Learn how to accurately fill out a customer support request to receive the best support.
To answer customer support inquiries quickly and accurately, we ask you to provide us with as much detail as possible in all the right places. Here are a few tips to keep in mind when submitting a Support Ticket to Customer Support.
Tip #1: Select the correct department
Why? We can match your question or problem with the right Customer Support advisor.
On the first page of the Payza Support Ticket form, you’ll notice a list of departments such as My Account Support, My Money Support, Business Support, Account Security, and Sales / Business Development. These departments may offer additional options to help get your ticket to the appropriate Customer Support advisor. Be sure you choose the right Customer Support department when submitting your ticket to ensure that the right team receives your ticket immediately and to avoid unnecessary response delays.
Tip #2: Enter personal details that match the information in your account
Why? We can locate your account and transaction history faster.
When submitting a Support Ticket, you’ll be asked to provide your first and last name, your email address, and your date of birth. The information you submit here should match the information listed in the Payza account you need help with. You should not submit support tickets on behalf of other Payza members.
Tip #3: Describe your problem in detail
Why? We can make sure the right Customer Support advisor, in the right department, is notified in the shortest amount of time.
Your subject line should describe your issue: it should be descriptive and provide as many details as possible about the help you need. For example, if you need help resetting your password, choose a subject such as, Help reset my password. If you have a problem with a withdrawal, use a subject line such as, Problem with withdrawal. If you think your account may have been hacked, a good subject line would be: I think my account has been hacked. Never write only “Help me!!!” in the subject line.
Tip #4: Include all the necessary information
Why? When we receive detailed information the first time, we avoid wasting time emailing you back and forth to ask for more or for the correct information.
If your Support Ticket is about a transaction, be sure to include the Payza Transaction Reference Number in the message so that we can quickly locate the transaction you need help with. If it is a problem with your verification documents, let us know which specific document you are having problems with. By providing as much information as possible from the start, we’ll be able to spend more time right at the start helping you and less time asking you for more information.
Tip #5: Do not include sensitive information
Why? We don’t need this information to help you with your problem.
While we do ask you to provide as much detail as possible about your issue, there is such a thing as too much information. Do NOT include details like your Bank Account and Credit Card numbers or other sensitive information in your ticket.
Tip #6: Do not submit multiple tickets for the same issue
Why? Each time you submit a ticket for the same problem, it puts you at the back of the line.
Once you have submitted a Support Ticket, please wait for the response from our team and avoid sending multiple tickets or multiple replies for the same ticket. Doing this could further delay the response from our Customer Support Team. For the quickest response, send only one ticket per issue.
A final tip to remember: Be sure to check our FAQ section first for the solution to your problem before submitting a ticket.