Customer support

This guide describes how you can contact Safepay for support (either while onboarding, integrating or for information on your payments). 

This guide covers the following:

  1. Ways to contact Safepay
  2. How Live Chat Support works
  3. Support hours

Ways to contact Safepay

You can contact us through :

  • Live Chat Support through your Sandbox and Production account through your merchant dashboard
  • By email at support@getsafepay.com

How Live Chat Support works

When you reach out to us through our Live Chat Support, our customer support team will get in touch with you instantly. Our support team is here to answer questions you may have relating to Safepay, our services and anything related to your onboarding. 

To contact our customer support you will need to:

  • Login to your Safepay merchant dashboard.

  • Go to the Help section at the top right of your dashboard screen as shown below.

  • Click on the Live Chat button at the bottom right as shown below.

  • Click on the chat icon in the bottom right corner to get connected to our customer support directly. 

Note: We normally expect to receive questions relating to the following:

  1. What documents you need to provide to onboard with Safepay: We will provide you with information like what is available in this guide. We will also provide you with a video to explain how to fill out our merchant onboarding form. 
  2. How to start with Safepay: We will provide you with information like what is available in this guide. We will also provide you with a video to explain how to start off with. 
  3. How does Safepay settle a merchant (when does money reach your bank account): We will provide you with information like what is available in this guide. 

While we try to answer all questions we are asked, we are not able to provide you information on where the best pakoras in town are.

  • Following any chat with our Live Support you are able to:
    • Download the transcript of the chat
    • Start another chat or go back to your previous chats

Note: Currently Live Chat Support is available from your merchant dashboard. In case you do not have a Sandbox Account or Production Account with Safepay, contact us for assistance or sign up by reading this guide.

Support Hours

We are available over live chat from 9AM - 5PM from Monday to Friday. There might be occasions like a public holiday or a technical glitch where our Live Chat Support might be unavailable, but you can always leave us a message and we will get back to you. 

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