Troubleshooting

Four steps

Start with the public system status. Then check network and permissions, reproduce the issue once in a controlled way and only then document the support case.

• 1. Status and timestamp
• 2. Device, OS and app mode
• 3. Expected and actual behaviour
• 4. Screenshot without confidential content

What not to send

Do not send passwords, recovery codes, private keys, full tokens, confidential messages or unredacted personal data.