# Help & Support Source: https://docs.neropay.app/account/help-support Updated: 2026-05-26T15:11:32+00:00 ### **How to get there** From your dashboard, follow this path: Account β†’ Help & Support > πŸ“Έ > ![Screenshot 2026-04-21 at 3.59.34β€―pm.png]() --- ### **How to choose the right support channel** Use the table below to find the right starting point based on your question. | I need help with… | Best channel | | --- | --- | | New account, pricing quote, terminal options | WhatsApp or social media (sales team) | | Account settings, fees, verification, payouts | Dashboard β†’ Help & Support β†’ Create Ticket | | Quick operational question during support hours | Live Chat | | Technical issue with a card terminal | Support ticket | | API, integrations, or platform bugs | Support ticket | --- ### **Sales enquiries β€” WhatsApp and social media** For sales-related questions such as new accounts, pricing quotes, terminal options, or campaigns, contact the NeroPay sales team directly: - WhatsApp: +44 161 470 4730 - Facebook: facebook.com/neropayapp - Instagram: instagram.com/neropayapp > ⚠️ These channels are for sales and general enquiries only. They cannot help with payments, verification, or account configuration. --- ### **Live Chat** Live Chat connects you instantly with the NeroPay support team for quick operational questions. **Support hours:** Monday to Friday, 12:00–19:00 (UK time) **How to start a live chat** 1. Go to **Account β†’ Help & Support** 2. Click the **Live Chat** button 3. Enter your name, phone number (optional), email address, and your question 4. Click **Start a chat** > πŸ“Έ > ![Image]() > ![Image]() > > > > πŸ’‘ Live Chat is available to existing NeroPay merchants. If you do not yet have an account, use WhatsApp or social media to ask about pricing, products, or getting started. --- ### **Support tickets** Support tickets are the official way to get help from NeroPay. Every ticket gets a case number, is routed to the right team, and creates a full audit trail of your issue. **When to create a ticket** | Reason | Examples | | --- | --- | | Security | Suspicious activity, account compromise, fraud attempts | | Payments | Failed transactions, chargebacks, payout delays, refund issues | | API & Integrations | Webhook errors, authentication issues, SDK bugs | | Account & Compliance | KYC verification, account access, fee breakdown, user permissions | | Bugs & Outages | Platform errors, dashboard glitches, performance issues | | General queries | Anything not covered in documentation | --- ### **How to create a ticket** **Step 1 β€” Go to Help & Support** 1. Sign in to your NeroPay dashboard 2. Go to **Account β†’ Help & Support** 3. Click **+ Create Ticket** in the top right corner **Step 2 β€” Fill in the ticket form** Provide as much detail as possible so the team can help without going back and forth: | Field | What to enter | | --- | --- | | Name | Your full name (pre-filled from your account) | | Email address | Your contact email | | Subject | Select the most relevant topic | | Priority | Low, Medium, or High β€” use High when payments, verification, payouts, or live operations are affected | | Message | Describe the issue clearly β€” include order IDs, payment IDs, dates, the page name, and what you expected to happen | | Attachments | Up to 3 files β€” PNG, JPG, WEBP, or PDF, max 2MB each | > πŸ’‘ The more detail you include upfront, the faster your ticket will be resolved. Include example transactions (date, amount, last four digits of card) where relevant. > ⚠️ Never include full card numbers, raw API keys, or passwords in your ticket. Always redact sensitive data. **Step 3 β€” Submit** Click **Submit ticket**. You will receive a confirmation and your case will appear in the Support Cases table. > πŸ“Έ > ![Image]() --- **Step 4 β€” Track your ticket** Once submitted, go back to **Account β†’ Help & Support** to view all your cases. The Support Cases table shows: | Column | What it shows | | --- | --- | | Subject | Your ticket title and reference number | | Status | Open, In Progress, Awaiting Your Reply, or Closed | | Priority | The priority level assigned to the case | | Last Reply | When the team last responded | | Details | Click to read updates or add a reply | πŸ“Έ \[Screenshot: Support Cases table showing ticket subjects, statuses, priorities, last reply times, and View Details buttons\] --- ### **Common support topics** **Account settings** For help with login, business details, payout bank account, or user permissions β€” go to Account β†’ Help & Support β†’ Create Ticket and describe your issue. Attach any relevant screenshots or documents. **Pricing and fee breakdown** For questions about your fees or a specific transaction charge β€” create a ticket and include example transactions (date, amount, last four digits of card) so the team can investigate. You can also email support@neropay.app with the same details. **Enhanced verification (KYC)** If your account has been temporarily deactivated or NeroPay has requested additional documents β€” create a ticket and select the verification or KYC option. A KYC specialist will confirm which documents are needed and guide you through uploading them. **Card terminal technical support** The NeroPay helpdesk can provide remote troubleshooting for card terminals. If the issue cannot be resolved remotely, a replacement terminal will be arranged along with setup guidance. --- ### **Why use a support ticket?** | Benefit | What it means for you | | --- | --- | | Tracking and accountability | Every issue gets a case number β€” nothing gets lost | | Faster resolutions | The right team sees your case from the start | | Clear communication | All updates, replies, and attachments are in one thread | | Priority handling | Urgent or security-sensitive issues can be flagged as High | | Audit trail | You have a full record of reported issues, timelines, and resolutions | --- ### **Frequently asked questions** **Q: Can I get support outside of live chat hours?** A: Yes. Create a support ticket at any time from your dashboard or email support@neropay.app. The team will respond during standard support hours (Monday to Friday, 12:00–19:00 UK time). **Q: What if I do not have a NeroPay account yet?** A: Contact the sales team via WhatsApp (+44 161 470 4730) or social media. Once your account is active, use the in-app Help & Support for all account-related issues. **Q: How do I know when my ticket has been updated?** A: You will receive an email notification when the team replies. You can also check the Support Cases table in your dashboard at any time. **Q: What priority should I select?** A: Use High when payments, verification, payouts, or live operations are affected. Use Medium for most account and configuration questions. Use Low for general queries or documentation requests. **Q: Can I attach files to my ticket?** A: Yes β€” up to 3 attachments per ticket. Accepted formats are PNG, JPG, WEBP, and PDF, with a maximum size of 2MB per file. --- Still need help? Contact us at support@neropay.app or create a ticket from your dashboard.