Choose the affected product
Compliance Platform
Diagnose organization access, applications, cases, evidence, and reports.
Privacy Layer for Stellar
Diagnose wallet, private-state, proof, Soroban, delivery, and audit issues.
Privacy Layer for Solana
Diagnose wallet, indexer, proof, relayer, and transaction issues.
Stellar and Solana use separate network-specific implementations. Follow the
runbook for the network configured in the affected client deployment.
Determine the scope
| Observed impact | Likely boundary | Next owner |
|---|---|---|
| One user or wallet is affected | Identity, wallet state, assignment, permission, or local client state | User or client operator |
| One application, case, contract, or transaction is affected | Product configuration, workflow state, approved scope, or transaction state | Product administrator or integration operator |
| Several authorized users are affected in one product | Shared configuration or product service | Deployment owner or Arcane support |
| Several products or environments are affected | Deployment or service operation | Deployment owner or Arcane support |
Prepare evidence
Collect the minimum information needed to reproduce the issue:- UTC date and time;
- affected product and environment;
- organization, application, network, contract, case, job, or public transaction identifier, where relevant;
- exact error message and response status;
- last confirmed workflow stage;
- whether another authorized user can reproduce the issue.
Escalate the issue
Use the support channel assigned to your deployment. If you do not know that channel, contact your organization’s Arcane deployment owner and provide the minimum evidence above.Contact Arcane support
Review the escalation path and evidence requirements.