{"id":3937,"date":"2026-05-18T11:36:32","date_gmt":"2026-05-18T09:36:32","guid":{"rendered":"http:\/\/tsholo"},"modified":"2026-05-18T11:36:32","modified_gmt":"2026-05-18T09:36:32","password":"","slug":"faq-what-information-should-support-requests-include","status":"publish","type":"docs","link":"https:\/\/j-cred.co.za\/zh\/helpcenter\/faq-what-information-should-support-requests-include\/","title":{"rendered":"FAQ: What Information Should Support Requests Include?"},"content":{"rendered":"<h2>Answer<\/h2>\n<p>A good support request includes enough information to reproduce, locate and understand the issue without exposing unnecessary personal data. Vague messages such as &#8216;it is not working&#8217; slow down support and may require avoidable back-and-forth.<\/p>\n<h2>Key points<\/h2>\n<ul>\n<li>Include the search ID or request reference where available.<\/li>\n<li>Include the date, time, user email, client name and check type.<\/li>\n<li>Describe what you expected and what actually happened.<\/li>\n<li>Attach a screenshot only if it does not expose unnecessary personal information.<\/li>\n<\/ul>\n<h2>What to do next<\/h2>\n<ul>\n<li>Do not send full identity documents through ordinary support email unless requested through a secure channel.<\/li>\n<li>Mask sensitive fields where possible.<\/li>\n<li>Tell support whether the issue is urgent and why.<\/li>\n<li>Keep internal case references aligned to the platform reference.<\/li>\n<\/ul>\n<hr \/>\n<p><strong>Public knowledge note:<\/strong> This article is intended as general education for verification, compliance, fraud prevention and responsible data-use discussions. It is not legal advice and should not replace your organisation&#8217;s own compliance review, regulator guidance, or contractual obligations.<\/p>","protected":false},"excerpt":{"rendered":"<p>Answer A good support request includes enough information to reproduce, locate and understand the issue without exposing unnecessary personal data. Vague messages such as &#8216;it is not working&#8217; slow down support and may require avoidable back-and-forth. Key points Include the search ID or request reference where available. Include the date, time, user email, client name and check type. Describe what you expected and what actually happened. Attach a screenshot only if it does not expose unnecessary personal information. What to do next Do not send full identity documents through ordinary support email unless requested through a secure channel. Mask sensitive fields where possible. Tell support whether the issue is urgent and why. Keep internal case references aligned to the platform reference. Public knowledge note: This article is intended as general education for verification, compliance, fraud prevention and responsible data-use discussions. It is not legal advice and should not replace your organisation&#8217;s own compliance review, regulator guidance, or contractual obligations.<\/p>","protected":false},"author":1,"featured_media":0,"comment_status":"open","ping_status":"closed","template":"","meta":{"_eb_attr":"","footnotes":""},"doc_category":[33],"doc_tag":[],"class_list":["post-3937","docs","type-docs","status-publish","hentry","doc_category-public-faqs"],"blocksy_meta":[],"year_month":"2026-06","word_count":159,"total_views":0,"reactions":{"happy":0,"normal":0,"sad":0},"author_info":{"name":"KTO Digital Admin","author_nicename":"tsholo","author_url":"https:\/\/j-cred.co.za\/zh\/author\/tsholo\/"},"doc_category_info":[{"term_name":"Public FAQs","term_url":"https:\/\/j-cred.co.za\/zh\/docs-category\/public-faqs\/"}],"doc_tag_info":[],"_links":{"self":[{"href":"https:\/\/j-cred.co.za\/zh\/wp-json\/wp\/v2\/docs\/3937","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/j-cred.co.za\/zh\/wp-json\/wp\/v2\/docs"}],"about":[{"href":"https:\/\/j-cred.co.za\/zh\/wp-json\/wp\/v2\/types\/docs"}],"author":[{"embeddable":true,"href":"https:\/\/j-cred.co.za\/zh\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/j-cred.co.za\/zh\/wp-json\/wp\/v2\/comments?post=3937"}],"version-history":[{"count":0,"href":"https:\/\/j-cred.co.za\/zh\/wp-json\/wp\/v2\/docs\/3937\/revisions"}],"wp:attachment":[{"href":"https:\/\/j-cred.co.za\/zh\/wp-json\/wp\/v2\/media?parent=3937"}],"wp:term":[{"taxonomy":"doc_category","embeddable":true,"href":"https:\/\/j-cred.co.za\/zh\/wp-json\/wp\/v2\/doc_category?post=3937"},{"taxonomy":"doc_tag","embeddable":true,"href":"https:\/\/j-cred.co.za\/zh\/wp-json\/wp\/v2\/doc_tag?post=3937"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}