A complete technical report can be resolved on first contact; an incomplete one leads to back-and-forth that drags everything out. Before writing to Support, take a few minutes to gather this information.
What to gather
Environment and product
State whether the error occurs in test mode or in production, and with which product: Checkout, a plugin (and its platform), the direct API, or a Payment Link. If it's an endpoint, include the path and the method.
Identifiers and date
The ID of the affected order, payment, or event, and the exact date and time (with time zone). With an ID, the team can locate the transaction instantly; see What is a payment, order, or event ID if you don't know where to find it.
Full error message
Copy the error message and code exactly as they appear — in the API response, your server logs, or the browser console. A screenshot helps, but the exact text is more useful.
Steps to reproduce it
Describe which action triggers the error, whether it happens always or intermittently, and since when. Mention any recent change to your integration: deployments, plugin updates, key rotation.
Next step
With the information ready, send it through the channels in How to contact the Conekta Support team and keep everything in the same ticket.