What information to include in a support request

What this guide covers

A concise, well-structured request helps support understand impact and reproduce the issue without exposing sensitive data. Work through each step in order, preserve safe reference details, and stop before repeating an action if the original result is still unclear.

Step-by-step

1. Write a specific subject that names the affected workflow and observed outcome.
2. Describe what you expected, what happened, and the exact sequence immediately before the issue.
3. Include safe reference IDs, timestamps with time zone, statuses, amounts when relevant, and browser or integration details.
4. Explain the business impact and whether the issue is ongoing, intermittent, or resolved.
5. Review every attachment and remove passwords, codes, secrets, full card numbers, bank details, and unrelated personal data.

Troubleshooting

• If a screenshot is necessary, crop it to the relevant area and mask sensitive fields.
• If several records are affected, provide a small representative set instead of an unfiltered export.
• If you already tried troubleshooting, list the steps and their outcomes.

If the result changes after a check, record what changed and the exact time. That detail is often more useful than repeating every step.

Before contacting support

Prepare the smallest set of information needed to explain the issue. Redact passwords, one-time codes, API keys, authorization headers, CVVs, full card numbers, and full bank account details.

• Account or safe reference ID
• Exact time range and time zone
• A concise impact statement

State the expected outcome, observed outcome, current impact, and whether the issue is ongoing or intermittent.