Contacting Support - How to report issues and bugs

Modified on Mon, 04 Mar 2024 at 08:51 AM

TABLE OF CONTENTS


Should you come across issues while using Tatum services, you may reach out to our Support team.


Step_1: Keeping Up-to-date

We update the core API, KMS, and our SDK regularly. Please make sure you have the latest update release and verify if the issue persists.


Step_2: Information gathering and ticket creation

  1. Retrieve the "dashboardLog" id code from the  Error Response Body. Looks as follows:
    {
        "statusCode": ###,
        "errorCode": "###",
        "message": "###.",
        "data": [
            "###error_verbose"
        ],
        "dashboardLog": "https://dashboard.tatum.io/logs?id=####" //The Support team needs this
    }
    Error Investigations require the "dashboardLog" id. If you did not store it or lost it, go to the Tatum Dashboard and find it in the [Error Logs] section. Copy the URL.
  2. Create a Ticket: Submit a ticket to our support team with a brief subject line naming the issue or bug.
  3. Provide Detailed Information: In your ticket, include the following :
    • The "dashboardLog" id code. IF you do not have the "dashboardLog", we will require the cURL with Header, Payload, and Response Body, showing all the steps required to reproduce the issue from start to finish.
    • Problem Statement: A brief description of the issue and or Use Case you have in mind. Include:
      • Environment: Testnet or Mainnet
      • Timestamp: When the issue or bug happened.
        E.g., 2023.01.12 - 15:00 GMT (YYYY.MM.DD)
    • Expected Outcome: A clear explanation of what the expected behavior should have been.
    • Steps to Reproduce: Detailed instructions, including a list of cURLs with Headers, Payloads, and its Response Bodies, that show all the steps required to reproduce the issue from start to finish.
  4. Add Relevant Screenshots or Videos: If possible, include screenshots or videos that demonstrate the issue you are encountering. This will help us understand and resolve the issue more quickly.


As of the writing of this article, Tatum does not have an active bug bounty program. Should this change, our documentation will be revised accordingly.

Discharge of Responsibility

It is imperative that you keep your privateKey(s) and mnemonics/seed phrases confidential and secure at all times. Sharing this information with anyone can result in serious consequences such as the loss of your funds. Your private keys and mnemonics give full access to your funds, and once they are shared, you lose control over your assets. 


No legitimate Tatum staff member will ever ask for your private keys or mnemonics. If you are asked for this information, it is most likely a scam attempt and you should immediately report it. Your security is of the utmost importance, and we highly encourage you to never share your private keys or mnemonics with anyone, under any circumstances.


It is your responsibility to safeguard your Private Keys and mnemonics/seed phrases and protect them from unauthorized access.


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