Information to provide to support
Prepare a reproducible report without sending passwords, tokens, or unnecessary customer data.
Updated
In short
A useful report locates the exact event without exposing secrets. Include the organization, page, affected account or document, action performed, expected result, and time with timezone. Add the full error and a tightly cropped screenshot only when it proves something. Never send a password, OAuth token, or access key.
Expected result
Support receives a precise, timestamped, reproducible case with only the data needed for diagnosis.
Before you start
- Reproduce the issue once and immediately record the time.
- Hide amounts, addresses, and attachments that are irrelevant to diagnosis.
Procedure
- Copy the page URL and displayed organization name.
- Record the affected account, invoice, task, or communication reference.
- Describe actions in order and the observed result.
- Include time with timezone, browser, and exact error message.
- Attach a cleaned screenshot only when it shows a state that words cannot capture accurately.
What Billabex does
Functional identifiers and timestamps let Billabex correlate case events and asynchronous processing. Authentication secrets add no diagnostic value and create unnecessary risk.
If the result is not what you expected
- Never send a password, verification code, or token even if a message appears to come from support.
- For many affected accounts, provide two representative examples instead of a full export.
- For synchronized data, add the source reference and source modification time.