Information to Provide when Opening an Auth0 Support Case

Dec 5, 2025

Overview

This article details the information required when opening an Auth0 support ticket.

Applies To

Solution

When opening a support ticket, providing as much detail as possible is important. Use the following guidelines for reference:

Provide a clear and concise summary of the request or issue in the Request Summary field. At a minimum, provide the following details:
- Auth0 Tenant Name
- Approximate timeframe the issue most recently occurred
- The Application or Connection name
- Description of the attempted action
- Expected outcome
- Actual outcome or point of failure
- Error messages or screenshots showing the problem
- Configuration history (e.g., if the configuration worked previously or is new)
- Scope of the issue (e.g., if the problem occurs for all users or a specific subset)
- Troubleshooting steps attempted
- Exact steps to reproduce the issue
Select a ticket priority that reflects the impact and urgency of the issue.
Include screenshots of error messages or copy the exact error message in the ticket form.
Include the results from troubleshooting tools
Include any relevant logs depending on the issue, for example:
- An HTTP Trace file (a .har file) for issues within a browser or Desktop Single Sign-on issues.
- Review Sanitizing HTTP Traces and remove any sensitive information before uploading the results.

If you have any questions, please contact Auth0 Support.

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