Safe support information and attachments
2 min read
Share useful diagnostic details and permitted files without exposing sensitive information.
A focused report helps Support investigate without exposing information that is not needed.
What to include
State the screen and action, what you expected, what happened, and approximately when it happened. Include the Property name when relevant, the visible error message, and safe steps that reproduce the issue. A screenshot can help when it shows the relevant control or error.
What not to send
Do not send passwords, API keys, card data, provider credentials or other provider secrets. Avoid unnecessary Guest personal data, booking details and private message content. Redact names, email addresses, telephone numbers, reservation references and unrelated information from screenshots unless a specific item is essential to the investigation.
Support does not need your ELUNIA password to investigate a ticket.
Attachment limits
You may attach up to 3 files, each no larger than 5 MB. ELUNIA accepts:
- PDF;
- PNG, JPG, JPEG and WEBP images;
- TXT and CSV;
- Word DOC and DOCX;
- Excel XLS and XLSX.
Scripts, executable files and files whose actual type or extension is not permitted are blocked. If a file is rejected, describe the important information in the ticket rather than renaming the file to bypass validation.
Attachments are stored and downloaded through the protected ticket flow. Access is checked against the current Business, the ticket creator and the ticket itself. This does not replace your responsibility to minimize and redact sensitive information before uploading it.