When should you escalate?
Escalate when a transaction exceeds its processing window, an unknown financial effect appears, a critical capability fails for several users, a device or account is suspicious, or the operating guide does not explain the state.
Before opening a case
- Confirm that you are using an official channel.
- Search for the transaction with the same reference.
- Record the message exactly without sharing secrets.
- Identify whether impact affects one user, one branch, or several branches.
- Do not make random financial changes to test the problem.
Useful and safe information
Provide business name or approved public identifier, branch, time and timezone, transaction type, amount and currency when relevant, safe reference, current state, and the steps before the issue. Remove unnecessary personal data.
Information not to send
Passwords, verification codes, secret keys, full card data, identity documents through an unsuitable channel, or complete databases and log archives.
Priority levels
A security incident or broad payment outage is more urgent than a usage question. Do not inflate priority by hiding details; an accurate impact description helps the team respond correctly.
Start diagnosis with Payment troubleshooting, and for suspected compromise review Account security.