What Information to Provide When Contacting Support

A useful support request starts with one clearly identified issue. Complete references and a short timeline help support locate the record without asking you to expose passwords, codes, or unrelated personal data.

Choose one issue per request

State whether the problem concerns registration, login, an activation order, rental, deposit, commission, withdrawal, API, or another feature. Separate unrelated cases.

For What Information to Provide When Contacting Support, treat “Choose one issue per request” as one checkpoint rather than a reason to change several settings at once. Record what you saw, make one justified change, and keep the related order or account reference.

Provide the business reference

Include the exact order number, transaction reference, or request identifier shown by MangoOTP. Do not substitute a phone number when an order number exists.

For What Information to Provide When Contacting Support, treat “Provide the business reference” as one checkpoint rather than a reason to change several settings at once. Record what you saw, make one justified change, and keep the related order or account reference.

Write a short timeline

List when the action started, when the page changed, and when the problem was noticed. Include the displayed time zone if it matters.

For What Information to Provide When Contacting Support, treat “Write a short timeline” as one checkpoint rather than a reason to change several settings at once. Record what you saw, make one justified change, and keep the related order or account reference.

Copy the current status and message

Record the final visible status, stable error code, and traceId when displayed. Preserve the exact wording rather than rewriting it from memory.

For What Information to Provide When Contacting Support, treat “Copy the current status and message” as one checkpoint rather than a reason to change several settings at once. Record what you saw, make one justified change, and keep the related order or account reference.

Explain the expected outcome

Say what you attempted, what you expected, and what happened. For balance questions, identify the account type and relevant transaction.

For What Information to Provide When Contacting Support, treat “Explain the expected outcome” as one checkpoint rather than a reason to change several settings at once. Record what you saw, make one justified change, and keep the related order or account reference.

Attach a safe screenshot

Show the page title, order reference, status, and error while masking email parts, phone digits not needed, identity data, and unrelated records.

For What Information to Provide When Contacting Support, treat “Attach a safe screenshot” as one checkpoint rather than a reason to change several settings at once. Record what you saw, make one justified change, and keep the related order or account reference.

Never send secrets

Support does not need your password, full SMS code, authenticator code, recovery code, raw API key, webhook secret, access token, or private key.

For What Information to Provide When Contacting Support, treat “Never send secrets” as one checkpoint rather than a reason to change several settings at once. Record what you saw, make one justified change, and keep the related order or account reference.

Keep communication traceable

Use the official support channel, retain the case reference, and add new evidence to the same case instead of opening many duplicate requests.

For What Information to Provide When Contacting Support, treat “Keep communication traceable” as one checkpoint rather than a reason to change several settings at once. Record what you saw, make one justified change, and keep the related order or account reference.

Practical checklist

1. Verify choose one issue per request, record the result, and continue only when the next action is clear.
2. Verify provide the business reference, record the result, and continue only when the next action is clear.
3. Verify write a short timeline, record the result, and continue only when the next action is clear.
4. Verify copy the current status and message, record the result, and continue only when the next action is clear.
5. Verify explain the expected outcome, record the result, and continue only when the next action is clear.
6. Verify attach a safe screenshot, record the result, and continue only when the next action is clear.
7. Verify never send secrets, record the result, and continue only when the next action is clear.
8. Verify keep communication traceable, record the result, and continue only when the next action is clear.

Use the final platform status and account history as the source of truth. Do not share passwords, full verification codes, authentication secrets, access tokens, or API keys in screenshots or support messages. More guidance is available in the MangoOTP Help Center.