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Support Overview

Creating a ticket with authID Support​

  1. Designated support contact should send an email to support@authid.ai

  2. 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