MERCHANT SUPPORT

SUPPORT CHANNELS

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

• By email to support@apexx.global

• Submit a ticket through our website

• Visit our knowledgebase

HOURS OF OPERATION

For non-urgent issues, support cover is available 9.00 - 17:30 UK local time 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 - 17:30 UK local time Monday to Friday, excluding public UK holidays). 

STATUS INFORMATION

Merchants and Partners can view service status updates on our status page. To receive service status notifications automatically, simply enter your email address and click subscribe.