How to raise a Merchant Care request through the Dashboard

Our inbuilt webform lets you contact Merchant Care directly through the Dashboard.

Use this form to supply a request category and link the request to your account when you raise a Merchant Care request.

Here's how it works:

1. Log in to the Dashboard.

2. Once logged in, click the (?) icon at the top right of the Home Page.

3. You’ll see a dropdown menu appear. Click on the Request support option:

4. Fill in the information to give Merchant Care information about your request. We recommend providing as much information as possible as it will help us respond to your request quickly.

5. Click the Submit request button to send the request to Merchant Care .

Once you’ve submitted the request, we’ll send you a confirmation email with a case number which you can use to track your request with us.

Top tips for raising a merchant care request

Email subject: This should be a clear and concise summary of the issue or question

Description: Provide clear details about the query or issue you’re experiencing and what you’re trying to achieve:

• If the issue is affecting transactions, provide the transaction id(s), payment id(s), and the transaction date(s)

• Describe the errors or decline codes you're seeing, and what you'd normally expect

• Summarize any actions you've taken to try to resolve the issue

Example case