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
Here are the requirements for your incident ticket
- Your
client_id
- The closest possible
time
anddate
for when the issue happened. - 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 browser used.
simp_id
of the payment affected (Payments API only)task_id
for asynchronous and Batch endpoint requests.
Nice to haves
The below are not mandatory but can definitely help:
debug_ids
for the accounts affected. Here's how you submit an access token for debugging.- Screenshots, where relevant. Important: blur or cut out any piece of sensitive information.
- The
X-Request-Id
, if available. It looks like this:c39df0fb-a684-447c-9fbc-3f24c288f608
refresh_token
if the issue is related to refreshing.
⚠️ Do not send ⚠️
- 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
. - Your
client_secret
. - 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 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!
Comments
0 comments
Article is closed for comments.