1a11a11a1a11
and you can find it in your Console's payment dashboard. - Status of the payment(s) in question
- Impact (how many payments is this affecting?)
Nice to haves
The below are not mandatory but can definitely help:
- Device and browser used.
- Screenshots and/or screen-recordings, when relevant.
Important: blur or cut any sensitive or irrelevant information in any visual provided.
⚠️ Do not send ⚠️
- Any kind of end-user sensitive information such as pins or codes
- Any
access_token
. They are exclusively yours! - Your
client_secret
- Screenshots or video recordings containing end-users information such as the ones on point #1 or the 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 Support Portal and select "Submit a request" on the top-right of the screen. That's it!
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