CanPay Customer Service — Expert Guide for Consumers and Merchants

Overview: what CanPay customer service covers

CanPay is a specialty ACH-based payment network widely used in the regulated cannabis retail market. Customer service for CanPay covers four practical areas: account setup and KYC (know-your-customer) verification, transaction troubleshooting (declines, pending transfers, settlements), refunds and dispute handling, and technical integration support for point-of-sale (POS) and e-commerce platforms. For users this means support touches both consumer banking interactions and merchant POS workflows.

When you contact CanPay support you are typically dealing with issues inherent to ACH rails: authorization, settlement timing, ACH returns, and integrations with partners such as Dutchie, Flowhub, and leading POS vendors. Expect the support organization to act as an intermediary between the dispensary (merchant), the ACH rails (NACHA rules), and the customer’s originating bank.

How to contact CanPay and expected response times

The official web portal is https://canpay.com — use the “Support” or “Contact” section inside the mobile app or at that URL as the primary channel. Typical first-line support response windows are 24–72 hours for standard tickets; merchants can expect prioritized SLA responses for integration or settlement failures if they have a commercial agreement. Emergency issues (e.g., large, unexpected reversals) are routed faster, but availability varies by contract.

If you need regulatory escalation beyond CanPay, you can file a complaint with federal financial regulators such as the Consumer Financial Protection Bureau (CFPB) at https://www.consumerfinance.gov or by phone at 855-411-2372. Keep in mind that ACH rules (NACHA) set technical timelines — for example, an unauthorized consumer ACH debit can be disputed within 60 days under NACHA/Reg E provisions — so escalate quickly when you suspect fraud.

What to prepare before contacting support

• Transaction identifiers: Date and local time, merchant/dispensary name, transaction amount, and the CanPay transaction ID (visible in-app or on your receipt).
• Account verification: Last 4 digits of the linked bank account, the name exactly as shown in the CanPay profile, and any bank authorization screens (screenshots of authorization/decline messages are highly useful).
• Integration details (for merchants): POS or e-commerce vendor name and version (e.g., Dutchie vX.X, Flowhub build number), API logs or screenshots showing the error, and merchant account ID supplied by CanPay.

Common issues and step‑by‑step troubleshooting

Declines: The most common reason a CanPay transaction fails is insufficient funds or bank-side blocks on ACH debits. Ask customers to check with their bank for authorizations and review the last 24–48 hours of transactions. On the merchant side, validate that the POS sent the correct amount and billing metadata — mismatched merchant descriptors often trigger bank reviews.

Pending and settlement timing: Most ACH settlements using CanPay take 1–3 business days to settle into the merchant’s bank. If a transaction remains “pending” longer than 5 business days, that indicates either an upstream return or a technical integration failure and should be raised with CanPay support immediately. For unauthorized-return disputes, note NACHA’s consumer 60-day window from the settlement date.

Refunds, reversals and dispute resolution

Refunds through CanPay are processed as ACH credits back to the originating bank account; processing time is commonly 1–5 business days depending on the merchant’s banking partner. If a merchant refuses to refund, a customer should first provide transaction evidence to CanPay support and to their bank. The bank can initiate a claim under Reg E (consumer electronic funds) for unauthorized or erroneous debits.

Chargebacks do not work the same way as card networks — ACH has return codes (R-codes) and timelines. Common return reasons include R01 (insufficient funds) and R07 (authorization revoked). CanPay support will reference these return codes and advise next steps, typically asking for signed authorizations or proof of in-person purchase when applicable.

Merchant onboarding, fees and SLAs

Merchants should expect a documented onboarding checklist that includes business verification (EIN, Articles of Organization), beneficial owner IDs (government ID and SSN last 4 for owners), a merchant agreement, and POS integration testing. Typical onboarding timeframes in the industry are 3–10 business days for standard merchants once all documents are supplied; expedited onboarding is possible under commercial agreements.

Fee structures vary: merchants should budget for a per-transaction ACH processing cost typically ranging from 0.5%–1.5% plus a $0.20–$0.35 per-transaction fee, and some providers add a monthly gateway or account fee ($50–$300/month is common in the market). Exact pricing is contract-specific — request a merchant pricing worksheet from CanPay during sales onboarding for firm numbers.

Escalation path and best practices

• First-line: Use the app “Help” or canpay.com/support with full transaction details (transaction ID, screenshots, timestamps).
• Second-line: If unresolved after 72 hours, request a ticket escalation or case manager and obtain a written timeline for resolution and next steps.
• Final escalation: In cases of suspected fraud or large unresolved losses, contact your bank to file a Reg E or ACH dispute and/or file a complaint with CFPB (consumerfinance.gov) or your state regulator.

Practical takeaways: document every interaction, preserve receipts/screenshots, and act within known ACH time windows (most importantly the 60‑day dispute window for unauthorized consumer debits). For merchants, invest time in POS integration testing and automated reconciliation to catch settlement mismatches quickly. For consumers, keep CanPay app notifications enabled and check your bank account for holds or pre-authorizations to avoid surprises.

How do I contact Instant pay?

To get in touch with Instant’s Support Team, you have the following options:

1. Live Chat: Chat with a live agent 24/7 from directly within the Instant app by selecting More > Chat with us.
2. Phone: Contact us via phone 24/7 at 1-844-466-9361.
3. Visit our Contact Us page: https://www.instant.co/contact/

How do I delete my CanPay account?

You may cancel your account at any time by logging into your Account and doing it yourself (via the App) or by sending us an email at [email protected].].

How do I contact CanPay customer service?

Questions? Call 888-395-4992 or email us at [email protected].

How do I contact per pay?

How You Can Contact Us. You may email us at [email protected] to request access to, correct, or delete any personal information that you have provided to us.

Is CanPay legit?

Is CanPay Secure? Yes, CanPay employs the latest security technology. Additionally, your Payment Code generated in the CanPay app can only be used one time and expires within 30 minutes after it is requested.

Does CanPay charge a fee?

Are there any fees associated with using CanPay Debit? While some dispensaries may charge a convenience fee for using CanPay Debit, there are no additional fees from CanPay itself.