Support Overview
Creating a ticket with authID Support
Designated support contact should send an email to support@authid.ai
authID's Support Tool will:
- Automatically create a ticket
- Generate response email to submitter as shown here:
Information Needed
When creating a ticket, copy any relevant persons in your organization in the email CC, so they can be a part of the conversation. To help with issue resolution, be as detailed as possible when submitting a support ticket. Below is a list of information to provide for each service:
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.
- Occurrence of the issue (all the time, at random, or small subset)
- Transactions references (If applicable)
- Errors messages shown (if any)
- Screenshots or video of the issue (if able to provide)
- Any additional information which may be relevant
- WEB or MOBILE APP USER EXPERIENCE
- Details on the exact issue
- Transaction ID number(s)
- Error message(s) displayed (if any)
- Web Browser Used or Mobile App Version – iOS or Android
- Current behavior/expected behavior
- Time frames, when you started to notice the issue etc.
- Occurrence of the issue (all the time, at random, or small subset)
- Steps to reproduce (if available)
- Screenshots or video of the issue (if able to provide)
- Any additional information which may be relevant