Paya Customer Service — Expert Guide for Merchants and Developers

Overview: what Paya customer service covers

Paya is a unified payments provider serving small-to-enterprise merchants with card, ACH, and integrated payment solutions. Customer service for Paya typically includes merchant account setup, technical integration assistance, billing and fee inquiries, transaction dispute support (chargebacks and refunds), and fraud-prevention resources. As an operator in a regulated industry, the provider must coordinate with merchants on PCI-DSS compliance, settlement timing, and regulatory reporting.

From a merchant perspective, effective use of Paya customer service reduces downtime, prevents avoidable chargebacks, and accelerates reconciliation. Expect support to intersect with three teams: onboarding/account management, technical/dev support for APIs and terminals, and dispute/billing specialists. Preparing the right documents and escalation path in advance improves resolution speed.

Contact channels and what to expect

Paya’s official site (https://paya.com) is the primary gateway for support: knowledge base articles, product documentation, and secure merchant portals live there. For account-specific inquiries you must authenticate through the merchant portal. When reporting an incident, include merchant ID (MID), the affected transaction IDs, timestamps (UTC recommended), and terminal or API endpoint used.

Typical support channels you should prepare to use are phone, email/ticketing, and the online portal. For critical processing outages or suspected fraud, escalate immediately via the ticketing system and ask for an incident number. If you don’t receive acknowledgement within your expected SLA, use the escalation path provided in your contract or request an executive review through your account manager.

Onboarding and integration support

Onboarding is where customer service delivers the highest upfront value. Expect a structured checklist: merchant information and KYC documents, bank account verification (micro-deposits or ACH verification), PCI attestation, and test transaction sign-off. A typical onboarding timeline for a straightforward retail business is 3–10 business days from application to live processing; more complex integrations (custom platforms, multi-entity merchants) commonly take 2–8 weeks.

Integration support covers hosted payment pages, direct API integration, SDKs for iOS/Android, and point-of-sale terminal provisioning. Provide your developer key, API call samples, and sandbox logs when requesting help. When you encounter 4xx/5xx errors, include full request/response pairs, timestamps, and correlation IDs—this reduces back-and-forth and shortens mean time to resolution (MTTR).

Technical support, APIs, and developer resources

Paya publishes developer documentation and sample code; always start with the API reference and example payloads in the portal. For REST APIs, common troubleshooting steps include verifying authentication headers, timestamp skew, and content-type mismatches. If you see intermittent failures, ask support for the vendor-side logs using the correlation ID you captured.

Escalate reproducible errors with a minimal test case. A concise “how-to-reproduce” accelerates developer support: list HTTP method, endpoint, request body, headers, expected vs. actual response, and the SDK version in use. For terminal or EMV issues, provide device serial numbers, firmware versions and a photo of the exception code where possible.

Practical checklist for technical tickets

• Include merchant ID, exact timestamps (ISO 8601), and transaction IDs for each reported error.
• Attach sanitized logs or screenshots; redact card data but keep last 4 digits and auth codes.
• Note environment (sandbox vs. production), SDK version, and platform (Windows/Linux/iOS/Android).
• For performance issues, measure and report latency (average and p95) and request-side diagnostics.

Chargebacks, disputes, and refunds: documentation and timelines

Dispute management is a procedural process that benefits from pre-planning. When a chargeback occurs, Paya’s disputes team will request the merchant’s representment packet: sales receipt, AVS/CVV response, proof of delivery or service, refund policy, and any communications with the cardholder. Gather these within 2–3 business days to meet typical issuer deadlines; issuer timeframes commonly require a response within 7–30 days from notification.

Practical tips: keep clear refund policies on receipts and online checkouts, retain proof of delivery for at least 120 days, and enable transaction-level receipts that include the descriptor and merchant contact info. When you win a representment, funds are returned according to the settlement schedule; when you lose, the chargeback amount is deducted and a chargeback fee is applied per your merchant agreement.

Billing, pricing disputes, and account changes

Billing inquiries are often resolved through the billing support team—have recent statements, specific invoice numbers, and the disputed line items ready. Typical merchant agreements include per-transaction fees (interchange + markup), monthly gateway fees, and chargeback fees; these vary by volume and card mix. When negotiating rates, use your 6–12 month processing volume, average ticket size, and card-present percentage as leverage.

For account changes (bank updates, owner changes, or adding terminals), expect identity verification steps and a short re-underwriting process. Updating bank routing for settlements may require micro-deposit verification and can delay payouts for 1–3 settlement cycles, so plan changes outside of high-revenue periods.

Escalation best practices and SLAs

To get the fastest resolution, follow a clear escalation path: initial ticket → account manager → support engineering → operations incident manager. Document each step with ticket numbers and timestamps. If you operate with time-sensitive processing (e.g., high-volume ecommerce or hospitality), negotiate a written SLA specifying response targets (example: critical incidents acknowledged within 30 minutes, resolution target within 4 hours).

Track metrics internally: ticket acknowledgment time, average resolution time, and number of tickets per month. These metrics help when you request contractual improvements or fee concessions. Keep an annual review with your account manager to discuss technical roadmaps, fraud trends, and negotiated pricing tied to your projected volume for the next 12 months.

What are paya payments?

Paya, a Nuvei Company, is a leading provider of integrated payment and frictionless commerce solutions that help customers accept and make payments, expedite receipt of money, and increase operating efficiencies.

Who is the owner of Paya?

Nuvei Corporation has acquired Paya Holdings Inc.
We’ve combined strengths to bring you an even more powerful payments platform.

How do I contact the Thigh Society?

Thigh Society contact info: Phone number: (647) 825-9290 Website: www.thighsociety.com What does Thigh Society do?

Who owns Paya?

NuveiPaya, Inc. / Parent organization
It was known by the name Sage Payment Solutions while under the ownership of The Sage Group plc between 2006 and 2017. The company processes more than $30 billion for over 100,000 customers annually. The company was acquired by Nuvei in February 2023.

How do I call verifone customer service?

Help Desk Contacts for Production Support:

1. Direct XPI Support: Click Here.
2. FIPay & RTS: 1.800.VERIFONE (837.4366)
3. Petro Support-Unbranded: 1.800.VERIFONE (837.4366)
4. PAYware Connect: 1.800.VERIFONE (837.4366)
5. Point: 1.800.VERIFONE (837.4366)
6. VHQ: 1.800.VERIFONE (837.4366)

How do I contact Paya?

1. To contact Paya, visit nuvei.com/paya.
2. Paya Merchant Support: 1-800-261-0240, Option 1 or [email protected].
3. Paya Sales: 1-800-261-0240, Option 2.
4. Paya Virtual Terminal Support: 1-855-227-3117.