Safe Support Request Checklist
Submit the workspace, user, module, PKT time, reproduction steps, expected result, actual result, error, and redacted evidence.
INCLUDE
- Workspace or business name.
- Account email.
- User role.
- Affected channel, module, provider, and connected resource.
- Approximate date and time in PKT.
- Steps to reproduce.
- Expected and actual result.
- Provider or Wemblo error code.
- Whether one user or the whole workspace is affected.
- Redacted screenshot or short recording.
NEVER INCLUDE
Passwords, verification codes, permanent tokens, private API keys, app secrets, webhook secrets, database credentials, payment-card information, production environment files, complete customer lists, or unnecessary private conversations.
Who should use it
All Wemblo users and authorized support contacts.
Where to find it in Wemblo
Wemblo -> Help or the affected module
Before you begin
- Record the workspace, user, module and time in PKT.
- Reproduce the issue with fictional data where possible.
- Collect a redacted error message or screenshot.
- Never include passwords, API keys, tokens or private customer data.
Main concepts and fields
| Concept / Field | Meaning or Use |
|---|---|
| Issue Scope | One user, workspace, channel or service-wide. |
| Reproduction | Steps that consistently cause the problem. |
| Error Code | Provider or Wemblo reference. |
| Redaction | Removal of secrets and private data. |
| Support Evidence | Safe screenshot, timestamp and expected result. |
Step-by-step instructions
- Open Wemblo -> Help or the affected module.
- Identify the affected area.
- Record the time in PKT and exact error.
- Check account, workspace, permission, connection and limits.
- Reproduce with fictional data.
- Review the relevant detailed guide.
- Contact Support with redacted evidence if unresolved.
Test and verification
- Complete one successful path with fictional data.
- Complete one invalid, failure or permission path.
- Confirm the result appears in the correct workspace and module.
- Confirm the correct person or team can review and continue the work.
Common issues and solutions
| Issue | What to Check |
|---|---|
| Issue cannot be reproduced | Confirm workspace, user, time, environment and exact steps. |
| No useful error is available | Review logs, provider dashboard and status. |
| Support cannot investigate | Provide redacted evidence, expected result and affected record. |
| Sensitive data was attached | Remove it, rotate exposed credentials and resubmit safely. |
Security, privacy, consent, cost and provider notes
- Use only data the business is authorized to process.
- External provider charges, policies, approvals, limits and availability remain separate.
- Do not expose passwords, API keys, tokens, webhook secrets, payment credentials or private customer data.
- Use human review for sensitive, regulated, urgent, financial or final decisions.
Last reviewed: