Submitting a Ticket Best Practices

  • Updated

In this document, you will find tips to help decrease the amount of troubleshooting time when opening new support tickets.

Information to Prevent Delays in Troubleshooting

  • Most tickets should be created with a normal priority. Please refer to how to set the priority section.
  • Before submitting tickets, please ensure the user has made multiple attempts to resolve any credential, multi factor authentication (MFA) issues, or security questions they have been prompted to answer. This will typically resolve most issues. 
  • For all issues being reported provide detailed steps that show what actions the user has taken, and what issues they are facing when attempting to complete any actions. 
  • Kindly remind users not to remove the connection as this can hinder troubleshooting.
  • We cannot assist without the main identifier from the client system or the MX ID. This information is what allows support to locate users and connections inside our database. If user information is not provided we will request the Member and User GUID (Globally Unique Identifier). If the member connection is deleted, we can use the User ID to locate the user.
  • Please include the MXmobile version, device, and operating system.

Ticket Formats

Please apply the following format to the subject line of each ticket. Using this format will help us internally review and solve larger scale issues in a more timely manner. 

Unless it is a widespread issue ticket, please only submit one member/specific connection issue per ticket.

Subject Line: Financial Institution Name (FI Name) | Location of Error | Error Description

Examples

  • FI Name | Account | Missing Account
  • FI Name | Account | Incorrect balance
  • FI Name | Account | Incorrect Account Type
  • FI Name | Connection Error | Credentials
  • FI Name | Transactions | Duplicate Transactions
  • FI Name | Transactions | Missing Transactions

Simulated Examples

  • Chase Bank | Account | Missing Account
  • US Bank | Connection Error | Credentials
  • BB&T | Transactions | Missing Transaction

Widespread Issue Tickets

These should be used when an issue is widespread and multiple users are encountering the same issue and/or error on an institution.

Example Subject Line

*Widespread* Citibank | Status | Failed

What to include in the body of the ticket

  • Please include the name of the FI.
  • Please list any tickets that may have already been opened before it was determined this was a widespread issue (if any).
  • Please include a list of impacted user and/or member GUIDs.
  • Please include any details you have about what is being experienced.

Notes Regarding Widespread Issues

Once a widespread ticket has been created for an issue, please add new cases to this ticket to prevent multiple ticket submissions on the same error. This slows down our ability to troubleshoot new errors.

How To Set the Priority

Please set the priority of the ticket appropriately to ensure we get to it in the necessary amount of time.

Ticket Priority Breakdown:

  • P1 (URGENT): Complete system down on the MX side
  • P2 (HIGH) - Complete outage for a single aggregated institution or Client 
  • P3 (NORMAL) - Standard support request 
  • P4 (LOW) - Feature requests or questions about the platform
  • Increasing the priority of the ticket, if it does not meet the standards above, will have no impact on the ticket process or the speed of resolution.

Essential Ticket Information 

Provide as much information as possible in the initial request so we can eliminate back and forth and begin troubleshooting:

  • User GUID
    • External GUID (differs by client)
    • User GUID (example: USR-01234567-8910-1112-1314-151617181920)    
    • Member GUID (example: MBR-01234567-8910-1112-1314-151617181920)  
  • Issue description
  • Steps to reproduce the issue
    • Include steps taken by the user before receiving the error
  • Screenshots of correct account information
  • Account balances (for a balance issues)
  • Transaction examples (for transaction issues if a transaction issues, for example missing or incorrect transactions)
  • URL (Web-Link)where customer logs in directly to their account (for MFA and/or credential issues)
  • If possible, provide the  character count of the account username and password (if a credential issue) 
    • *PLEASE DO NOT PROVIDE THE ACTUAL USERNAME AND PASSWORD
  • Other information specific to the error

Suggested Troubleshooting Before Submitting a Ticket 

Please check and ensure the following before submitting your ticket:

  • Reach out to the user about whether they have completed MFA (Multi-Factor Authentication) and confirm they made additional attempts to clear MFA and all security prompts. If the attempts fail, please include the steps the user took and the outcome.
  • Ensure that OAuth accounts have been shared with MX. Please provide a screenshot showing that account sharing has been enabled. This is necessary in order for transactions and other account information to be visible in the tool. 
  • Ensure that the user does not delete the account during troubleshooting as we will have to start the troubleshooting process over.

Suggested Information to Include in the Ticket Based on the Issue

Please find the closest example to the error or issue you are seeing below: 

*Please note this is in addition to the essential ticket information. 

