Whether you want to use Payza to send money online, make purchases from a growing number of online merchants, or receive payments for your online business, knowing how to best use all of our services and features can be a challenge. Did you know that you can get help with your Payza Account in many different ways? Contacting our customer support team and submitting a ticket is one way, however we are also available via other resources.
We want to help make it easier for you to get answers to any questions you have about your Payza Account by presenting these different resources to you:
The Payza Reference Center
The Payza Reference Center can help you in many different ways. When you’re new to Payza, whether you’re a Personal or a Business Account Member, our setup guides can help you get your account registered and ready:
Once your account is set up, our Reference Center also provides handy manuals to assist you with your Personal or Business Account. These manuals are a great information resource for you and provide in-depth, step-by-step instructions to assist you with your Payza Account:
Anytime you need guidance for your Payza Account, or when you have questions or encounter difficulties using our services, you should always consult our Payza Reference Center first. Here, you will find lots of helpful information and learn the best way to use our online payment platform for money transfers, shopping online, and digital payments.
The Payza Reference Center Forum
For more general questions about Payza or your Payza Account, you can turn to the Payza Reference Center Forum. This forum is open to everyone, so you can receive answers not only from the Payza Team, but also from other Payza members. If you see a question from someone in the forum that you know the answer to, feel free to post an answer to it!
Keep in mind that posts published in this forum can be accessed by anyone, so be careful with the type of information you share here. For account-related inquiries that contain sensitive information, you should instead submit a ticket to our customer support team directly.
Payza Customer Support
Our Payza Customer Support Team is available to answer all of your questions via email on weekdays from 12am Monday to 11.59pm Friday EST. Simply go to the Payza Support page, click on “Contact our Support Team” and submit your ticket.
To answer customer support inquiries quickly and accurately, we ask you to provide us with as much details as possible in all the right places. This post can help you prepare your ticket: 6 tips for submitting the best Payza Customer Support Ticket. Be sure to take a look at these tips when submitting your ticket and our customer support team will get back to you within 3 business days.
Payza will send a reply to your ticket via email. However, to avoid having these important emails delivered to your junk or spam folders, follow this guide to “whitelist” messages from Payza Customer Support ([email protected]) so that they go straight to your inbox: How to Never Again Miss an Important Email from Payza.
Social Media Chats
Did you know that we have our own Facebook page and Twitter Support page? Simply look for @payzaglobal on Facebook and @PayzaSupport on Twitter. Our social media customer support teams are available to assist you and answer your questions via private message.
Recently, we also launched a Facebook page aimed solely at merchants: The PayzaSales Facebook Page. If you as a merchant have any business-related questions, send us a private message and our Business Team will answer you!
Please note that our social media chats are not our official support, so for the safety of our members not all questions about your Payza account can be answered here. For highly sensitive questions, please contact our customer support team instead. Also note that the social media chats are not available on weekends or holidays.
The next time you have any questions about your Payza Account, take a moment to decide which one of these resources would be best suited for your situation. This will also save you some valuable time.
When signing up for your Payza Account, determine whether a Personal or Business Account is right for you. If you’re an online business owner, or thinking of becoming one, sign up for a Payza Business Account.
As a merchant, you might have questions about Payza and the payments industry, and we want to keep you up to date with all our business-related Payza releases and blog posts. That is why we have now launched a social media page aimed solely at merchants: The PayzaSales Facebook Page.
There, we will keep you informed about Payza updates for Business Account members, tips and tricks for online business owners, payments industry trends, consumers and e-commerce in countries and regions all over the world, and more! Also, if you have any business-related questions, you can send us a private message and our Business Team will answer you!
With a Payza Business Account, merchants have access to many great features: accept online payments by credit card, Bitcoin, or e-wallet, make payouts in both fiat currency and Bitcoin, and so much more. Now, the PayzaSales Facebook Page gives you the opportunity to connect with other business owners and professionals in order to take full advantage of your business account. Having a Payza Business Account gives you more than just a simple and secure way to process online payments. With Payza, you get a wide range of business tools to help you run your business more efficiently. Learn more about a Payza Business Account here: Payza Business Account Features.
So what are you waiting for? Check out the PayzaSales Facebook Page today and give us a like and a follow!
Now that you’re set up, our manual will show how best to use our digital payment platform for money transfers and shopping online.
We are eager to share our latest information resource from the Payza Reference Center. Once you’ve completed the steps of our Personal Setup Guide and start making payments, you can continue receiving guidance from our detailed Payza Personal Manual. The manual provides in-depth, step-by-step instructions to assist you with money transfers and online purchases, as well as an overview of features available to you as a member of our payment platform.
Our manual will replace our FAQ section of the Payza website and should be the first resource to consult should you have questions or encounter difficulties using our services.
You can consult the manual whenever you like, here, where you will find helpful guides for the following services and features:
Just like our Setup Guides in the Reference Center, we organized the manual into easy to navigate sections to help you when submitting customer support inquiries. If you encounter difficulties making payments, simply indicate the section in the guide you are experiencing difficulties with when you submit a customer support ticket.
Your opinions matter: Tell us what you think
We made this manual for you, our Personal account holders. Though we have a good understanding of your needs, we know that we can strengthen the content of our manual further with your feedback.
We encourage all Payza members to view the guide and suggest edits for sections that are unclear, missing information, or are simply not up to par with your expectations. We review all comments and suggested edits daily; rest assured, your inputs will guide us in keeping this manual robust and complete, as well as guide us in developing future resources for Payza members.
