How to raise a support ticket?
Support requests can easily be raised by a quick form and allow the support team at Lean to provide the best support possible.
In order to raise a support request click New request on our help centre.
Sign into our help centre
‼️ You will need to enter your email and the OTP that will be sent to your email:
Enter details about the support request (example below) including information suggested below
Click create support request and monitor your inbox/email for any updates!
What to include when submitting a ticket?
Our official Documentation pages can be a huge help if you are integrating, testing our APIs or facing issues. However, fear not: we are also here to assist you!
In order to provide the best support we can, we would like as many details as possible of the situation you are facing. Have a look below at the best practices for sending your support ticket.
Must haves
Here are the requirements for support tickets:
Description (Please summarise the issue)
Indicate the impact (single user, multiple users, majority users or all users)
The Lean customer ID for the user affected (if applicable)
The Lean correlation ID for the attempt (if applicable)
The closest possible time and date for when the issue happened (in GST)
Screenshot (if available)
Lean Payment ID (if applicable)
Result ID for IBAN ownership cases
Entity ID for hyperlink reports
Nice to haves
The below are not mandatory but can definitely help:
Screenshots and/or screen-recordings, where relevant. Important: blur or cut out any piece of sensitive information.
⚠️ Do not send ⚠️
Any kind of end-user sensitive information such as sort codes, account numbers, IBANs, passwords or PINs
Any keys whether public or private. They are exclusively yours!
Screenshots or video recordings containing end-users information
Any sensitive information shared through our ticketing system channel represents a security threat.