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Reporting issues or bugs - Error 40X, 50X

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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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Note

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: 
    {
    "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: Specify the blockchain you're working with (e.g., Bitcoin, Ethereum).
  2. Environment: Indicate whether you're using the Testnet or Mainnet.
  3. Region: Specify where your production environment is hosted (e.g., US, EU, SEA, or other).
  4. Network URL: Provide the full URL of the RPC endpoint you're using (e.g., https://api.tatum.io/v3/blockchain/node/BSC).
  5. Method(s): List the specific RPC method(s) causing the issue (e.g., eth_blockNumber).
  6. Request Example: Share an example of the request payload, including all headers, that you are sending to the RPC node.
  7. Response Example: Attach the full response (whether successful or failed) received from the RPC call. Ensure sensitive information is removed.
  8. Problem Description: Briefly explain the issue you're encountering (e.g., inconsistent block numbers returned by the method).
  9. Incident Start Time: Specify the exact date and time (with timezone) when the issue began.

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Note

Additional information is available at the following article.

Notifications

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Warning

Missing either the subscription_ID and the tx_hash will delay or prevent the Support team to help you.

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.

Js SDK

  1. Verify Your SDK Version
    • Ensure you have installed the latest SDK version.
    • Check the latest version of Tatum Js SDK HERE.
  2. Generate a Log Report
    • Find the guide HERE

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Warning

  1. Tickets submitted without the Log report file will be rejected.
  2. Submissions with an SDK version older than the current version will also be rejected.

KMS

  1. Verify Your KMS Version
    • Ensure you have installed the latest KMS version.
    • Check the latest version of Tatum KMS HERE.
  2. Generate a Debugging Report
    • Use the report command to generate a detailed system report. This report includes:
      • Your KMS version
      • Node.js version
      • Signature_ID storage type general details. Mnemonic or PrivateKey based.
      • Any warnings identified
        Example request:
      $ tatum-kms e3015fc0-2112-4c8a-b8bf-353b86f63ba5,11115fc0-2112-4c8a-b8bf-353b86f63111
{
  "system": {
    "kmsVersion": "7.0.6",
    "nodeVersion": "v18.18.2",
    "store": {
      "type": "LOCAL",
      "exists": true
    }
  },
  "wallets": {
    "e3015fc0-2112-4c8a-b8bf-353b86f63ba5": {
      "type": "PRIVATE_KEY",
      "chain": "BTC",
      "testnet": true
    },
    "11115fc0-2112-4c8a-b8bf-353b86f63111": {
      "type": "MNEMONIC",
      "chain": "ETH",
      "testnet": true,
      "warnings": [
        "No xpub found"
      ]
    }
  },
  "apiKey": "t-6111***************************************222222",
  "warnings": [
    "Wallets file was is not accessible"
  ]
}
  3. Explore Additional Resources

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Warning

  1. Tickets submitted without the KMS report file will be rejected.
  2. Submissions with a KMS version older than the current version will also be rejected.

Disclaimer: Third-Party Code

Tatum staff does not review, debug, or evaluate third-party code. Our support is limited to issues strictly related to Tatum REST API calls, methods, or the Tatum JS SDK.

We strongly recommend that Developers test our endpoints in a standalone environment, such as Postman, before contacting the support team.

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Note

For code or integration-related assistance beyond Tatum's scope, we suggest consulting with experienced Developers.

Discharge of Responsibility

Your privateKey(s) and mnemonics/seed phrases must remain confidential and secure at all times. Sharing this information can result in the loss of your funds. These credentials grant full access to your assets, and once exposed, you lose control over them.

No legitimate Tatum staff member will ever request your private keys or mnemonics. If someone asks for this information, it is likely a scam. Report such attempts immediately. Your security is paramount—never share your private keys or mnemonics under any circumstances.

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Warning

Safeguarding your private keys and mnemonics/seed phrases is your sole responsibility. Protect them from unauthorized access to ensure the safety of your funds.

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.

Updated 3 days ago