What to send on an incident ticket?

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

1. Your client_id
2. The closest possible time and date for when the issue happened.
3. Error message.
4. Steps to replicate the issue - or what you were trying to do when it happened. Include here the endpoint you called, parameters, etc.
5. Device and browser used.
6. simp_idof the payment affected (Payments API only)
7. task_idfor asynchronous and Batch endpoint requests.

Nice to haves

The below are not mandatory but can definitely help:

1. debug_ids for the accounts affected. Here's how you submit an access token for debugging.
2. Screenshots, where relevant. Important: blur or cut out any piece of sensitive information.
3. The X-Request-Id, if available. It looks like this: c39df0fb-a684-447c-9fbc-3f24c288f608
4. refresh_token if the issue is related to refreshing. 

⚠️ Do not send ⚠️

1. Any kind of end-user sensitive information such as sort codes, account numbers, passwords or pins.
2. Any access_tokens. They are exclusively yours! We only ask for debug_id.
3. Your client_secret.
4. 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!