Send useful details to support

Give support enough information to identify the failed step, without disclosing credentials. Use your existing conversation for the same problem.

Include only what is still missing

• Site URL and account email used for lookup, or the relevant transfer/subscription reference.
• App/source/device model and version, phone OS and country where relevant.
• What you wanted to do, what happened, and the exact error text.
• Approximate start/failure time and timezone; last successful update if known.
• Which checks you already tried and what each showed.
• For missing records: data type and a representative date/time at the source and destination.

A site URL or invoice reference helps locate an account; it is not sole proof of ownership for a recovery change.

Compare the shortest useful chain

Source app/cloud → Nightscout browser → affected follower. Note where the newest timestamp stops. For Pro Connect, use Pro Connect Logs. For phone uploaders, use their documented connection/event status. For a transfer, keep the existing job reference rather than creating another request.

Redact screenshots and logs

Remove passwords, API Secrets, tokens, CareLink redirect URLs, APNs keys, full card details and one-time codes. A URL can contain a token even if it looks like an ordinary link. Include the error and surrounding non-sensitive context, not a complete unreviewed log export.

You do not need to resend information or screenshots already supplied. If a suggested fix has already failed, say so; support should choose the next investigation or obtain appropriate technical help rather than repeat the same reply.