Start with the first matching section below. Record the visible state before changing app data or repeating a transaction.
Verify the destination before writing
Reach support from a route you independently trust. A logo, display name or forwarded link is not enough to verify a support identity.
Include the fields that locate the case
Use a short subject, account identifier requested by the verified route, exact problem state, relevant reference, timestamp, device and checks already completed.
- One-sentence problem
- Transaction or case reference
- Timestamp and timezone
- Device and app state
- One clear question
Never include authentication secrets
Do not send passwords, OTPs, PINs, backup codes, full card numbers, CVV, full bank statements or unredacted identity documents.
Use a compact ticket structure
Write: what happened, when it happened, what the app shows, what the destination shows, what you already tried and the single response you need next.
Review every screenshot
Crop only to the relevant area when possible, cover unrelated transactions and hide full account details. Keep the original privately in case a later comparison is needed.
Keep a ticket log
Record the destination used, send time, case reference and replies. This helps distinguish a continuing case from a new or impersonated contact.
Questions people ask
Can support ask for an OTP to verify me?+
An OTP is an authentication secret. Do not send it to another person or include it in a ticket.
Should I send my full bank statement?+
Do not send a full statement. If a verified process needs payment evidence, share the minimum redacted record required.
Why ask one clear question?+
A single question makes the next action and expected response easier to identify and reduces back-and-forth.
Product-specific states can change. Keep unknown values unknown and verify the current destination.