Reporting Notifications Issues

To help us diagnose and resolve issues with Notifications efficiently, please include the following details when reporting an issue.

Required Information

1. Subscription ID & Affected Address(es)

   • Confirm the blockchain network and environment the subscription belongs to (e.g., Ethereum Mainnet, Bitcoin Testnet).
   • Provide the Subscription_ID for the missing notification(s).
     You can find your active subscriptions using:
     • v3 REST API – Get all active subscriptions
     • v4 REST API – Get all active subscriptions
   • Indicate the address(es) the subscription(s) were monitoring.

2. Transaction Information

   • Provide example transaction hash(es) for which you expected a notification but did not receive one.
   • Include a Blockchain Explorer link verifying the transaction status.

3. For HMAC and Missing x-payload-hash in Response Headers

   • If you're experiencing issues with HMAC and the x-payload-hash is missing in response headers, you are likely using a different API key to create new subscriptions.
   • The x-payload-hash feature is enabled per API key. More details can be found here:
     • Troubleshooting missing x-payload-hash in notifications
     • Guide on how to enable HMAC

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Attention

• Missing either the Subscription_ID or Transaction Hash will delay or prevent the Support team from assisting you.
• If using HMAC Authentication, ensure that you use the same API key for all subscriptions where you expect the same "x-payload-hash" in the response headers.

Why This Information Matters

Providing your Account ID, Subscription ID, and transaction details ensures we can accurately identify and debug issues with Notifications. Without this information, troubleshooting may be significantly delayed or unfeasible.

• Subscription IDs help us locate the affected webhook or event listener.
• Transaction hashes allow us to verify if the event was triggered on the blockchain.
• HMAC-related issues often stem from incorrect API key usage when creating subscriptions.
• Clear issue descriptions ensure faster investigation and resolution.

By following this guide, you help us resolve your Notification issue as efficiently as possible.