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      Best Practices for Payers When Engaging with PaymentWorks Support

      Following these best practices will help you get faster, more accurate and timely support from the PaymentWorks team. Before opening a ticket, review these recommendations to ensure you're using the most efficient path to resolution.

      Check the Knowledge Base & Developer Portal First

      Many common questions and troubleshooting steps are already documented in our Knowledge Base and Developer Portal. Searching these resources first can often resolve your issue without needing to open a ticket.

      Use a Supported Browser

      PaymentWorks is optimized for Google Chrome. Using unsupported browsers can result in unexpected behavior or errors.

      Please make sure you are running the latest version of Chrome before reporting an issue.

      🔧 Browser Compatibility & Best Practices

      Try Basic Troubleshooting Before Filing a Ticket

      Before contacting Support, please try the following steps:

      • Log in from a different browser or computer

      • Ask a colleague to try reproducing the issue from their account

      • Clear your browser’s cache and cookies

      • Quit your browser and open a new session

      These actions frequently resolve issues or help Support diagnose them faster.

      Provide Complete & Specific Information

      The more details you provide up front, the faster we can assist you. Please include:

      • Vendor Number (ERP Record)

      • Request ID (for NVR-related questions)

      • Update ID (for update-related issues)

      • Screenshots of any errors or unexpected behavior

      • File attachments when applicable

        • If the file contains sensitive data, provide the file name and upload timestamp so Support can locate it securely

      📌 If you're submitting a ticket on behalf of a vendor, be sure to CC the vendor’s email address so we can engage directly with them.

      Clearly Describe the Impact

      Tell us how the issue is affecting you or your organization:

      • Is it happening for just you, or multiple users?

      • Is it blocking payments, registration, or critical processes?

      • Are there any deadlines or urgent impacts?

      This helps us prioritize your ticket appropriately.

      Stay Engaged During Troubleshooting

      Our Support team may reach out with follow-up questions, testing steps, or data requests. Prompt responses help:

      • Keep the investigation moving

      • Reduce turnaround time

      • Prevent unnecessary delays in resolving your issue

      If you're asked to test something on your side, please reply with results as soon as possible.

      Always Use the Support Form

      All support requests must be submitted through the PaymentWorks Support Contact Form.

      🚫 Please do not email support-1@paymentworks.com.hs-inbox.com directly—doing so will not create a ticket and will not receive a response.

      📨Only messages sent through the official Support Form or within an existing ticket thread are monitored and responded to.

      Related Articles

      For additional support or if you encounter issues, please contact PaymentWorks Support.