Start with the first matching section below. Record the visible state before changing app data or repeating a transaction.
Create four event lanes
Separate account actions, BONU7 app states, bank or wallet states, and support messages. This prevents one screenshot from being treated as the whole transaction.
Normalize time and labels
Use one timezone and a consistent status vocabulary. Keep the original wording in a notes field if you translate or shorten it.
Use a simple row format
For each event record: time, surface, action or status, reference, evidence filename and one short note.
Example: 2026-08-19 17:05 IST · BONU7 app · Pending · Ref ending 4821 · app-status-redacted.png
Use the timeline to find the gap
Look for the first point where one system changes but the next does not: request recorded, balance changed, app completed, destination missing, or support response without a matching case reference.
Stop when the record is sufficient
Once the reference, state, timestamp and gap are clear, ask one focused question. Extra unrelated records can increase privacy risk without improving diagnosis.
Questions people ask
Why use one timezone?+
It lets you compare app, bank and support events in the correct order without accidental offsets.
Should I edit the original screenshots?+
Keep the originals unchanged. Make separate redacted copies for sharing.
What is the goal of the timeline?+
To locate the first missing or contradictory state and give a verified support route a compact case record.
Product-specific states can change. Keep unknown values unknown and verify the current destination.