Contact OneSpan Support

When you contact OneSpan Support, collect as much information from Data required by OneSpan Support as possible and send it to [email protected].

Data required by OneSpan Support
Data to provide Where to find it/source of information Example
Contract ID

OneSpan Customer Portal / OneSpan Mobile Portal
  • VDSB-3087-124720
  • TEST-1705-30554

You can take a screenshot of the OneSpan Customer Portal with this information.
App Shielding configuration name OneSpan Customer Portal / OneSpan Mobile Portal
  • iOS-TEST
  • ANDROID-DEEP_SCAN

You can take a screenshot of the OneSpan Customer Portal with this information.
Shielding number (if applicable) On the OneSpan Customer Portal or OneSpan Mobile Portal, go to All Shieldings.

#105721

You can take a screenshot of the OneSpan Customer Portal with this information.
Description of the issue From the team experiencing the issue
  • The app cannot be shielded.
  • The app is crashing.
  • The app does not detect anything.
Device model and OS (if applicable) In the device settings
  • Samsung Galaxy S10 SM-G973F Android 10
  • iPHONE X iOS 14
App specifics and recent changes From your PM/dev team
  • Using cross-platform IDE – CORDOVA / XAMARIN
  • Bitcode is enabled
  • Code obfuscation with DexGuard / ixGUARD
  • Used to work with App Shielding 3.5
  • Mobile Security Suite SDK updated from 4.20.0 to 4.25.1
  • Upgraded Xcode from 11 to 12.
  • Upgraded MacOS from Mojave to Catalina
Metadata From the shield %MTDT% tags
  • REASON = 05
  • ROOT = B58A71
Deobfuscated crash log From the device or from Play Store/Apple Store  
APK/AAB/IPA Export fromthe relevan app store, the [%=Global.VSC%., or from the OneSpan Mobile Portal. OneSpan Support will provide an SFTP for the shielded and/or unshielded app (if needed).