How do I contact Paytronix Support?
Call: You may reach our general support line at 617-649-3300 and follow the prompts to get transferred to Support. If you are not immediately connected to a Technical Support Specialist, please leave a voicemail with your name and callback number, and we will do our best to return your call within one business hour. If you emailed in before calling, please provide the 8-digit ticket number or mention that you sent an email so we can search for the ticket.
Email: You may create a ticket in our ticketing system by emailing [email protected]. We do our best to provide an initial response within one business day of receipt.
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.
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), we ask that you utilize the attached requirements document, if applicable. For clients with a Solutions 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 in our ticketing system by emailing [email protected]. If you would like to order cards, please refer to the article: How Do I Order Gift or Loyalty Cards?.