Use this page before sending payment or identity context
Support often needs enough context to understand the problem, but not enough to expose your private financial or identity information.
A good message says what page you were on, what action you tried, what error appeared, and what event or account it affects. It does not include passwords, bank numbers, or private documents.
What not to send
| Sensitive item | Use this instead |
|---|---|
| Password or one-time login code | Say you cannot sign in and ask for account recovery help. |
| Bank account details | Complete bank setup inside Stripe or the relevant secure provider flow. |
| Full card number | Describe the checkout issue and include the visible error message only. |
| Identity or tax document | Upload only through the secure Stripe or provider onboarding flow. |
| API key or webhook secret | Describe the integration issue without pasting the secret. |
Ask for help safely
- 1
Describe the workflow
Say whether the issue is login, publishing, registration, checkout, Stripe onboarding, payout, or support.
- 2
Include safe identifiers
Use the event link, event slug, account email, approximate time, and the button or page where the issue happened.
- 3
Quote the public error
Copy the visible error message, but remove any private values before sending.
- 4
Use provider flows for private data
If Stripe asks for bank, tax, or identity information, enter it in Stripe, not in HereNow support messages.
Safe support message checklist
Includes event link or account email when useful.
Explains expected result and actual result.
Includes visible error text only.
Does not include passwords, one-time codes, bank details, card numbers, identity documents, or private keys.
States urgency if attendees or payments are blocked.
When in doubt, redact
If a detail can move money, prove identity, access an account, or expose attendees, do not send it in an ordinary support message.
FAQ
Can support ask for my password?
No. Do not share your password or one-time login codes.
Where do I enter bank details for payouts?
Enter bank details through Stripe's secure onboarding or account flow.
Can I send a screenshot?
Yes, if it is redacted and does not show sensitive financial, identity, or attendee information.
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