This article guides you through the process of submitting a support request to MarketPay.
When creating a request, you will choose from three main issue categories:
Report an Incident: Use this option to report system disruptions, bugs, or technical errors.
Create a Service Request: Use this for general inquiries, transactions, account modifications, routine service tasks, assistance with onboarding, or new setups.
Implementation Support: Select this if you are working on your integration.
Note: Selecting the correct category ensures your request is automatically routed to the specialized team best equipped to handle your specific needs, resulting in a faster resolution time.
Report an Issue
Select this option if you are experiencing a live technical problem or an active interruption to your service.
Common examples include:
A transaction processing error.
Networking or connectivity issues.
An event that reduces the overall functionality or quality of the service.
An interruption to your daily workflow that does not have a workaround.
Required Form Fields
When submitting an issue, please provide the following details to help our team investigate quickly:
CC (Optional): Add any colleagues who need to stay informed. Note: The ticket will automatically be tied to the email address you used to log into MarketPay Assist.
Subject: Be as precise as possible. It is highly recommended to include your store, company, or checkout identification number so we know exactly where to look.
Description: This acts as the body of your email. Please be as clear as possible and include critical details like merchant contract numbers, terminal numbers, and dates/times of the occurrence.
Category: Select the most accurate area (Advanced Acquiring, Payment Acceptance, or Tools).
Environment (Optional): Specify where the issue is occurring (PROD, PRE-PROD, BOTH, or N/A).
Attachments (Optional): Upload screenshots, log files, or error messages to help accelerate our technical research.
Create a Service Request
A Service Request differs from reporting an issue in that it is typically non-technical. Select this option for administrative updates, account changes, financial inquiries, or onboarding needs.
Common examples include:
General questions or queries about the platform.
Transaction and settlement queries (e.g., settlement amounts, discrepancies).
Disputes, claims, or reporting billing errors like double charges.
Changing the active parameters or configurations of your service.
Onboarding new entities or provisioning user access and tools.
Required Form Fields
When submitting a service request, please provide the following details to help our team process your request efficiently:
CC (Optional): Add any colleagues who need to stay informed. Note: The ticket will automatically be tied to the email address you used to log into MarketPay Assist.
Subject: Be as precise as possible. It is highly recommended to include your store, company, or checkout identification number so we can locate your account instantly.
Description: This acts as the body of your request. Provide all necessary background context, contract numbers, or specific account details here.
Category: Select the most accurate category from the dropdown list:
Financial Issue, Proof Request MPG Operations, Onboarding, PAN Decryption, Transaction Inquiry, Technical Change, Personal Data Request, or Requisition.
Country: Select the relevant country from the provided dropdown list.
Attachments (Optional): Attach any supporting documentation, onboarding forms, or financial logs required to fulfill your request.
Implementation Support
Use this guide if you are currently in the integration, testing, or rollout phase and need assistance setting up, configuring, or launching your MarketPay solutions. These requests go directly to our implementation manager.
When to use this option:
You need help integrating MarketPay APIs or applications.
You need assistance with end-to-end testing or requesting test cards.
You are deploying a new solution and need technical launch support.
Required Form Fields
Please provide the following details so your implementation manager can guide you through a smooth deployment:
CC (Optional): Add any colleagues, project managers, or developers who need to stay informed. Note: The ticket will automatically be tied to the email address you used to log into MarketPay Assist.
Subject: Be as precise as possible. Include your project name or company identification for faster tracking.
Description: This acts as the body of your request. Provide all necessary background context, error codes, contract numbers, or specific account details here.
Category: Select the technical area you need help with: API, Application, Integration, Reporting, Terminal, Onboarding, Test Cards, or Other.
Phase: Select your current project stage: Integration, Onboarding, or Deployment.
Solution: Select the specific MarketPay product you are implementing: Pay On Site, Pay Online, PayWish, Tap To Pay, Market Pay Hub, or API.
Country: Select the relevant country from the provided dropdown list.
Attachments (Optional): Attach any integration logs, configuration files, certification documents, or implementation forms.
Ticket Priority & Expected Response Times
When submitting a new ticket, you will be asked to select an Impact Level which determines the ticket's priority (often referred to as Severity or SEV). Please use the short guide below to select the most accurate level of urgency for your ticket.
⚠️ Important Note on Priorities:
Your selected priority may be adjusted by MarketPay based on a quantifiable assessment of the actual impact and urgency. You will be automatically notified of any changes.
Expected resolution times are operational objectives rather than strict legal SLAs. In all cases, the MarketPay support team will actively work to resolve your ticket as quickly as possible.
Priority Matrix
| Priority Level | Impact Criteria | Expected Response Time |
|---|---|---|
| 🟩 Low (P4) | No impact on overall task completion or live payment flows. | Within 3 business days |
| 🟨 Medium (P3) | Prevents one or more customers from performing part of their regular tasks OR prevents a small percentage of end-users from processing a payment. | Within 1 business day |
| 🟧 High (P2) | Prevents more than one end-user from completing a time-critical task, causes active revenue loss, OR steadily/intermittently impacts a portion of transaction flows. | Within 4 hours |
| 🟥 Critical (P1) | Complete failure. All end-users (or an entire customer base) are unable to use any part of the system, OR all transaction flows are steadily or intermittently halted. | Within 1 hour |