---
title: "Contact OneSpan Support"
slug: "oapps-tg-contact-onespan-support"
updated: 2026-10-20T11:52:52Z
published: 2026-10-20T11:52:52Z
canonical: "docs.onespan.com/oapps-tg-contact-onespan-support"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://docs.onespan.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Contact OneSpan Support

When you contact OneSpan Support, collect as much information from [Data required by OneSpan Support](/oapps/docs/oapps-tg-contact-onespan-support#Tab_ContactSupport) as possible and send it to [OneSpan Support](mailto:support@onespan.com).

| Data required by OneSpan Support |
| --- |
| Data to provide | Where to find it/source of information | Example |
| Contract ID | [OneSpan Customer Portal](https://cp.onespan.com/) / [OneSpan Mobile Portal](https://mobile.onespan.com/) | - VDSB-3087-124720 - TEST-1705-30554 You can take a screenshot of the portal with this information. |
| App Shielding configuration name | [OneSpan Customer Portal](https://cp.onespan.com/) / [OneSpan Mobile Portal](https://mobile.onespan.com/) | - iOS-TEST - ANDROID-DEEP_SCAN You can take a screenshot of the portal with this information. |
| Shielding number (if applicable) | On the [OneSpan Customer Portal](https://cp.onespan.com/) or [OneSpan Mobile Portal](https://mobile.onespan.com/), go to All Shieldings. | #105721 You can take a screenshot of the portal with this information. |
| Description of the issue | From the team experiencing the issue | - The app cannot be shielded. - The app is crashing. - The app does not detect anything. |
| Device model and OS (if applicable) | In the device settings | - Samsung Galaxy S10 SM-G973F Android 10 - iPHONE X iOS 14 |
| App specifics and recent changes | From your PM/dev team | - Using cross-platform IDE – CORDOVA / XAMARIN - Bitcode is enabled - Code obfuscation with DexGuard / ixGUARD - Used to work with App Shielding 3.5 - Mobile Security Suite SDK updated from 4.20.0 to 4.25.1 - Upgraded Xcode from 11 to 12. - Upgraded MacOS from Mojave to Catalina |
| Metadata | From the shield %MTDT% tags | - REASON = 05 - ROOT = B58A71 |
| Deobfuscated crash log | From the device or from Play Store/Apple Store |  |
| APK/AAB/IPA | Export from the relevant app store, the [OneSpan Customer Portal](https://cp.onespan.com/), or from the [OneSpan Mobile Portal](https://mobile.onespan.com/). | OneSpan Support will provide an SFTP for the shielded and/or unshielded app (if needed). |