A useful support ticket gives Selstack enough safe context to investigate one problem without exposing credentials or unrelated customer information.
Describe one problem clearly
State the page, business, expected result and what happened. Include when it occurred and whether it can be repeated. Keep unrelated customer or business information out of the ticket.
Use safe references
Include an order code, withdrawal reference, Stack slug or other non-secret identifier when relevant. A reference lets support investigate without needing full bank details, card data or identity numbers.
Crop screenshots before attaching them
Show the visible message and surrounding page context, but remove passwords, OTPs, recovery codes, BVN, full account numbers, personal addresses and unrelated customer records.
Do not create duplicate actions while waiting
If the issue concerns a pending payment, verification, refund or withdrawal, submit the ticket and wait for guidance. Repeating the financial action can make the investigation harder.
Follow the official reply thread
Respond through the Selstack support ticket and verify any requested action in the product. Support will not ask for a password, one-time code or remote control of the account.
Example: Create a Safe Support Ticket
Report one issue with page, expected result, time and safe reference, attaching only a cropped screenshot.
If Create a Safe Support Ticket is not working
Never add passwords, OTPs, recovery codes, BVN, full bank details or unrelated customer records to the ticket.
Confirm the result
- The ticket describes one issue, expected result and time.
- A safe reference is included when available.
- Attachments are cropped and contain no credentials or unrelated customer data.
- No pending financial action was repeated while awaiting support.
When to ask Selstack for help
Contact official Selstack support when the saved result, status or resolved identity still conflicts with the intended record after one refresh. Include the business, page, time, safe reference and visible message. Do not include passwords, OTPs, recovery codes, full card details, BVN, NIN or unmasked bank documents.