What to include in a support request

What this does

Almost every slow support thread is slow for the same reason: the first message did not say which platform, which account, or what the screen actually said. This is the list to work through before you send.

The seven things

1. The account email address. The one you sign in with. If you are writing from a different address, say so in the first line.
2. Which VEXA. Web browser, iPhone, iPad, Android phone or Android tablet. Several behaviours genuinely differ between them, so this changes the answer rather than being small talk.
3. The app version, or the browser. On mobile, the version listed on your app store page is the most reliable figure. On the web, the browser name and version.
4. The exact wording on screen. Copy it rather than paraphrasing, including any code such as resource-exhausted. A screenshot is better still.
5. When it happened, with your timezone. Roughly is fine. “Around 14:30 Gulf time yesterday” is enough to find it.
6. What you were doing, in the order you did it. Three lines beats three paragraphs.
7. The file, if a file is involved. For an import problem, the file you uploaded answers more questions than any description of it. Uploaded files are kept for 30 days, so send it while it is still recent.

For a data question, add three more

If your question is about numbers rather than about something being broken, include:

• The date range you had set.
• The account filter you had set, whether one account or all of them.
• The value you expected and the value you saw, side by side.

Without those three, a number that looks wrong cannot be checked, because the same metric over a different range is a different number.

Steps

What you should see

A reply that answers the question rather than asking for more information. That is the whole point of the list.

What not to send

Never send your broker password, your API secret, your card number or a verification code. VEXA support never needs any of them, and a message asking for one is not from us. Read-only broker credentials you have already entered into VEXA are stored encrypted and support can see that a connection exists without ever seeing the secret.

If it doesn’t work

• You are not sure it is worth reporting. Check Start here: what’s actually wrong? first. Several things that look broken are documented behaviour.
• It is a reproducible fault rather than a question. Use the structured form instead. See Report a bug.