Support : Customer Support

<!DOCTYPE html>      <html class="no-js " lang="en" dir="ltr" data-date-format="non_us"> <head>  <title> Support : Customer Support </title>  <meta charset="utf-8" /> <meta http-equiv="X-UA-Compatible" content="IE=edge,chrome=1" /> <meta name="description" content= "" /> <meta name="author" content= "" /> <meta property="og:title" content="Support" /> <meta property="og:url" content="https://support.payrexx.com/en/support/home" /> <meta property="og:image" content="https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/1000403356/logo/wfoYockSLORkKK2uDEEQVbBZv1ZlxD1Qfw.png?X-Amz-Algorithm=AWS4-HMAC-SHA256&amp;X-Amz-Credential=AKIAS6FNSMY2XLZULJPI%2F20250311%2Fus-east-1%2Fs3%2Faws4_request&amp;X-Amz-Date=20250311T080506Z&amp;X-Amz-Expires=604800&amp;X-Amz-SignedHeaders=host&amp;X-Amz-Signature=d9860d7e8200190bab6c7640d435c7abdbcd5b5a59133244de9e193c53a1d487" /> <meta property="og:site_name" content="Customer Support" /> <meta property="og:type" content="article" 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window.dataLayer = window.dataLayer || []; function gtag(){dataLayer.push(arguments);} gtag('js', new Date()); gtag('config', 'UA-45376552-19'); </script>  <script type="text/javascript"> var portal = {"language":"en","name":"Customer Support","contact_info":"","current_page_name":"portal_home","current_tab":"home","vault_service":{"url":"https://vault-service.freshworks.com/data","max_try":2,"product_name":"fd"},"current_account_id":87441,"preferences":{"bg_color":"#ffffff","header_color":"#ffffff","help_center_color":"#ffffff","footer_color":"#ffffff","tab_color":"#ffffff","tab_hover_color":"#4c4b4b","btn_background":"#ffffff","btn_primary_background":"#6c6a6a","base_font":"Open 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<div class="logo-wrapper"> <div class="logo"> <a href="https://www.payrexx.com"> <img src="https://s3-us-west-2.amazonaws.com/breezythemes/payrexx/23698649_141843933242709_1316505879_o.png" alt=""> </a> </div> </div> <button type="button" role="button" aria-label="Toggle Navigation" class="lines-button x" data-toggle-menu> <span class="lines"></span> </button> </div> </div> <div class="container topbar-menu"> <div class="container-inner"> <div class="topbar__menu"> <div class="topbar__collapse" data-menu> <div class="topbar__controls topbar__controls--anonymous">   <li class="topbar__item"> <a class="topbar__link" href="https://support.payrexx.com/en/support/tickets/new" rel="noreferrer"> Submit a ticket </a> </li> <li class="topbar__item"> <a class="topbar__link" href="https://support.payrexx.com/en/support/tickets" rel="noreferrer"> My tickets </a> </li> <div class="banner-language-selector pull-right" data-tabs="tabs" data-toggle='tooltip' data-placement="bottom" title=""><ul class="language-options" role="tablist"><li class="dropdown"><h5 class="dropdown-toggle" data-toggle="dropdown"><span>English</span><span class="caret"></span></h5><ul class="dropdown-menu " role="menu" aria-labelledby="dropdownMenu"><li><a class="active" tabindex="-1" href="/en/support/home"><span class='icon-dd-tick-dark'></span>English </a></li><li><a class="" tabindex="-1" href="/de/support/home">German</a></li></ul></li></ul></div> <div class="welcome">Welcome <b></b> </div> <b><a href="/en/support/login"><b>Login</b></a></b>  <b><a href="/en/support/signup"><b>Sign up</b></a></b> </div> </div> </div> </div> </div> </div> </div> </div> </div> </header>  </div> <div class="layout__content"> <div class="container container-custom-box"> <div class="container-inner clearfix"> <div class="new-ticket-page"> <div class="row clearfix"> <div class="column"> <div class="new-ticket-form"> <h1 > Submit a ticket </h1> <form class="form-portal ticket-form" rel="validate" id="new_helpdesk_ticket" enctype="multipart/form-data" action="/en/support/tickets" accept-charset="UTF-8" method="post"><input name="utf8" type="hidden" value="✓" /><input type="hidden" name="authenticity_token" value="vixLcrNwBsageM4IsXh4muOa2tw1U4kd/fD/aCnaMUo+XzC2BzT3FTntf6bQwO/khvA6uUXkQaPC05sFtl+jnw==" /> <div class="control-group " > <label class=" required control-label cf_customer_group_87441-label " for="helpdesk_ticket_cf_customer_group_87441">Customer group</label> <div class="controls nested_field "> <select class=" required nested_field" name="helpdesk_ticket[custom_field][cf_customer_group_87441]" id="helpdesk_ticket_custom_field_cf_customer_group_87441"><option value="">...