Where to Find Support
Look for the support bubble in the bottom right corner of any product screen (including this page!). Click it to start a conversation.
Getting Help is Simple
Step 1: Ask Your Question
Start a conversation in the messenger - just type your question naturally.
Step 2: Paytronix Agent Responds Instantly
Paytronix Agent searches our Help Center and provides immediate answers with relevant links. Many questions are resolved here!
The Agent can help with:
How-to questions ("How do I create a new offer?")
Feature explanations ("What's the difference between X and Y?")
Account settings ("How do I update my password?")
Product navigation ("Where do I find my reports?")
Example questions:
"How do I reset my password?"
"How do I export a transaction report?"
"What's the difference between gift cards and comp cards?"
Step 3: Connect to a Specialist
If Paytronix Agent can't fully resolve your question, it connects you with a support specialist - or just ask: "I need to speak with someone."
Step 4: We Take It From Here
Our support team picks up the conversation with full context and works with you to resolution.
Step 5: Need to CC Your Team?
Let our support team know and they can convert the conversation to email format!
Key Features
Available 24/7
Paytronix Agent: Instant answers anytime
Support team: Assistance around the clock
Phone support: 617.649.3300 x1
Your Conversation History
All conversations are saved in the messenger
Click the support bubble to see active and closed conversations
Or for closed cases, log into the Help Center and go to "My Cases"
Team Collaboration
You have two options when you need to involve colleagues:
Option 1: Export and share (Recommended)
Click the three dots (•••) in the top right of the conversation
Select "Download Transcript”
Forward the transcript to your team
Option 2: Ask Support to convert to email For real-time collaboration where your team needs to participate in the conversation:
Tell Support: "I need to add my team to this conversation" or "Can you convert this to email?"
Support will convert the conversation to email format
You'll receive emails from "[Support Specialist Name] from Paytronix"
You can then CC your colleagues on your email replies to loop them in
All recipients can reply via email (like a normal email thread)
All email replies sync back to the conversation system
Once converted to email, the conversation works just like your familiar email workflow, you control who gets added and when.
When does Support offer email conversion? Support proactively offers to convert conversations to email for complex issues that typically benefit from team collaboration, such as:
Integration projects
POS troubleshooting
Technical implementations
Email Support During Transition
Through March 31, 2025: You can still email [email protected]
After March 31: Use the Paytronix Agent and messenger tool for all support. Support can enable email format for specific conversations when you need team collaboration.
Quick Tips
✅ No login required - The messenger uses your existing product login
✅ Want to talk to a human? Just ask! You can skip straight to a Support agent anytime
✅ Rate your experience - You'll receive a brief survey when conversations close
Troubleshooting & Common Questions
1. Can I skip straight to a human agent?
Yes! When you open a conversation, just say "I need to speak with someone." Paytronix Agent will ask a couple quick questions to route you to the right specialist team, then connect you directly.
2. What if Paytronix Agent gives me incorrect information?
Ask to speak with a Support agent and let them know what the Agent suggested. The agent will provide the correct information and help us improve the AI's responses.
3. How do I reopen a closed conversation?
Simply reply to the closed conversation in the messenger within 3 business days, and it will automatically reopen. You don't need to start a new conversation if you're following up on a previous issue.
4. I can't see the messenger bubble
Try these quick fixes:
Refresh your browser page
Check if ad blockers or privacy extensions are hiding it
Try a different browser (Chrome, Firefox, Safari, or Edge)
Contact your IT team if your company firewall might be blocking it
Need More Information?
💬 Ask Paytronix Agent - Open the messenger and ask anything!
📞 Call Support - 617.649.3300 x1
Have feedback about the new support experience? We'd love to hear from you! Contact your Account Manager or use the feedback option in the Help Center.