Aeropay customer service phone number — complete professional guide

Locating Aeropay’s official phone number

For security and accuracy, the single best source for Aeropay’s customer service phone number is Aeropay’s official support page or the contact/footer area of the company’s primary domain. Most legitimate payment providers publish region-specific lines (toll-free and local) on pages like https://www.aeropay.com/support or https://support.aeropay.com. Always confirm the URL begins with https:// and matches the corporate domain before calling.

Phone numbers vary by country and product (merchant services, consumer billing, technical API support). Typical formats you may see are a toll-free U.S. number (1‑800 or 1‑888), a North American toll number (+1‑XXX‑XXX‑XXXX), or an international inbound DID (+44, +61, +353, etc.). If you cannot find a number on the site, use the official mobile app “Help” section or your merchant account dashboard — many platforms show a dedicated support telephone number inside the secure portal after login.

What to prepare before calling

Preparing the right documentation reduces call time and increases first-contact resolution. Have the transaction ID, merchant ID (MID), exact transaction timestamp (UTC or local time), currency, amount, card BIN (first 6 digits) and last 4 card digits, and any error codes shown in logs or the dashboard. If you are a developer, also have API request/response samples (request_id, HTTP status, response body) and the SDK version (for example, node-v4.3.1 or Java 11).

Also determine the objective for the call: a refund/chargeback, technical integration issue, settlement discrepancy, or compliance inquiry. For refunds expect to quote the original authorization code and reason code; for chargebacks have supporting documents (proof of delivery, signed receipts, IP logs). Preparing screenshots or exported CSVs (order ID, gross/net, fees) lets support escalate faster to Level 2 in 1–2 business hours instead of multiple days.

What to expect when you call Aeropay

Most modern payment providers route calls through an IVR (interactive voice response) that separates consumer billing, merchant onboarding, and technical/API support. Expect initial authentication by email, merchant name, or phone verification, followed by security questions (last four digits of business bank account or registered address). Typical live-agent handle time for payments support ranges from 6–20 minutes depending on the issue complexity; refunds and chargeback reviews can require longer follow-ups.

If the issue is technical, support agents will commonly open a ticket and provide a case/reference number immediately. Ask for an SLA estimate (for example, “we will investigate and reply within 24–72 hours”) and for the escalation path: supervisor contact or an internal ticket ID (often a 6–8 digit number). Keep the ticket number and agent name; you may need them for escalation or regulatory inquiries.

International calling, costs and best times to contact

Calling a toll-free number is usually free from within the issuing country (e.g., U.S. toll-free from U.S. landlines). International calls to customer service numbers can incur carrier charges — typical overseas rates range from $0.01 to $0.50 per minute depending on your carrier and whether you use VoIP. If cost is a concern, use the company’s callback feature, web chat, or email channel to request a scheduled callback to your country code.

Call volume typically peaks 09:00–11:00 local time and 14:00–16:00 local time Monday–Thursday. If possible call early in the local support day (often 08:00–09:00) to minimize hold times. If you operate across time zones, note that global reconciliation and settlement teams often work on local business days — weekend responses for certain financial actions may be delayed until the next business day.

Alternatives to phone — faster paths in many cases

If you cannot reach the phone line or need a documented audit trail, use web chat inside the merchant portal or submit a support ticket via the official support portal. Tickets produce a written trail with timestamps; typical platform SLAs range from immediate acknowledgement to a resolution window of 24–72 hours for non-urgent cases. For developer-specific issues, opening a ticket with API logs often leads to faster technical escalation than a phone call alone.

• Essential items to attach to a support ticket: transaction ID, screenshots of dashboard error, exact API request/response, timestamps (ISO 8601), and the merchant account ID. These reduce triage time from days to hours.
• For urgent financial holds or suspected fraud, request “priority escalation” in the ticket and ask for a callback; designate the impact (e.g., “payment acceptance paused for 3,000 customers” or “$45,000 in pending settlements”) to justify priority handling.

Escalation, refunds and expected timelines

Refund and reversal timelines depend on payment rails: card refunds typically post to a cardholder’s account within 3–10 business days after Aeropay initiates the refund, while ACH/SEPA refunds can take 5–15 business days. Chargeback disputes usually follow card-network rules — expect 45–120 days for full resolution depending on the scheme (Visa/Mastercard timelines differ) and whether evidence is requested.

If you need to escalate, always ask for: a ticket/case number, the agent’s name and employee ID, an expected SLA for the next update, and the manager or dispute team contact. If a resolution exceeds the SLA, request a written escalation to a designated team and note the escalation time and reference number; this is critical for compliance or for invoking contractual remedies under your merchant agreement.

Sample phone script and closing tips

Opening line: “Hello, my name is [Your Name], merchant ID [MID-123456], I’m calling about transaction [TX-20250901-98765] dated 2025-08-25 for $1,249.75 USD; the charge posted but funds did not settle into our bank.” Close with: “Can you open a priority ticket, provide the case number, and confirm the SLA and callback window?”

Always confirm the next steps and expected timestamps (e.g., “I will receive an email update within 24 hours and a telephone callback by 15:00 ET tomorrow”). Save the case number and follow up in writing so the phone conversation is tied to a ticketed record for audit, reconciliation, or regulatory review.

How do I contact Onpay?

Of course, if you have any questions please do not hesitate to contact us at 877-328-6505 or email [email protected]. To make sure you have everything setup, please refer to our Onboarding Checklist.

How to fix Aeropay account?

If you receive an error that your account has been disabled, this is likely due to an outstanding declined payment. If you look at the ‘Activity’ page in your Aeropay profile, you will see whether a recent transaction has been declined. Contact us at [email protected] to resolve the issue and re-enable your account.

How do I contact Aeropay Prizepicks?

If you can’t find your bank, or if you’re having trouble connecting, please send an email to [email protected] and a member of our Customer Care team will get back to you as soon as possible.

Why won’t Aeropay let me withdraw?

Your withdrawal may have declined because the connection to your bank account was removed or your account was misconfigured. Please contact [email protected] to resolve the issue. Declined withdrawals, once resolved, must be re-initiated by you.

Is Aeropay 24/7?

Aeropay enables fast and secure payments for all industries. Instant, secure payouts 24/7 (even on weekends).

How do I contact Aeropay?

[email protected]
Please email us at [email protected], and we’ll be happy to help! We will get to your email as quickly as we can – please do not send multiple emails, or this can inadvertently reset your place in the queue!