What information to collect before contacting support

Overview

• A precise support report is much faster to diagnose than 'it does not work'.
• Useful context includes Business/Store, approximate time and timezone, affected screen/device, exact error/status, Order/Payment/document/device identifiers, and what action immediately preceded the problem.
• Screenshots are useful when they include status/error text but should avoid exposing customer data unnecessarily.
• Never send account passwords, staff/customer PINs, full API keys, payment-provider credentials, or card data.

When to use this

• Use this after the relevant recovery guide has been tried or whenever the issue may require server/provider log investigation.

Step-by-step

1. Record Business and Store name.
2. Record date/time with timezone.
3. Record device/app/browser and app version where shown.
4. Copy the exact error/status text.
5. Provide relevant Order number/ID, Payment ID/attempt, KDS/CDS/device name, Document ID, API endpoint/request ID, or provider order/reference as applicable.
6. Describe the expected result and actual result.
7. List safe troubleshooting already attempted.
8. Mention whether another device/Store is affected.

Common mistakes

• Do not send a screenshot containing a full API key or payment credential.
• Do not omit the time of a transient issue; timestamps are critical for logs.
• Do not delete/recreate the affected record before support can inspect it unless the documented recovery flow explicitly requires that.

Troubleshooting

• For uncertain payments, preserve the Order/Payment attempt and terminal/provider result.
• For integration failures, include the provider reference, MiniTill order or record number, and the time the problem occurred.