Technical problems
Attachments in support tickets
What to upload, what to remove and how private files are handled.
Upload only what is needed
An attachment can make an error or data-quality issue easier to understand, but it is optional. Use text when text is enough.
The field shows permitted file types, size limit and file count for the current service. Files that do not pass the checks are rejected.
Before uploading
- Remove passwords, one-time codes, access links and complete payment details.
- Hide another person's information if it is not needed for the issue.
- Use a descriptive file name without national identity numbers or other sensitive data.
- Do not upload executable files or content you do not have the right to share.
Storage and access
Attachments must be validated, assigned a safely generated storage name and kept in private storage. Only the customer with verified ticket access, authorised support staff and necessary technical processes should be able to retrieve the file.
The public conversation may show a safe file name but must not expose a predictable public file address or internal security results.