The Softpay Support team is ready to help partners and developers with questions, troubleshooting, or account changes. This article explains how to submit a support request and what information to include, so we can assist you as quickly and effectively as possible.
The Softpay Support team is available during office hours weekdays between 09:00 and 17:00 CET and will answer any request as quickly as possible, however please allow for a working day to receive an initial response.
Please note that the Softpay Support team does not provide support for resellers customers directly. Support for a Softpay terminal purchased through a reseller is provided by the reseller.
How to Submit a Ticket
Support requests are handled through email. To create a ticket, send an email to:
Required information
Customer/merchant name
Acquirer (for example, Nets, Elavon, Swedbank, etc.)
App ID (found at the bottom of the menu in the Softpay app or under Settings → App Info or through AppSwitch or CloudSwitch)
For questions regarding app behaviour or integration with our APIs:
Short description of the issue
Action that was performed
Expected outcome
Actual outcome (incl. screenshots, pics, videos etc.)
Exact time and date when the issue was last seen
If an error is shown in app - long press the error title and share the details from the detail view.
For resellers needing help with credentials deliveries, please provide:
Original recipient email and phone number
New recipient email and phone number