Working with Paytronix Support?
Paytronix Agent: Located in the Paytronix platform, Paytronix Agent is your go-to resource for instant answers about product features, functionality, and step-by-step guidance. Get accurate responses to platform questions, troubleshooting help, and how-to instructions—complete with screenshots and links to relevant help articles. Paytronix Agent asks clarifying questions to deliver precisely what you need. If your issue requires human assistance, simply open a support case and request a call with a Technical Support Engineer.
Help Center: You may create a ticket in the Help Center via Submit a Case. We do our best to provide an initial response within one business day of receipt. If you do not see an option to "Submit a Support Case", ask the Paytronix Agent to open a case to get permissions to submit a support case.
Call: Contact our support team at 617-649-3300, Option 1. If a Technical Support Engineer isn't immediately available, please leave a voicemail with your name and callback number—we'll return your call within one business hour. When leaving a message, include your 8-digit ticket number if you've already emailed us, or mention your email so we can locate your case. You can view all open cases in the Help Center.
How can I get support troubleshooting an issue?
If you are contacting Paytronix Support to troubleshoot a technical issue, we ask that you provide as much information as you have available in your initial call or email. Below are some helpful pieces of information you can provide that will help us dive into the issue and troubleshoot more efficiently.
Who is reaching out? – Merchant ID & Store Number, contact name & email, role in organization
POS or Integration Type
Error Message – Specific error message(s) that appear; screenshots encouraged
Context of Behavior – When does this error message appear?
Steps to reproduce – The exact flow that causes the specific error message to appear, if reproducible
Impact – How long has this been happening? How many locations/guests have been affected?
Background Info – Has anything changed since the issue began?
Below are some additional pieces of information that are helpful if applicable:
Card Number – Specific card number that may exhibit the behavior presented
Order Number – Specific online orders that may exhibit the behavior presented
How do I receive support for a configuration question or issue?
If you are contacting Paytronix Support with a configuration request (promotion configuration, new wallet, etc), you may submit a ticket in the Help Center via "Submit a Case" and selecting "Have a Configuration Request?".
For clients with a Technical Support Manager, formerly Solution Consultant, please use your Promotion Tracker for configuration requests.
How do I receive support with creating a new store?
If you would like to create a new store within Paytronix, please refer to the article: How Do I Set Up a New Store in Paytronix?.
How do I receive support with the card ordering process?
If you have a question on the card ordering process you may create a ticket for a configuration request. If you would like to order cards, please refer to the article: How Do I Order Gift, Comp or Loyalty Cards?.
What if I need to escalate a case?
We're committed to providing stellar service on every case. Should you need additional assistance or feel your issue requires further attention, please utilize our case escalation process.
Tell Us How We Did!
When your support case is closed, you'll receive an email with a brief 5-minute survey. Every response is carefully reviewed by our Support Management team. The survey will arrive from [email protected] with the subject line "How'd Paytronix Support do? We really want your feedback."
Your feedback helps us continuously improve the support experience.