How to prepare a support ticket

When you submit a support ticket to us there is some necessary information we need. If you go through these steps we are much more likely to be able to help you quicker:

1. The order created in WooCommerce
   Screenshots of the order in WooCommerce and in the payment provider’s portal, including order notes, if an order was created.
2. A system report
   Download and include the WooCommerce system report.
3. Logs
   The plugin log and any fatal error logs from the same day the order was created or the issue occurred.
4. Submit a support ticket
   Make sure you’ve completed the steps above, and include a detailed description of the issue you’re experiencing.

Make sure you have the latest versions of WordPress, WooCommerce, the plugin in question and possible third party plugins releated to your issue.
You can read more about why this is important in the article Why we don’t troubleshoot outdated versions of a plugin.

Please note that all questions regarding a certain purchase and/or account related issues should be addressed to Swedbank Pay.
Krokedil only answer technical questions or questions regarding the configuration.

1. The order created in WooCommerce

If an order was created in WooCommerce, we need a screenshot of this order. This screenshot needs to include the order notes.

There are different ways to take full page screenshots in different browsers. Below is a guide on how to do it in Google Chrome, along with links to guides for other browsers.

1. Open: the web page you want to capture in Google Chrome. 
2. Open Developer Tools: by pressing one of the following keyboard shortcuts:
   • Windows/Linux: F12 or Ctrl + Shift + I
   • Mac: Cmd + Option + I
3. Open the Command Menu: by pressing Ctrl + Shift + P on Windows/Linux or Cmd + Shift + P on Mac. 
4. Type: screenshot into the search bar that appears. 
5. Select: Capture full size screenshot from the list of options. 
6. Locate: your saved image in your computer’s Downloads folder. 

Help with full page screenshots in other browsers:
Take screenshots in Firefox
How to take a screenshot of an entire webpage using Microsoft Edge

2. System report

You will find System report under WooCommerce → Status where you see a Get system report button.

1. Click the Get system report button
2. Click the Download for support button to save the file on your computer

3. Logs

Also under WooCommerce → Status you will find a Tab for Logs.

1. Locate the logs for Swedbank Pay Payment Menu – swedbank_pay and payex_checkout. Note that you can filter by source easier locating.
2. Locate the correct log(s) for the date the order was created.
3. Click the plugin_name log link to view the log.
4. Click the Download button to save the log to your computer.

Alternatively you can check the box for the log(s) and select Download in the the Bulk actions dropdown.

If there is a fatal error log from the date in question, please include that as well.

Please note that Logging has to be enabled in your plugin for the correct logs to appear here.

4. Submit a support ticket

• Describe the problem as clear and concise as possible.
• Did the issue occur in connection with any recent changes to your site, such as a theme update or a newly activated plugin?
• Include the screenshots and text files mentioned in the steps above.
• If possible, describe how to recreate the issue step by step.
• If possible, provide a link to an order, page or reference where the issue can be displayed.
• We might ask for a temporary WP admin login so the support technician can look into the problem.

We also recommend the Guide to troubleshooting in WooCommerce.

You can get in touch with Swedbank Pay support by following the link in your language below:

Svenska:
Swedbank Pay företagssupport eller maila direkt till support.psp@swedbankpay.se

Norsk:
Swedbank Pay support eller send e-post direkte til support.psp@swedbankpay.no

Dansk:
Swedbank Pay erhvervssupport eller send en mail direkte til support.psp@swedbankpay.dk

Suomi:
Swedbank Pay yritystuki tai lähetä sähköpostia suoraan osoitteeseen support.psp@swedbankpay.fi

You can also email directly to support.psp@swedbankpay.com