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Support

Existing customers and integration partners can reach us by email or through the merchant dashboard. Response targets are set out in each customer's agreement.

How to reach us

What to include

  • Your merchant or partner ID and the environment (production or test).
  • Payment, refund or payout IDs, and the time the issue started.
  • What you expected and what happened, with error codes if you have them.
  • Never include card numbers, CVVs, passwords or API secrets.

How issues are prioritised

  • Critical

    Payments or payouts failing in production for many customers, or a suspected security issue.

  • High

    A production feature degraded with a workaround, or failures affecting some transactions.

  • Normal

    Questions, configuration changes, reports and non-urgent issues.

For complaints about a payment or our service, see grievance redressal.