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
- The closest possible
datefor when the issue happened.
- 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 browser used.
simp_idof the payment affected (Payments API only)
task_idfor asynchronous and Batch endpoint requests.
Nice to haves
The below are not mandatory but can definitely help:
debug_idsfor 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.
X-Request-Id, if available. 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!