> For the complete documentation index, see [llms.txt](https://docs.payments.thalescloud.io/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.payments.thalescloud.io/nfc-wallet-sdk-android/help/knowledge-base/report-nfc-wallet-sdk-issues.md).

# Report NFC Wallet SDK issues

### General notes <a href="#general-notes" id="general-notes"></a>

To troubleshoot efficiently, Thales support needs the key details up front.

Missing context usually means more back-and-forth and a slower resolution.

Include the following in every issue report:

1. **NFC Wallet SDK version and build type**
   * Specify the SDK version.
   * Specify whether you use the `dev` or `release` build.
2. **Issue type**
   * Crash (include a crash log).
   * SDK error (include the error details).
   * User experience issue
   * Other (describe clearly).
3. **Use case**
   * Initialization or wallet secure enrollment (WSE).
   * Tokenization (create and provision a digital card).
   * LCM (suspend, resume, delete).
   * Other (describe).
4. **Issue summary**
   * Describe what happened and when it started.
   * For crashes, attach the stack trace. Make sure that the stack trace is already decoded by the application mapping files (generated at application build time).
   * For SDK errors, include:
     * The last NFC Wallet SDK API method called.
     * The error code and message.
     * Any additional fields from the error object.
   * For user experience issues, attach a screenshot or screen recording.
5. **Steps to reproduce**
   * Provide an exact, numbered sequence.
   * Call out prerequisites (configuration, test account state, network, etc.).
   * Clarify whether it is systematic (100% reproducible) or intermittent.
6. **Expected behavior**
   * Describe what you expected versus what you observed.
   * **Note**: Sometimes a misinterpretation of the SDK feature functionality is reported as an issue.
7. **Environment**
   * Specify `Pre-Production` or `Production`.
   * Specify distribution (internal testing, beta, or public end users).
8. **Affected devices and Android versions**
   * List device models and Android versions where the issue reproduces.
   * List devices where the issue does *not* reproduce (if known).
9. **Occurrence rate**
   * Provide counts and a time window (for example, “2 out of 10 attempts” or “10 times in 24 hours”).
   * Estimate the percentage of end users affected.
10. **Affected wallet instance and digital card**
    * Share the wallet id (see [retrieve the wallet id](/nfc-wallet-sdk-android/get-started/configuration/4.-initialize-the-nfc-wallet-sdk.md#retrieve-the-wallet-id)).
    * Share the digital card identifiers (see [tokenized card id and digital card id](/nfc-wallet-sdk-android/implement-nfc-wallet/manage-digital-cards/display-digital-cards.md#tokenized-card-id-versus-digital-card-id)).
11. **NFC Wallet SDK logs**
    * If you can reproduce in a controlled environment, reproduce using a build of your **digital wallet application** that integrates the NFC Wallet SDK `dev` build.
    * Follow [Retrieve logs from an Android device](/nfc-wallet-sdk-android/help/knowledge-base/retrieve-logs-from-an-android-device.md).

{% hint style="warning" %}
Do not share PAN, CSC/CVV2, OTP, or other end-user sensitive data in tickets. Use identifiers such as `digitalCardID` instead.
{% endhint %}

### Provide use case-specific details <a href="#issues-in-certain-use-cases" id="issues-in-certain-use-cases"></a>

Some use cases need extra context. Add the details below, in addition to the standard template.

Avoid generic statements like “Tokenization fails” or “payment doesn’t work”. They block triage and slow down resolution.

{% tabs %}
{% tab title="Tokenization" %}

1. Confirm the expected flow.
   * Is this the **green flow** or **yellow flow**?
   * Did **wallet secure enrollment** complete successfully?
2. Pinpoint where the flow stops.
   * What is the last NFC Wallet SDK API method called?
   * What is the last NFC Wallet SDK API method that completes successfully?
3. Share the exact error (if any).
   * What are the error code and message?
   * What additional fields are returned in the error object (if present)?
     {% endtab %}

{% tab title="Payment" %}

1. Describe the payment use case.
   * Is this **contactless payment**, **DSRP remote payment**, or **QR code payment**?
   * Which **payment network** is affected (for example, Visa or Mastercard)?
2. If this is contactless payment, share the setup.
   * Is your **digital wallet application** set as the default payment application?
   * Which mode are you using: double-click, field-detect, or manual mode?
   * Do you start payment with the default payment card, or a specific `digitalCardID`?
   * Which profile is used: card-like or flexible **CDCVM**?
3. Share the exact error (if any).
   * What are the error code and message?

{% hint style="info" %}
For payment issues, include device logs for both **Tokenization** and the payment attempt.
{% endhint %}
{% endtab %}
{% endtabs %}

### Issue report template <a href="#issue-report-template" id="issue-report-template"></a>

Use this template when reporting an issue to Thales support.

Replace `<PLEASE FILL HERE>` with your values. Use `N/A` when not applicable.

```
1) NFC Wallet SDK version & build type (`dev` or `release`): <PLEASE FILL HERE>

2) Issue type (crash, SDK error, user experience, other): <PLEASE FILL HERE>

3) Use case (SDK initialization, wallet secure enrollment, Tokenization, payment, LCM, other): <PLEASE FILL HERE>

4) Issue summary: <PLEASE FILL HERE>

5) Steps to reproduce: <PLEASE FILL HERE>

6) Expected behavior: <PLEASE FILL HERE>

7) Environment (`Pre-Production` or `Production`) and distribution (internal testing, beta, public end users): <PLEASE FILL HERE>

8) Affected devices and Android versions: <PLEASE FILL HERE>

9) Occurrence rate: <PLEASE FILL HERE>

10) Wallet ID and `digitalCardID` (if applicable): <PLEASE FILL HERE>

11) Logs and attachments: <PLEASE FILL HERE>
```


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