To provide your feedback, simply click the Suggest Edits icon at the top right of the page, below the search tool.
Payza members can now send secure direct messages to Payza’s Customer Support Team within their account
LONDON, UNITED KINGDOM – 11/17/2016 (PRESS RELEASE JET) — Payza, a global payment platform, has announced today the launch of a new direct messaging customer support feature with In-Account Support. The service will offer members improved customer assistance by being accessible directly within their accounts wherever they require additional guidance. The new support system will also provide an enhanced mobile support experience to complement the latest version of the Payza mobile app (including iOS), which will be rolling out before year end.
The pilot project for the direct messaging feature has been running since the start of October and is offered to Payza Business Account holders as well as all members in the US, UK, Canada, India and Bangladesh. Now members can submit a support inquiry in seconds without interrupting their session.
The feature comes as the first initiative in a series of enhancements to the Payza user experience. The new Payza Reference Center, home to Payza’s account setup guides, user manuals, and API and Advanced Integration guides, is also currently in development. These services, along with Payza video tutorials published to the company’s YouTube Channel represent a major shift in how Payza envisions providing self-serve and Payza-assisted support to its members.
This new highly secure method of communication will facilitate a prompt two-way conversation between Payza and its members. The feature will also be used to inform members of updates to their account by providing announcements and reminders. Payza will send periodic chat messages and pop-up “Notes” with information about new features, promotions, account updates, and other helpful tips. On rare occasions, Payza will use full-screen pop-up messages for important updates and announcements.
“We are excited to unveil these latest support tools to our Payza members. We believe our members deserve a practical way to engage with our support team. This new system is the ideal solution,” explains Firoz Patel, Payza’s global executive vice president. “The direct messaging feature will provide our members with the convenience they are looking for.”
If a member is unable to access their account for any reason, they can still contact Payza from the Customer Support Page.
To learn more, visit: https://blog.payza.com/payza-updates/announcements/customer-service-payza-account/
Payza is a leading online payments technology platform used by licensed entities around the world. Payza’s highly secure platform provides businesses and consumers with convenient and flexible solutions for sending and receiving payments worldwide. The company offers access to payment services in both traditional and emerging markets, as well as a host of tools and services including: fraud screening, dispute resolution, currency exchange, global payouts and disbursement services. With millions of members, Payza offers its services around the world in 21 currencies, and is proud to provide its merchants around the globe with a complete solution for accepting payments and managing their businesses.
Payza is a registered trademark of UK-based MH Pillars Ltd.
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.
Live Chat Customer Support returns following a week of maintenance and is available from Monday to Friday during business hours of 10:30 am to 6:30 pm EST.
Our Customer Support team is making changes to our operations so that we can respond to your customer support requests faster. Here we provide an overview of how we are optimizing our customer support services.
Less Live Chat means faster responses to your Support Tickets
The majority of our Payza members receive solutions to their customer support questions by submitting a support ticket. In order to respond to your support ticket as soon as possible, we will reduce our time on Live Chat so that our customer support team can focus on answering support tickets.
Starting June 20th, Live Chat Support will no longer be available 24 hours a day; instead, Live Chat will be open during business hours, Monday to Friday, from 10:30 am to 6:30 pm EST. This change will enable us to respond to customer Support Tickets within two to five business days.
How to get the fastest customer support: check our FAQs first
Payza’s website provides a wealth of information on our services. Sometimes the best way to obtain an answer to your customer support question is to refer to our Frequently Asked Questions (FAQs) page.
Here you will find guidance for common questions, such as:
- How to sign up for a Payza account
- What to do if you forget your password
- How to add to add funds to account using your credit card
- What to do if there is something wrong with purchase you made online
- How to verify your account
- How to withdraw funds from your account
If you cannot find the answer you are looking for on our FAQs page, we will be happy to help you through our Ticket Support service.
Great tickets enable us to help you faster
Please be sure to submit a detailed ticket so that we can provide a solution to your needs as soon as possible.
Here are a few tips to submitting the best Ticket Support request:
Optimizing our customer support services is a top priority at Payza and we will continue to strengthen our Customer Support. We look forward to informing you of our progress.
If you contacted our Customer Support team, you likely received a survey asking you to evaluate your experience. Please send us your feedback because we love to hear from you and we will use your comments to guide us in ameliorating our services.
Payza is committed to offering the best customer support in our industry, and we do so by making sure our members can always reach us easily, and by making sure that our support team is knowledgeable, friendly, and dedicated to making sure our members get the answers they’re looking for.
Last year, Payza introduced two new support options to make it easier for our members to get in touch with an advisor when they needed a bit of extra help. The first option we introduced was Live Chat, a way to communicate in real-time with a support advisor. One of the biggest advantages of Live Chat support over traditional phone support is that members can receive support in more languages, where phone support was only available in English and French.
Payza also introduced the Payza Community interactive online support forum in September, 2013. Payza Community is a great place to get answers to general questions about Payza, it’s also the best place to share your Payza tips and tricks with other members.
Thanks to the success of our two newest support channels and the dramatic decline of members seeking phone support, we have decided to remove the phone support option in order to dedicate more resources towards the support channels our members are using most.
The always popular email support option is also still available. You can submit a support ticket by filling out the form on Payza’s support page and our team will reply to you promptly by email, usually in less than 24 hours!
Additionally, if you have a business account and have questions related to integration issues, you can visit Payza’s Developer Center for additional support and resources.