What materials and information should I submit when writing a support request?

To ease the process of the support experience, we kindly ask that when you submit a support ticket to provide the following information: 

  • Your email address 
  • Confirmation that you've read the support materials
  • Which product and version you are using 
  • The subject and description of your message (be sure to include as much detail as possible, any associated transaction IDs or addresses to help explain the problem, or screenshots of the issue to help us see the problem)
  • Device operating system 
  • Attachments if necessary 

Please note: We will only open image attachments (screenshots) associated with your support requests. Any other file type (.doc, .zip, .mov) will not be opened and will not be used to help with your support request.