Need Faster Resolution?
Use clear severity labels (P1, P2, P3), include transaction references, and mention business impact to route your case correctly from first response.
Reach our teams for sales, support, operations, and legal matters.
Dedicated channels for commercial, technical, compliance, and legal requests with clear response priorities.
Support Routing
Priority SLAs
Direct Contacts
Use clear severity labels (P1, P2, P3), include transaction references, and mention business impact to route your case correctly from first response.
For pricing, onboarding plans, and commercial discussions.
Typical response: within 1 business day.
For incidents, API issues, callback failures, and production troubleshooting.
P1 incidents: under 30 minutes. P2 incidents: under 2 hours.
For KYB/KYC updates, sanctions checks, and documentation requests.
Typical response: within 1-2 business days.
For contracts, policy clarifications, legal notices, and DPA requests.
Typical response: within 2 business days.
Include merchant ID, transaction/reference ID, environment (sandbox/production), timestamp, and screenshots/log excerpts. This cuts resolution time significantly.
If an issue is business-critical, mark severity in the subject line as P1 or P2 and send to [email protected] with your account manager copied.
Sunday to Thursday, 9:00 AM to 6:00 PM (Cairo Time, UTC+2). Critical incident monitoring remains active outside business hours for contracted merchants.
Send contract amendments and legal reviews to [email protected] with your account manager copied.
Start with [email protected] and include payout reference, settlement date, and account entity details.
Contact [email protected] with updated ownership documents and effective change date.