Skip to main content

​
What to include

Every error your agent receives from Sumvin carries two things that let us find exactly what happened. Include both:
  • The error code, such as KYC-403-001. It is the code in the error your agent received.
  • The trace id, a 32-character string such as 0af7651916cd43dd8448eb211c80319c. It is the trace_id in the error your agent received. Ask your agent for it if you can’t see it.
Tell us roughly when it happened and what you were trying to do. Don’t send passwords, passkeys, recovery codes or full card numbers: we don’t need them to look into an error.

​
Before you write

Most errors say what to do next. Look the code up on the Errors page first: a code ending in -R usually clears if you wait and try again.