Merchants / Guides / Your account
Getting help
Where to look first, how to reach us, and what to have ready so a question is answered in one go.
Help articles and the assistant
The Portal has a searchable help centre with short how-to articles and an assistant that answers questions from them. Start there: most questions about invoices, schedules, products, texting, documents and integrations are covered.
Opening a support request
If the help centre does not answer it, open a support request from the Portal. Tell us what you were trying to do, what you expected and what happened instead. A screenshot, an invoice number or a customer's name helps; never send a full card number or a password. You are emailed when we reply, and you can answer from the email or from the request in the Portal.
Who to ask about what
- Your software provider for anything about the product you use day to day, your pricing, or a gateway they set up for you.
- PayMidWare support for the Portal itself: signing in, your account page, billing, integrations and the add-ons you have turned on.
- Your payment gateway for processing fees, settlement timing and a card the gateway itself declined for a reason it controls.
Not signed up yet?
Create your account from the Merchants sign-up page. It takes a minute, and you can open the help centre as soon as you are in.