</option> <option value="Merchant">Merchant</option> <option value="Platform/Whitelabel customer">Platform/Whitelabel customer</option> <option value="Partner">Partner</option> <option value="Consumers">Consumers</option> <option value="No customer yet">No customer yet</option></select><div class="level_2"><label class="required">Reason for request</label><select class=" required nested_field" name="helpdesk_ticket[custom_field][cf_reason_for_request_87441]" id="helpdesk_ticket_custom_field_cf_reason_for_request_87441"><option value="">...</option> </select></div><script> //<![CDATA[ jQuery('#helpdesk_ticket_custom_field_cf_customer_group_87441').nested_select_tag({"data_tree":[["Merchant","Merchant",[["I need help in my dashboard","I need help in my dashboard",[]],["Integration","Integration",[]],["I noticed an error when using Payrexx","I noticed an error when using Payrexx",[]],["Question about an invoice I got","Question about an invoice I got",[]],["I want to cancel my account","I want to cancel my account",[]],["Order POS-Terminals","Order POS-Terminals",[]]]],["Platform/Whitelabel customer","Platform/Whitelabel customer",[["I need help regarding an inquiry by my merchant / customer","I need help regarding an inquiry by my merchant / customer",[]],["I need help with my backoffice dashboard","I need help with my backoffice dashboard",[]],["Technical Integration","Technical Integration",[]],["I noticed an error","I noticed an error",[]],["Questions regarding my contract","Questions regarding my contract",[]],["Questions about invoice","Questions about invoice",[]]]],["Partner","Partner",[]],["Consumers","Consumers",[]],["No customer yet","No customer yet",[["Does Payrexx work for my business","Does Payrexx work for my business",[]],["Pricing information","Pricing information",[]]]]],"initValues":null,"disable_children":false,"include_blank":"...","selected":null,"pl_value_id":null,"subcategory_id":"helpdesk_ticket_custom_field_cf_reason_for_request_87441"}); //]]> </script> </div> </div> <div class="control-group " > <label class=" required control-label requester-label " for="helpdesk_ticket_email">Contact</label> <div class="controls "> <div class="row-fluid"> <input value="" class="span12 email required" placeholder="Email" data-remote="true" type="email" name="helpdesk_ticket[email]" id="helpdesk_ticket_email" /> <div id="name_field" class="default_name_field hide"> <input class="text span12 name_field" placeholder="Your Name" name="helpdesk_ticket[name]" type="text" /> </div> </div> </div> </div> <div class="control-group " > <label class=" required control-label subject-label " for="helpdesk_ticket_subject">Subject</label> <div class="controls "> <input class=" required text span12" placeholder="" type="text" name="helpdesk_ticket[subject]" id="helpdesk_ticket_subject" /> </div> </div> <div class="control-group " > <label class=" control-label cf_instanz_87441-label " for="helpdesk_ticket_cf_instanz_87441">Instance name of Payrexx Account</label> <div class="controls "> <input class=" text span12" placeholder="" type="text" name="helpdesk_ticket[custom_field][cf_instanz_87441]" id="helpdesk_ticket_custom_field_cf_instanz_87441" /> </div> </div> <div class="control-group " > <label class=" control-label ticket_type-label " for="helpdesk_ticket_ticket_type">Type</label> <div class="controls "> <select class=" dropdown_blank dynamic_sections" data-placeholder="..." name="helpdesk_ticket[ticket_type]" id="helpdesk_ticket_ticket_type"><option value="">...