If you are an existing merchant and have a question that is not answered in this knowledge base, are experiencing an issue or would just like to provide some feedback to APEXX then please log a support ticket with us using one of the following options: 

1. On the APEXX Global website

Please go to https://www.apexx.global/support and complete the form at the bottom of the page. You will be prompted to register an account in order to create tickets and view them on the support portal afterwards. Note that this is not linked to your APEXX transaction portal login.

What do I enter in the Description field?

Please provide a step-by-step description of your problem or query. When investigating technical incidents, our engineers require specific examples of affected transactions in order to accurately recreate and troubleshoot any issues. 

Where possible we ask that you include the following data points in your transaction examples:

  • Account ID sent in API request
  • Transaction ID received in API response
  • Date and time
  • Merchant name
  • Currency
  • Amount
  • Merchant reference
  • Order number
  • Acquirer name

What do I enter in the Business Impact field?

Understanding the impact that a specific concern has on your business helps us to correctly prioritise and route your ticket. Please let us know if your ability to process transactions is affected to any extent, if your business operations are impaired, and whether you have a workaround. 

2. By email to support@apexx.global

Emailing our support team will create a ticket on our system automatically. In order for the ticket to be associated to the correct account, please ensure that this is sent either from an email address in the merchant's domain, or on behalf of a merchant by a pre-approved third party.

As with tickets submitted via the portal, we require a detailed description of the issue including the affected product area, frequency, specific examples and an idea of the impact this has on your business.

Once your ticket has been successfully submitted you will receive an email confirmation with a link allowing you to view and update the ticket on our portal. You will also receive notifications when your ticket is updated or resolved.