MERCHANT SUPPORT


SUPPORT CHANNELS

Merchants requiring technical support can obtain assistance through the following channels:




HOURS OF OPERATION

For non-urgent issues, support cover is available 9.00 - 18:00 (GMT) Monday to Friday, excluding public UK holidays. 


For urgent issues, support cover is provided on a 24x7x365 basis.



SUPPORTED SERVICES

Payment Gateway (payment processing, tokenisation, webhooks, API responses)

Hosted Payment Page (page styling)

Merchant Portal (login, role privilege issues, reporting)

Issuer Inspector (bin lookup)

Surcharge Inspector (surcharging)



ESCALATIONS

If you have submitted a support ticket concerning an issue that requires escalation, please contact your Relationship Manager. 


Your Relationship Manager will respond during UK office hours (9.00 - 18:00 GMT Monday to Friday, excluding public UK holidays).