</option> <option data-id="11000157471" value="None">None</option> <option data-id="11000157462" value="Lead">Lead</option> <option data-id="11000157464" value="Free">Free</option> <option data-id="11000157463" value="Trial">Trial</option> <option data-id="11000216987" value="Checkout">Checkout</option> <option data-id="11000157465" value="Starter">Starter</option> <option data-id="11000157466" value="Plus">Plus</option> <option data-id="11000157467" value="Pro">Pro</option> <option data-id="11000157468" value="Platform (WL)">Platform (WL)</option> <option data-id="11000222202" value="Others">Others</option> <option data-id="11000187753" value="Partner">Partner</option> <option data-id="11000231816" value="Free/Expired">Free/Expired</option></select> </div> </div> <div class="control-group " > <label class=" required control-label description-label " for="helpdesk_ticket_description">Description</label> <div class="controls "> <textarea class=" required_redactor html_paragraph span12" rows="6" placeholder="" name="helpdesk_ticket[ticket_body_attributes][description_html]" id="helpdesk_ticket_ticket_body_attributes_description_html"> </textarea> <div class="single_file"> <div class="attach-wrapper row-fluid new-attach" id="attachment-type" data-multifile-enable="true" data-location="portal"> <div class="attachments-list-wrap"> <div class="attachments-list-form" id="ticket-container"> <div class="attachment_contents"> <div id="ticket-attachments" class="attachments-wrap shared_attachment_list"> </div> </div> </div> <div class="clearfix"></div> <div class="hidden_upload"> <div class="add_attachment"><span>+</span> Attach a file</div> <input type="file" name="emptyfile" id="ticket_file" data-attach-id="ticket" nameWhenFilled="helpdesk_ticket[attachments][][resource]" fileContainer="ticket-container" fileList="ticket-attachments" sendFocusTo="ticket-body" max_size="20" max_attachment= "" > </div> </div>   </div> <script id="file-list-template" type="text/x-jquery-tmpl"> <div class="item"> <span class="{{if (!file_valid) }} alert-invalid {{/if}}"> ${name} {{if (size != '0' && size != '0.00 KB ') }} (${size}) {{/if}} - </span> <span> {{if (file_valid) }} <a href="javascript:void(0)" onclick="Helpdesk.Multifile.remove(this); return false;" inputId="${inputId}" class="attachment-close"></a> {{/if}} {{if (!file_valid)}} {{if (is_blocked) }} <div> <span class="alert-invalid-attach-text"> Your attachment(s) type is/are not supported.(Not Added) </span> </div> {{else}} <div> <span class="alert-invalid-attach-text"> Exceeds attachments size(Not Added) </span> </div> {{/if}} {{/if}} </span> </div> </script> <script type="text/javascript"> // Fix for Firefox/IE - To override :hover style persistance after click on input[type=file] element jQuery('div.attach-wrapper a[data-toggle="dropdown"]').bind('click', function(){ jQuery(this).parents('div.attach-wrapper').find('a.attach-link-wrap').first().css({ 'background-color': 'inherit', 'background-image': 'inherit', 'color': 'inherit', 'box-shadow': 'inherit' }); }); jQuery('li.portal-attach a.attach-link-wrap') .bind('mouseover', function(){ jQuery(this).removeAttr('style'); }) .bind('mousemove', function(event){ // Fix to move "Browse" button along with mouse pointer - fix for IE. p=jQuery(this).find('div').first(); newLeft = Math.min(175, Math.max(event.clientX - p.offset().left + p.position().left - 5, 0)); window.title = newLeft; p.css({left: newLeft, top: 0}); }) </script> </div> </div> </div>  <div class="control-group"> <div class="controls recaptcha-control"> <script src="https://www.recaptcha.net/recaptcha/enterprise.js" async defer ></script> <div data-sitekey="6LdvejUUAAAAAEn6wjOFcPVRyQr4KtAJ03ltA1SQ" class="g-recaptcha " display="{:theme=>"white"}"></div> <noscript> <div> <div style="width: 302px; height: 422px; position: relative;"> <div style="width: 302px; height: 422px; position: absolute;"> <iframe src="https://www.recaptcha.net/recaptcha/enterprise/fallback?k=6LdvejUUAAAAAEn6wjOFcPVRyQr4KtAJ03ltA1SQ" name="ReCAPTCHA" style="width: 302px; height: 422px; border-style: none; border: 0; overflow: hidden;"> </iframe> </div> </div> <div style="width: 300px; height: 60px; border-style: none; bottom: 12px; left: 25px; margin: 0px; padding: 0px; right: 25px; background: #f9f9f9; border: 1px solid #c1c1c1; border-radius: 3px;"> <textarea id="g-recaptcha-response" name="g-recaptcha-response" class="g-recaptcha-response" style="width: 