  • For account issues, please provide:

    • A screenshot of the accounts summary page at the institution. If applicable remove any sensitive or personal information (account numbers, full names, addresses, etc). We cannot stress the need for a screenshot enough. Including a screenshot from the beginning of the ticket will lead to a speedier ticket resolution.
    • Specific account name/GUID and other information based on the issue (examples provided below)
  • For connectivity issues with MX, please provide:

    • Client GUID
    • Environment errors are occurring
    • Job logs
    • Screenshots or examples of error messages
    • Estimated start time of the errors
    • What effect does it have on the products?
    • Names or expected behavior of the products that are failing?
  • For accessibility issues, please provide:

    • Steps to recreate the issue
    • A screen recording where it is occurring
    • Expected results
    • Actual Results
  • For OAuth enablement requests please provide:

    • Production Client Identifier
    • Display Name
    • App Description
    • Institution Logo
    • Address
    • Main Uniform Resource Locator (URL)
    • Support Phone
    • Support Email
    • Support URL
    • Go Live Date
  • For OAuth issues, please provide:

    • User GUID/ID or Member GUID
    • Account Name
    • Description of the error
    • What the user expects to see
    • Screenshot showing user has authorized account sharing with MX at their financial institution
  • For login issues, please provide:

    • The financial institution’s name (if not provided in the subject line)
    • The financial institution’s main URL
    • The financial institution’s login URL
    • The character count of login credentials (ie. username: 9 and password: 12)
  • For institution requests, please provide:

    • Subject Line: Institution Request | Financial Institution's Name
    • The financial institution’s name
    • The financial institution’s main URL
    • The financial institution’s login URL
  • For Batch Files/Daily Snapshot issues, please provide:

    • Environment
    • Client GUID or Specific Name (if there are multiple clients under your institution)
    • Error messages
    • Description of issue
    • Date of files
    • File name (if not affecting all files)
  • For MXmobile issues, please provide:

    • Client
    • Description of issue
    • Date and approximate time the error occurred
    • Application Version
    • Device
    • Operating System (OS)
    • Screenshots/Videos
    • Logs
    • Steps to replicate the issue
    • Username (for login issues)
  • For ACH cases, please provide:

    • Subject line: ACH Error | Financial Institution’s name
    • Financial institution’s name
    • Which account (checking or savings)
    • The error code (R03, R04, etc.) if possible
    • The user’s GUID and/or email address

FAQs - Frequently Asked Questions

Connection Issues

  • Daily reauthentication is normal and is determined by each institution as part of their security measures. MX is unable to make changes to the authentication timeframe as we do not have control over the institution's settings.

  • Our data providers are working on getting Captcha to be more compatible, but at this time our ability to support it is limited.
    The user may need to change settings (if available) so that Captcha isn’t their primary MFA option.

  • Transfers are not recognized as spending since it is considered a lateral move of money and money is not being spent.

  • If a category has more credits than debits, it's no longer an expense and will not show in the spending widget.

  • This is because they get queued up, and go in order. The calls do not all run at the same time.

  • We are looking for the URL that comes from the financial institution’s login page, or the “login URL”.
    It should not be the bank.com url, it should be the URL directly after the user clicks the “Sign In” or “Log In” option.

Most Common System Errors

  • The IP address you are using isn’t whitelisted.
    Whitelist the IP address in your Client Dashboard, or send MX the IP addresses in a ticket that you are using for us to whitelist.

  • In the request you are making, one of the fields does not exist in our system so you are seeing “404 not found” errors.
    Please ensure that all information is entered correctly.
    If everything looks correct on your side, reach out to MX via ticket to determine where the disconnect is. We will need a job log to determine where the discrepancies are.

  • The user has not enabled their sharing permissions.

  • The user has not enabled electronic/paperless statements in their online account settings.

MX Terminology

  • MFA refers to “Multi-factor Authentication”. MX team members will often ask users to “answer MFA,” meaning the user needs to answer the security prompt being presented.
  • GUID stands for “Globally Unique Identifier.” This can often be referred to as an “MX ID.” This is what MX uses to locate users in our system.

  • MX assigns each client a unique ID so that we can easily locate the client profile within our system. Sometimes, a client has multiple setups, so having the ID helps us identify which  client profile is being used and needs to be tested.
    You can locate the Client ID in the Client Dashboard on the “Getting Started” page.

    What is an MX Client GUID?

    Along with the Client ID, each client in our system is assigned a unique internal GUID that begins with “CLT-”.

  • MX has direct partnerships with some banking institutions where they give us access to their API so that users are connected directly to their bank through MX.

    OAuth is not available for all of our connections. To receive a list of the available OAuth connections, please contact your Sales Consultant.

    Additional Oauth Resources:

    What Your Users can Expect with OAuth Connections:

  • Aggregation Job: We refer to each aggregation action as an aggregation job or a job. When we say, “I ran a job”, that simply means that we triggered an aggregation job on the connection to pull in new information or to update the connection status. These are part of our troubleshooting steps.

    Job Log: Each aggregation job that we run, is accompanied by a job log showing what requests were made and what information was returned. When asking for or providing a job log, we are wanting to get more information on what exactly happened to cause the job to fail, or to confirm that the data was not being sent to us.

  • MX receives our account data from data providers. They have the ability to retrieve information from financial institutions. When a customer links an account, our data providers retrieve institution and account data and send it to MX. 

MX Resources



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