How to determine who to contact for help
We know you might have questions about PaymentWorks and your experience with our platform. The following information will help you decide if you should contact us directly, if you should reach out to your customer, or if you should first try troubleshooting on your own. We hope this helps!
Before you contact PaymentWorks Support or your customer, we'd like to offer some troubleshooting suggestions that may help you resolve the issue you’re experiencing:
- Close and restart the platform
- Close and restart the browser you’re using
- Try using the platform in another browser
- Reboot your computer (shut down and restart)
If these troubleshooting suggestions didn’t resolve the issue for you, please visit the Payment Works Help Center to search for and view articles that offer guidance. Many answers to common questions can be found in the help center. If you aren’t able to resolve the issue through troubleshooting or using the help center, please contact your customer or contact the PaymentWorks Support team for more assistance.
When should I contact my customer?
You should contact your customer for questions relating to:
- Custom fields on the registration form that are specific to your customer
- Clarification on why you're being asked to register
- The status of your registration approval and set-up
- Tax-related inquiries
- Questions about payments and/or invoices
Here are some examples of questions you might have for your customer:
- When will my registration be approved?
- Is this insurance certificate, bank account verification document, tax form, or other documentation I provided acceptable?
- Do I need to register on behalf of my business or as an individual?
- When will I be paid?
- How will I be paid?
- What is the status of my invoice?
- How do I submit my invoices?
- Can you help me determine my tax and/or citizen status?
- Should I be providing a W9 or W8 form?
- Will my payment have tax implications?
Your customer will be able to help you, so be sure to reach out to get the assistance you need.
When should I contact PaymentWorks Support?
You should contact PaymentWorks Support if you need help with:
- Completing your registration form
- Updating information with your customer
- Questions about your PaymentWorks account, such as an account access issue
- PaymentWorks emails not being received
- Questions about EarlyPay, if enrolled
- General questions about the PaymentWorks platform (navigation, technical questions, etc.)
Keep in mind that PaymentWorks Support isn’t able to help with:
- Tax forms
- Tax classifications
- Legal advice
- Invoice and/or payment inquiries
Questions about any of these topics should be directed to your customer.
If you’re still in need of guidance and you need to submit a ticket to PaymentWorks Support, please read Support Ticket Creation Best Practices, and follow the steps outlined in the article. This will help the support team resolve your issue quickly.