Raising a Support Ticket

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

 

checkRecurso_1.png Consulting the Knowledge Base

For quick answers and general questions, go to our Knowledge Base (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.

checkRecurso_1.png Creating a Ticket

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

checkRecurso_1.png 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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