Contacting support for non-critical errors

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In the event of non-critical errors that do not impact the rendering of web pages, users of the Officer portals, Citizen portals, and regulations administrators are provided with a quick and easy way to reach out to the support team. An enhanced error notification mechanism automatically provides a detailed description of the issue in a pop-up window.

Within this window, an integrated Need help? button directs the user to another window with clear instructions on how to contact support. It also includes recommendations on the information the user should provide to facilitate a swift resolution of the problem.

If you encounter an error, please follow these steps to contact support:

  1. Click the Need help? button in the window that appears in the upper right corner of the page.

    • The pop-up window will automatically disappear after 8 seconds if you do not close it earlier or navigate to another page.

    • The window will not close if you keep the cursor on it.

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    A new Contacting technical support window will open, providing instructions on the actions you need to take to report the problem for review.

  2. Compose an email to the provided email address support@registry.gov.ua. Make sure to include the Trace ID in the message text, which is also provided in the pop-up window. It may have the following format: Trace ID: 0325982b325e444537f61f1f69203c85.

    What is a Trace ID

    Trace ID is a unique identifier generated for each request in the system. Trace ID helps track the entire path that a request takes through various components of the system. This is particularly useful for diagnosing problems or errors as it allows easy identification of where exactly the issue occurred.

    In our example, the support service uses the trace ID to determine the cause of an error that occurred during the execution of a specific request.

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    Provide additional details such as the page where the error occurred, the specific actions leading up to it, and any screenshots, if available.

    The pop-up will remain visible until you close it or navigate to another page.

  3. Якщо Trace ID відсутній, то передайте до служби підтримки якомога більше деталей з описом проблеми.

  4. If the Trace ID is not present, please provide as many details as possible in describing the problem when contacting support.

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For details, refer to Contacting support for critical errors.