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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 (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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Note

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.

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 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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Note

  • 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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Warning

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

Updated 13 days ago