---
title: What Information to Include When Contacting Support
description: "Support works best when the request is clear and traceable. A vague message such as \"it is not working\" often slows the process down. ## Include these details - Your organisation name - Your primary contact details - Your user…"
url: "https://j-cred.co.za/zh/helpcenter/what-information-to-include-when-contacting-support/"
updated: "2026-03-30"
category: "Support & Troubleshooting"
---

# What Information to Include When Contacting Support

Support works best when the request is clear and traceable. A vague message such as "it is not working" often slows the process down.

## Include these details

- Your organisation name
- Your primary contact details
- Your user email address
- Search ID where applicable
- Internal reference or case number
- The selected purpose where relevant
- A short description of the issue
- Screenshots where useful

**Tip:** The more specific your request, the easier it is for support to assist quickly.

**Need help?** Email [support@kto.co.za](mailto:support@kto.co.za) or [support@j-cred.co.za](mailto:support@j-cred.co.za), call [+27 10 224 0589](tel:+27102240589) during 9AM to 5PM CAT, or log a clear support request with your Search ID and internal reference where applicable.