Raising a Support Ticket

This article is intended to inform and instruct you on best practices for using Jumio Support to resolving potential issues as effectively as possible.

For quick answers and general questions, go to our Knowledge Base at https://support.jumio.com/hc/en-us (where you are reading this currently). The Knowledge Base hosts a variety of topics across of the product offering we have, 

You’ll need to sign-up/login with your company domain to have access to all available articles.

If you have a bug or issue that cannot be found in the Knowledge Base, create a ticket with Jumio Support (support@jumio.com or https://support.jumio.com).

When creating a ticket, include all relevant people in CC to have them on the ticket so they can be a part of the conversation.

Bugs and Issues

Be as detailed as possible when submitting a support ticket. This reduces the back and forth and allows for faster resolution of issues.

Here is a list of points to follow for each implementation:

API 

  • API Request (please send us the exact request that is sent to our API)
    • Include the API Endpoint, Method, Headers, Parameters, body etc
    • Please ensure to remove the API credentials ( API Token & Secret) 
  • API Response (HTTP Status Code & body) 
  • Time frames, when you started to notice the issue etc
  • The occurrence of the issue (all the time, at random, or small subset)
  • Transactions references (At least 2)
  • Errors messages shown (if any)
  • Screenshots or video of the issue (if able to provide)
  • Any additional information which may be relevant

Web

  • Details on the exact issue
  • Current behavior/ expected behavior
  • Time frames, when you started to notice the issue etc
  • The occurrence of the issue (all the time, at random, or small subset)
  • Steps to reproduce (if available)
  • Transactions references (if available)
  • Errors messages shown (if any)
  • Screenshots or video of the issue (if able to provide)
  • Any additional information which may be relevant

SDK

  • SDK version 
  • Devices, affected and/or tested on
  • Time frames, when you started to notice the issue etc
  • The occurrence of the issue (all the time, at random, or small subset)
  • Steps to reproduce (if available)
  • Transactions references (if available)
  • Errors messages shown (if any)
  • Crash logs (if available)
  • Screenshots or video of the issue (if able to provide)
  • Any additional information which may be relevant

 

Escalation

If you require escalation, you can reach out to your Jumio account manager after a ticket has already been submitted with Support.

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