How to choose the right support channel
Use this section to work out where to start based on your question. Sales requests should go to our sales channels, while account, pricing, and verification issues are handled through your dashboard or by email.
Sales enquiries (WhatsApp and social)
For sales-related questions (new account, pricing quote, terminal options, campaigns), contact our sales team:
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WhatsApp: +44 161 470 4730
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Social media: NeroPay Facebook and other official channels
Note: These channels are for sales and general enquiries only. They cannot help with payments, verification, or account configuration.
Account and fees support (Help & Support)
If you already have a NeroPay account, use your dashboard so we can identify you and respond faster.
From your dashboard, follow this path:
Account → Help & Support → + Create Ticket
Use this for:
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Account settings (profile, payouts, user access)
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Fee breakdown and transaction charges
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Enhanced verification and document review
You can also email us at support@neropay.app.
Account settings
For help with login, business details, payout bank details, or user permissions:
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Log in to your NeroPay dashboard.
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Go to Account → Help & Support.
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Click + Create Ticket.
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Describe your issue and attach any relevant screenshots or documents.
Pricing and fee breakdown
For questions about your fees or a specific transaction charge:
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Log in to your NeroPay dashboard.
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Go to Account → Help & Support.
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Click + Create Ticket and select the topic related to pricing or fees.
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Include example transactions (date, amount, last four digits of card) so we can investigate.
You can also email support@neropay.app with the same details.
Enhanced verification (KYC)
If your account is temporarily deactivated or we have requested additional documents:
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Log in to your NeroPay dashboard.
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Go to Account → Help & Support.
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Click + Create Ticket and choose the verification or KYC option.
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A KYC specialist will review your case, confirm which documents are required, and guide you on how to upload enhanced verification documents.
New customers (before you sign up)
If you do not yet have a NeroPay account:
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Use WhatsApp (+44 161 470 4730) or our social media channels to ask about pricing, products, or getting started.
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Once your account is active, you will be able to use the in-app Help & Support and email for all account-related issues.
Support hours
Support is available Monday to Friday, 11:00 a.m.–7:00 p.m. (UK time). WhatsApp is monitored outside business hours for urgent sales or general enquiries, but account-related issues are usually handled during standard support hours.
Technical help for card terminals
Yes, our helpdesk can provide remote troubleshooting for your card terminal. If the problem cannot be resolved remotely, we will arrange a replacement terminal and guide you through the setup.