Technical Support Request Template

When contacting support, include the information below whenever available.

Required context

Field	Example
Environment	Production or staging
Affected module	Trading Widget, Agent SDK, REST API, WebSocket, webhook, white-label system
Time range	UTC timestamp range when the issue occurred
Partner user ID	Partner-side user identifier, if relevant
6MM mapping ID	agentUserId, order ID, request ID, or webhook event ID
Business impact	Number of affected users or operations and whether the issue is ongoing

Description format

What happened?
What did you expect to happen?
Can it be reproduced?
What changed recently?
Is the issue still happening?

Attachments

Relevant request and response logs.
Screenshots or screen recordings.
Webhook payload and signature headers.
Browser console errors for Trading Widget issues.

Copyable template

Subject:
[Environment] [Module] Short issue summary
Environment:
Affected module:
First observed time (UTC):
Last observed time (UTC):
Is the issue ongoing:
Business impact:
Expected behavior:
Actual behavior:
Reproduction steps:
Recent changes:
Partner user ID:
agentUserId:
agentOrderNo or order ID:
requestId:
Webhook event ID:
Response code or error:
Attachments:

Remove fields that are not relevant, but keep the UTC time range and at least one searchable request or business identifier whenever possible.

Redact sensitive data

Do not send:

Passwords or full access tokens
API secrets, private keys, or complete signatures
Session cookies
Full payment, identity, or other unnecessary personal data

Keep the field name and a short prefix or suffix only when support needs to distinguish between sanitized values.

Choose the right channel

Issue	Next page
Integration or production problem	Support
SDK issue that still needs diagnosis	SDK Integration Troubleshooting
Vulnerability or suspected unauthorized access	Security Reporting
Responsible vulnerability disclosure	Bug Bounty Program