Good diagnostics identify your store, route, time, expected state and observed state while minimising sensitive information. Liva 7 should provide a secure support path for account-specific investigation.
Use this guide when
A store-specific issue remains after the documented health and recovery checks.
Follow this route
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Run Store health
Capture the current grouped conclusion and exact failing stage before opening a support request.
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Identify the subject
Include the experience, placement, policy, receipt or connection identifier rather than a broad description.
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Record time and reproduction
State the market, page, device, approximate time and the shortest safe sequence that reproduces the issue.
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Remove secrets
Never include passwords, access tokens, private keys, full payment details or unnecessary customer data.
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Use the secure channel
Submit through the current Liva 7 support route and retain the case reference.
Before you finish
- A screenshot is redacted where needed
- The issue can be tied to a receipt or health state
- Wider incident status has been checked