Login
    Contents x
    Contact OneSpan Support
    • 19 Oct 2024
    • 1 Minute to read
    • Dark
      Light
    Contents

    Contact OneSpan Support

    • Updated on 19 Oct 2024
    • 1 Minute to read
    • Dark
      Light
    Article summary

    When you contact OneSpan Support, collect as much information from Data required by OneSpan Support as possible and send it to support@onespan.com.

    Data required by OneSpan Support

    Data to provide

    Where to find it/source of information

    Example

    Contract ID

    OneSpan Customer Portal / OneSpan Mobile Portal

    • VDSB-3087-124720

    • TEST-1705-30554

    You can take a screenshot of the OneSpan Customer Portal with this information.

    App Shielding configuration name

    OneSpan Customer Portal / OneSpan Mobile Portal

    • iOS-TEST

    • ANDROID-DEEP_SCAN

    You can take a screenshot of the OneSpan Customer Portal with this information.

    Shielding number (if applicable)

    On the OneSpan Customer Portal or OneSpan Mobile Portal, go to All Shieldings.

    #105721

    You can take a screenshot of the OneSpan Customer 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 fromthe relevan app store, the [%=Global.VSC%., or from the OneSpan Mobile Portal.

    OneSpan Support will provide an SFTP for the shielded and/or unshielded app (if needed).

    Was this article helpful?
    What's Next
    Change password!
    Changing your password will log you out immediately. Use the new password to log back in.
    Change profile
    Success!
    First name must have atleast 2 characters. Numbers and special characters are not allowed.
    Last name must have atleast 1 characters. Numbers and special characters are not allowed.
    Enter a valid email
    Enter a valid password
    Your profile has been successfully updated.
    Logout
    ESC

    Ozzy, our interactive help assistant