Skip to main content

Gateway Support

Guidance for authorized support staff helping organizations and their locations. Start with the correct organization, confirm the affected location, and keep customer and payment data out of tickets and chat. Use safe transaction/event IDs, timestamps with timezone, status, and masked card details only.

  • Management Portal: access, transaction and fraud investigations, and settlement-close outcomes.
  • Gift cards: redemption restrictions and refund allocation.
  • Tax: supported calculation behavior and limitations.
  • Webhook event log: delivery investigation and authorized replay.

Open the Management Portal with your assigned account. Missing access is an access-owner request, not a reason to use another person's login. Integration developers should use the public documentation.

If a payment outcome is unknown, stop further payment attempts and escalate for reconciliation. A timeout is not proof that the customer was not charged.