At PaymentWorks, we are committed to resolving your concerns as efficiently as possible. Follow these best practices to create purposeful support tickets and help our team troubleshoot your issue quickly.
⚠️ Do Not Include Sensitive Information:
Ticket systems are not secure for sensitive data. Avoid including Tax IDs, Social Security Numbers, bank account details, or other confidential information in your communications.
Creating a Support Ticket at https://help.paymentworks.com/contactsupport
Essential Information to Include:
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- Your Full Name: Provide your first and last name to help us identify your account.
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- Your Email Address: Use the email address associated with your PaymentWorks account. If you don’t have an account, use the email address where your customer sent the invitation.
- CC Field: Add one email address to keep a colleague or your customer/vendor informed about the ticket’s progress.
Selecting Your User Type
Choose the User Type that best describes your role:
- Payer: You are a PaymentWorks customer using the platform to onboard vendors.
- Payer on Behalf of Vendor: You are a PaymentWorks customer creating a ticket to transfer a vendor to PaymentWorks for assistance.
- Vendor: You are a supplier/payee invited by a customer (Payer) to register on PaymentWorks.
Choosing the Right Fields
- Problem Type: Select the category that best fits your issue. The options are dynamic based on the User Type you select.
- Payer Name:
- Payer: Enter your organization’s name.
- Vendor: Enter the name of the Payer (your customer) who invited you to register or connect.
Ticket Content
- Subject: Provide a brief description of the issue.
- Description: Offer as much detail as possible, including:
- Error messages.
- Steps you took before encountering the issue.
- What you were trying to accomplish.
- How we can reproduce the issue.
- List all questions or concerns upfront for a faster resolution.
- Screenshots: Attach images showing the issue (if applicable). Screenshots are highly encouraged.
- File Uploads: Attach non-sensitive files, such as JPEG, PNG, PDF, CSV, or XLSX. If you’re unable to attach files while creating the ticket, you can email them after receiving a response from the PaymentWorks Support Team.
Confirmation Email
After submitting your support ticket, you will receive a confirmation email with your ticket number. Use this ticket number to track your inquiry or reference it in any follow-up communications with PaymentWorks Support.
Replies to Support Tickets
To ensure your reply is affiliated with the correct ticket, always respond directly within the ticket thread.
⚠️ Important: Do not send emails to support-1@paymentworks.com/hs-inbox.com, as this is an unmanaged case management inbox. Replies sent to this address will not be processed or associated with your ticket.
For Follow-Up or Resolved Tickets
If you need assistance with a previously resolved ticket:
- Create a new support ticket.
- Provide a summary of your prior concerns.
- Include relevant details from the original ticket to help us quickly understand the context and address your issue.
By following these guidelines, you can help us address your concerns more efficiently and improve your overall experience with PaymentWorks. For additional assistance, contact our PaymentWorks Support Team.