Reporting issues or bugs - Error 40X, 50X

If you encounter issues while using Tatum, here’s how to get help:

Step_1: Stay Updated

Ensure your Tatum API, SDK, or KMS is up-to-date to rule out resolved issues.

Step_2: Gather Information

• Find your Account_ID in the Tatum dashboard (bottom left).

  

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This must be the "Account ID" from the Tatum account you got the "Auth API key(s)" you are using to authenticate your requests.

Errors (40X, 50X)

When encountering 40X or 50X errors, please provide the following details:

1. Error Code: The specific HTTP status code you encountered (e.g., 404, 500).
2. Environment: Specify whether the issue occurred in Testnet or Mainnet.
3. Endpoint: The specific REST API endpoint(s) causing the issue (e.g., "/v3/ethereum/transaction")
4. Provide a cURL: Showing the header, payload, and response body.
5. Error Details: Include the error code, message, and any other relevant data from the error response body:
   JSON

   {
       "statusCode": ###,
       "errorCode": "###",
       "message": "###.",
       "data": [
           "###error_verbose"
       ],
       "dashboardLog": "https://dashboard.tatum.io/logs?id=####" //send this "id" code to support
   }
   

6. Reproduction Steps: A clear, step-by-step guide to reproducing the issue or bug.
7. Timestamp: Include the exact time when the issue occurred (e.g., 2023.01.12 - 15:00 GMT).
8. Description: Briefly describe the problem you're facing (e.g., the endpoint fails intermittently.).

RPC calls

If you have issues connecting to Tatum RPC nodes, we require:

1. Chain Name (e.g., Bitcoin, Ethereum)
2. Environment: Specify whether you're using the Testnet or Mainnet.
3. Network URL (e.g., https://api.tatum.io/v3/blockchain/node/BSC)
4. Method(s): The specific RPC method(s) causing the issue (e.g., "eth_blockNumber")
5. Request Example: Provide a sample of the request payload (including headers) you are sending to the RPC node.
6. Response Example: Include the full response (successful or failed) received from the RPC call.
7. Description: Briefly describe the problem you're facing (e.g., the method returns inconsistent block numbers).
8. When the issue started: Provide the exact date and time when the incident first occurred.

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Additional information is available at the following article.

Notifications Missing

• Create a ticket, include Account_ID and subscription_ID (find using v3 or v4 API methods), and add the related transaction hash with a blockchain explorer link.
  • v3 REST API - Get all active subscriptions
  • v4 REST API - Get all active subscriptions

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Missing either subscription_ID and the tx_hash will delay support.

Virtual Accounts

1. Create a Ticket: Submit a ticket with a brief subject line naming the issue or bug.
   1. Include your "Account_ID" (required).
2. Add a brief description of the issue.
3. Include the related "Virtual_Account_ID" (required).
4. If it is about a missing deposit, let us know the related transaction hash.
   1. Please provide a link from a Blockchain Explorer.
5. If it is about being unable to withdraw assets, let us know if there's any pending transaction or a transaction that may have been accepted in the blockchain but the Virtual Account did not detect.
   1. Please provide a link from a Blockchain Explorer.

Disclaimer: Third-Party Code

Tatum staff does not review or check third-party code. Our Support staff can only assist Developers with issues strictly related to the Tatum REST API methods and the Tatum JS SDK.

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For assistance with code or integrations, we recommend seeking assistance from Developers.

Discharge of Responsibility

You must keep your privateKey(s) and mnemonics/seed phrases confidential and secure at all times. Sharing this information with anyone can result in serious consequences such as the loss of your funds. Your private keys and mnemonics give full access to your funds, and once they are shared, you lose control over your assets.

No legitimate Tatum staff member will ever ask for your private keys or mnemonics. If you are asked for this information, it is most likely a scam attempt and you should immediately report it. Your security is of the utmost importance, and we highly encourage you to never share your private keys or mnemonics with anyone, under any circumstances.

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It is your responsibility to safeguard your Private Keys and mnemonics/seed phrases and protect them from unauthorized access.

Bug Bounty Program

At this time, Tatum does not have an active bug bounty program.

However, we greatly appreciate the community's efforts in identifying potential vulnerabilities and reporting them to us. While we cannot offer formal rewards at the moment, we highly value such contributions and are committed to addressing any reported issues promptly.

Should we launch a bug bounty program in the future, we will update our documentation with the relevant details.