Getting Help: Contacting Developer Support

Guide

Contact via Service Desk (preferred)

Please contact us via Service Desk which can be accessed here: FrankieOne Service Desk

Contact via Email

You can also contact us via email here: help@frankieone.com

Supporting Information

To assist our support team with answering your query, please include as much information as possible in relation to the activity or question you have. The information you are able to supply will differ depending if you are an API or Portal user. The following section describes the information to attach to the support ticket or email.

API Support Information

Information	Description	Example
Customer ID (and Customer Child ID if applicable)	The X-Frankie-Customerid and X-Frankie-CustomerChildid headers sent in your request	`34aa3bf4-4045-4edb-848e-b2a21b0add3a`
API request details	Include API URL endpoint (including query parameters), data payload and response. In production there is no need to provide the payload and response content in order to	Requested: `https://api.demo.frankiefinancial.io/compliance/v1.2/business/international/search` `{<br /> "country": "IE",<br /> "organisation_name": "Restaurant Crepes"<br />}` Received: `{<br /> "commit": "51d611a",<br /> "errorCode": "SYS-0503",<br /> "errorMsg": "No international business profile service available at this time",<br /> "httpStatusCode": 503,<br /> "requestId": "01FWHWYRNT5VWG295RFR8MK9BT"<br />}`
Date and time	Date and time of the (check) request.	Monday 21st Feb 10.35 - 10.40 AEST
Request ID in response (if applicable)	All responses from FrankieOne APIs return a RequestID header to help us investigate transactions like this	`01FWHWYRNT5VWG295RFR8MK9BT`
EntityID, DocumentID or CheckID (if applicable)	The requested entityId, or the id of any checks or documents related to your query	`entityId: 7824fc69-5796-0bf4-7888-69a2ceeeaad5`

Portal Support Information

Information	Description	Example
Customer account name (and Child customer account name if applicable)	The customer account that you are using when experiencing the issue. This can be found in the upper right of the menu bar. See screenshot below.	Customer Name: Frankie Financial
The URL of the page that the issue has been occurring	-	`https://portal.frankie.one/monitoring/profile/7824fc69-5796-0bf4-7888-69a2ceeeaad5/biometry-ocr`
Request ID displayed on page (if applicable)	This can be found in the audit report page. See screenshots below.	`RequestID: 01FWHWYRNT5VWG295RFR8MK9BT`
Date and time of the issue	Date and time that the issue occurred. If the issue is related to a check, please also provide the date and time of the check.	Monday 21st Feb 10.35 - 10.40 AEST
Screenshot of the issue (if visible)	You can use the Snipping Tool on Windows or the Screenshot utility on Mac to show us what you’re seeing.	See screenshot example below.
Steps to reproduce issue (if applicable)	Please describe the steps you took to encounter the issue, and how this differed from your expected behaviour.

Finding information in the portal to help your query along

Customer Names

Request ID RequestIDs can be found on the Audit Report page. Expand the relevant log entry to reveal additional information such as the Request ID.

Screenshots can help quickly illustrate points of concern.
A friendly reminder to please ensure you blank out any Personally Identifying Information (PII) you’d like to avoid sharing.

​Guide

​Contact via Service Desk (preferred)

​Contact via Email

​Supporting Information

​API Support Information

​Portal Support Information

​Finding information in the portal to help your query along