250px; height: 40px; border: 1px solid #c1c1c1; margin: 10px 25px; padding: 0px; resize: none;"> </textarea> </div> </div> </noscript> </div> </div> <input type="hidden" name="meta[user_agent]" id="meta_user_agent" value="Pingdom.com_bot_version_1.4_(http://www.pingdom.com/)" /> <input type="hidden" name="meta[seen_articles]" id="meta_seen_articles" /> <input type="hidden" name="meta[enterprise_enabled]" id="meta_enterprise_enabled" value="false" /> <input type="hidden" name="meta[referrer]" id="meta_referrer" value="" /> <input type="hidden" name="helpdesk_ticket[form_id]" id="helpdesk_ticket_form_id" value="29" /> <div class="form-actions"> <input type="submit" name="commit" value="Submit" id="helpdesk_ticket_submit" class="btn btn-primary" /> <a class="btn" href="/en/support/home">Cancel</a> </div> </form> <script src="https://assets2.freshdesk.com/assets/cdn/lookup_field-fbaae59ac52f80ac49090db27333b303849342f4c1f4fd8495c6f6a3f1a48e9d.js"></script> <script> //<![CDATA[ jQuery(document).on('focus', '.redactor_editor', function() { jQuery('#helpdesk_ticket_ticket_body_attributes_description_html-error').css({'display':'none'}) jQuery('#helpdesk_ticket_ticket_body_attributes_description_html-error').parents('.control-group').removeClass('error-group') }); jQuery(document).on('blur', '.redactor_editor', function() { if(!jQuery('#helpdesk_ticket_ticket_body_attributes_description_html').data('redactor').isNotEmpty()){ jQuery('#helpdesk_ticket_ticket_body_attributes_description_html-error').css({'display':'block'}) jQuery('#helpdesk_ticket_ticket_body_attributes_description_html-error').parents('.control-group').addClass('error-group') } }); (function($){ var populateRequestForm = function(){ var requester_input = $('#helpdesk_ticket_email'); requester_input.val("").trigger('focusout'); }; jQuery(document).ready(function(){ populateRequestForm(); jQuery('#meta_referrer').val(document.referrer.escapeHTML()); if( jQBrowser.desktop ){ var redactor_type = "anonymous-ticket" invokeRedactor('helpdesk_ticket_ticket_body_attributes_description_html', redactor_type) } var focus_element = Form.findFirstElement(document.forms[0]); if ($(focus_element).prop('id') == "helpdesk_ticket_ticket_body_attributes_description_html"){ jQuery(focus_element).data('redactor').$editor.focus(); } else { Form.focusFirstElement(document.forms[0]); } jQuery(".dynamic_sections") .on("change", function(e){ var id; var fieldId = this.id; var $el = jQuery(this); var selected = $el.find(':selected'); if (selected.length > 0){ id = selected.data().id; } var nextElements = $el.closest('div.control-group').nextAll(); nextElements.each(jQuery.proxy(function(index, dataItem){ if (jQuery(dataItem).hasClass('ticket_section')) dataItem.remove(); else return false; },this)); var picklistElementSelector = '.'+fieldId+'_picklist_section_'+id; var element = jQuery(picklistElementSelector).parent(); var transformedElements; if(element.length != 0) { transformedElements = jQuery(jQuery(picklistElementSelector).val() .replace(new RegExp('&lt', 'g'), '<') .replace(new RegExp('&gt', 'g'), '>')); transformedElements.insertAfter(jQuery("#"+this.id).parents('.control-group')); initLookupFields(transformedElements, true); } }); jQuery('.dynamic_sections, [id^="helpdesk_ticket_custom_field_"]:not(".nested_field")').trigger('change'); jQuery('[id^="helpdesk_ticket_custom_field_"][type*="checkbox"]').val(1).trigger('change'); initLookupFields(); }); jQuery("#helpdesk_ticket_email").focusout(function(){ var ticket_email = jQuery("#helpdesk_ticket_email").val(); if(false){ jQuery.ajax({ type: 'POST', data: {email : ticket_email}, datatype: 'json', url: "/helpdesk/commons/user_companies", success: function(data){ if(data != false){ jQuery('#helpdesk_ticket_company_id').empty(); jQuery.each(data, function(key, val){ jQuery("<option/>").val(val[1]).html(val[0]).appendTo("#helpdesk_ticket_company_id"); }); if(!jQuery("#cc_emails").hasClass("non_company_ccs")){ jQuery("#helpdesk_ticket_company_id").on("change", function(){ jQuery("#cc_emails_filter").select2('val', '').empty(); }); } jQuery('#helpdesk_ticket_company_id').val('').change(); jQuery('.company-label').parent().insertAfter(jQuery("#helpdesk_ticket_email")); jQuery('#helpdesk_ticket_company_id').removeAttr("disabled"); jQuery('.company-label').parent().slideDown(); jQuery('#add-cc-button').slideDown(); }else{ jQuery('#helpdesk_ticket_company_id').attr("disabled", true); jQuery('.company-label').parent().slideUp(); if(false) jQuery('#add-cc-button, #cc-emails').slideUp(); } } }); } }).trigger("focusout"); var form_submitted = false; jQuery('#new_helpdesk_ticket [type=submit]').click(function(event) { var _form = jQuery('#new_helpdesk_ticket'); var validForm = _form.valid(); _form.find('.datepicker_popover').each(function(index) { validForm = jQuery(this).valid() && validForm; }); if(validForm) { jQuery(this).removeClass('cancel'); } else { jQuery(this).addClass('cancel'); return false; } var cc_emails = _form.find('input[name="cc_emails"]') var cc_emails_val = cc_emails.val() if (cc_emails_val && cc_emails_val.split(",").length >= 50) { alert('You can add upto 50 CC emails'); return false; } if(getFromSessionStorage('seenArticlesArray') && getFromSessionStorage('seenArticlesArray').length > 0){ var _seenArticles = getFromSessionStorage('seenArticlesArray').slice().splice(-50); // only taking last 50 items jQuery('#meta_seen_articles').val(JSON.stringify(_seenArticles)); removeFromSessionStorage('seenArticlesArray'); } _form.find("button, a.btn").attr('disabled',true); }); $(window).on('load', function() { $('[id^="helpdesk_ticket_group_"]').trigger('change'); }); })(jQuery); //]]> </script> <script> //<![CDATA[ (function($){ $(document).ready(function(){ $("#helpdesk_ticket_email").focusout(function(){ var ticket_email = $("#helpdesk_ticket_email").val().trim().toLowerCase(); var current_user_email = ""; var $nameField = $("#name_field"); (ticket_email === current_user_email || !ticket_email.isValidEmail()) ? $nameField.hide() : $nameField.slideDown(); }); }); })(jQuery); //]]> </script> <script type="text/javascript"> var ticketFormsDropdown = document.getElementById('helpdesk_ticket_forms_dropdown'); if (ticketFormsDropdown) { var ticketFormPageTitle = document.querySelector('.fc-new-ticket-heading'); ticketFormPageTitle && ticketFormPageTitle.classList.add('hide'); } </script> </div> </div> </div> </div> </div> </div> <div class="container" style="display: none"> <ul class="row category-list clearfix" id="category-list"> <div class="container"> <div class="category-list__container container-inner clearfix"> <h1 class="hero__title"> Payrexx for Merchants </h1> <li class="column column--sm-4 category-list-item"> <a class="category-list-item__link" href="https://docs.payrexx.com/merchant"> <h2 class="h5 category-list-item__title"> Getting Started </h2> <p class="category-list-item__description"> From registration to the first payout. </p> </a> </li> <li class="column column--sm-4 category-list-item"> <a class="category-list-item__link" href="https://docs.payrexx.com/merchant/payment"> <h2 class="h5 category-list-item__title"> Payments </h2> <p class="category-list-item__description"> Testing along with various payment types such as subscriptions or tokenizations. </p> </a> </li> <li class="column column--sm-4 category-list-item"> <a class="category-list-item__link" href="https://docs.payrexx.com/merchant/payment-priovder"> <h2 class="h5 category-list-item__title"> Paymentprovider </h2> <p class="category-list-item__description"> Account opening (KYC) or payouts in Payrexx Direct & Swisscollecting and external providers. </p> </a> </li> <li class="column column--sm-4 category-list-item"> <a class="category-list-item__link" href="https://docs.payrexx.com/merchant/account"> <h2 class="h5 category-list-item__title"> Account & Administration </h2> <p class="category-list-item__description"> Finding your way around your Payrexx account. </p> </a> </li> <li class="column column--sm-4 category-list-item"> <a class="category-list-item__link" href="https://docs.payrexx.com/merchant/integration"> <h2 class="h5 category-list-item__title"> Integrations </h2> <p 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