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How to Manage Merchant Service Provider Contact Details

Updated

Table of Contents

Overview

This article explains where merchants can find their Merchant Service Provider contact information in the Merchant Portal and how Partners can update the contact details displayed to their merchants.

For Merchants: Where to Find Support Contact Information

Merchants can locate their support contact details directly in their Merchant Portal by following these steps:

  1. Log in to your Merchant Portal.

  2. In the left-hand menu, scroll to the bottom and click Help.

  3. Click Support.

You’ll see your Merchant Service Provider’s Technical Support contact details, which include:

  • Company name

  • Phone number

  • Email address

These are the details you should use if you need help with your Merchant Portal.

For Partners: How to Update the Contact Details Merchants See

As a Partner, you can control which contact details your merchants see in their portals. To update this information:

  1. Log in to your Partner Portal.

  2. Go to Settings → Account Information.

  3. Scroll to the Additional Contacts section and click Edit.

  4. In the Support Contact fields, enter:

    • Contact Name

    • Email Address

    • Phone Number

  5. Click Save.

Important Notes:

  • The information entered in the Support Contact fields is what appears in the Merchant Portal under Help → Support.

  • If no Support Contact details are provided, your Primary Contact details will be shown instead.

Note: For more information on what the other Additional Contacts are used for, please see this article.

Frequently Asked Questions

For Merchants: Who should I contact for help with my Merchant Portal? Contact the support team listed in your Help → Support section of the Merchant Portal. This contact is managed by your Merchant Service Provider.

For Partners: Where do the contact details I enter appear for my merchants? The details you enter in the Support Contact fields appear in the Merchant Portal under Help → Support.

For Partners: Can I use the Support Contact fields for a dedicated support team? Yes. If your organization has a dedicated technical support team, you can enter their contact details in the Support Contact fields to ensure merchants contact the right team directly.