SWIFT The global provider of secure financial
messaging services

 

Reporting a problem

A persistent problem that cannot be resolved by the troubleshooting guidelines can be reported to the Customer Support Centre.

To access the Support services, you must first register yourself on swift.com. Registration will allow you to access our specialised online services such as the knowledge base, case manager, documentation, ordering, and billing information.

When you report a problem to SWIFT, use by preference the Case manager on our web site. You must give as much electronic evidence as possible, in order to allow a faster investigation and a faster resolution of the problem. (Clearly indicate the business impact of the problem for your institution.)

Alternatively, you can contact the Customer Support Centre by telephone. Ensure that you have access to your system and provide the following details:

  • Identify yourself by providing your personal registration number that is mentioned on your Support registration card
  • Your case number, if you are calling about an open problem that you have reported previously
  • What happened and what you were doing when the problem occurred
  • The actions that you have taken to solve the problem
  • The exact wording of any error message

You can then send your collected evidences by different means:

  • by e-mail to support@swift.com. Mention the case number in the subject of the e-mail
  • by the dropbox service that is available on Support
  • by the sendsupportinfo command, directly from your SWIFTNet Link host
Syntax: swiftnet sendsupportinfo [-d ] -a is the name of the directory where the diagnostic files are copied or located. This parameter is optional. If this parameter is not specified, then the command will use the default directory (Windows: %SWNET_HOME%logsupportinfo, UNIX: $SWNET_HOME/log/supportinfo).

is the number of the case for which the evidences are being sent. This parameter is mandatory in order to be able to link the evidences to the correct case in the case manager application.