Creating a support ticket

Preliminary steps

• Identify the issue: item status, payment.
• Have I consulted the Help Center articles?
• Have I followed the precautions mentioned in the articles?

If the issue persists after these steps, I can proceed to create a support ticket.

If I am a user of a solution utilizing Bridge for aggregation, I should contact the support team of the solution I use.

Creating my support ticket

To create a support ticket, I need to use the support ticket form.

On the form:

• I can add an email address to be included in CC.
• I must specify my request:

Banking Aggregation / Bridge Connect

• I must specify the item status (link to the status guide) or the issue related to the data: missing, duplicated, or incorrect.
• I name the ticket with a brief description of the topic.
• I must indicate the bank affected by the issue.
• I must provide the user’s itemID.
• I must provide the user’s UUID.
• I must explicitly describe the encountered issue.
• I state the priority level of the ticket.
• I provide an internal reference for my ticket tracking.
• I include attachments to assist in the investigation.

Payment Initiation / Bridge Pay

• I must specify the error encountered with my payment link, transfer, or e-commerce module.
• I state the paymentID of my payment link.
• If available, I provide a video of the payment process.

Other type of request

• I describe the encountered issue that does not involve aggregation or payment.

Claim

• I describe the complaint I wish to make.

GDPR

• I describe my request related to GDPR.

Remember that any piece of data may be useful in helping us investigate the issue you encountered!