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 case submission, 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 are encouraged, and we'll also take video.
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?
Card Number – Specific card number that may exhibit the behavior presented
Have a configuration question or issue?
If you are contacting Paytronix Support with a configuration request (promotion configuration, new wallet, etc), you can submit your request from the Submit a New Configuration Request page. There you can utilize the requirements document, if applicable or if you are a client with a Solutions Consultant, you can use your Promotion Tracker.
Need help with ordering cards?
If you have a question on the card ordering process you may create a ticket for our card specialists here in the Help Center or email [email protected]. If you would like to order cards, please refer to this article: How Do I Order Gift or Loyalty Cards?.