How to report issues with Thales NFC Wallet SDK?

General notes

To troubleshoot efficiently, the Thales onboarding and support team 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 variant

   • Specify the SDK version.

   • Specify whether you use the debug or release variant.

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 PreProd or Production.

   • Specify distribution

   • Specify audience (internal testing, beta users, public end users).

8. Affected devices and iOS versions

   • List device models and iOS 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 or digital card

• Define the impacted wallet instance (application installed on a specific end-user device)

  • Share the corresponding Wallet ID

  • Use TSHPay.walletID to retrieve the wallet identifier.

• Identify the impacted digital card (if applicable).

  • Share the corresponding identifier (digitalCardID) when possible.

  • Retrieve digitalCardID from DigitalCard#digitalCardID.

1. NFC Wallet SDK logs

• If you can reproduce in a controlled environment, reproduce with a debug build and collect logs.

• Follow How to retrieve logs from iOS device.

Do not share PAN, CSC/CVV2, OTP, or other end-user sensitive data in tickets. Use identifiers such as digitalCardID instead.

Provide use case-specific details

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.

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)?

Payment

Issue report template

Please use the following template when submitting an issue report to Thales TSH Pay SDK support team.

Please replace the template fields as for example < PLEASE FILL HERE > by the corresponding details or put N/A if such information is not available.

1) Thales TSH Pay SDK version & variant: < PLEASE FILL HERE >

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

3) Use case involved: < PLEASE FILL HERE one of: SDK init, token enrollment, payment, replenishment, life-cycle management, other >

4) Issue summary: < PLEASE FILL HERE in free text >

5) Reproduction steps: < PLEASE FILL HERE in free text >

6) Expected behavior: < PLEASE FILL HERE in free text >

7) Application environment: < PLEASE FILL HERE the most appropriate from: PPROD/PROD; internal testing, beta, publicsssss >

8) Affected device: < PLEASE FILL HERE device information including OS version >

9) Occurence rate: < PLEASE FILL HERE statistics about the issue occurence >

10) Token ID/Wallet ID references: < PLEASE FILL HERE >

11) Log: < Please attach the log as plain text file >