This guide covers what your team needs to get fast, accurate help from Paystand Support: how to sign in, how to write a ticket that is routed correctly the first time, what to expect after you submit, and how we protect your account. Share it with everyone on your team who contacts Support.
The short version
- Every request starts at support.paystand.com.
- One issue per ticket, with the business impact and the outcome you need.
- Answer How is this impacting your business? on the ticket form. Your answer sets the priority.
- Keep every update in the ticket.
How Paystand Support works
Help Center intake
All support starts at support.paystand.com. One place to submit, track, and manage every request.
Payment-critical first
Payment-critical issues are handled first. Every ticket gets updates in the thread as work moves forward.
Experts on your ticket
If your issue needs Engineering or Product, Support brings them in. It all stays in one ticket, so you never repeat yourself.
Direct support for your team
Paystand Support works directly with your team, so the people who know your account get answers from the people who know the platform.
Three steps: sign in, submit, track
1 Sign in
- Go to support.paystand.com.
- Use your Paystand dashboard credentials. Your Help Center login is mapped to your dashboard login, so there is no separate password.
- Forgot your password? Reset it at dashboard.paystand.com/v2/forgot-password. The same login works for the Help Center.
2 Submit
- Choose Support Request when something needs attention, or Feedback for an idea or suggestion.
- Answer How is this impacting your business? on the form. Your answer sets the ticket's priority, so there is no need to mark anything urgent in the subject line.
- Describe what is blocked and the outcome you need.
- One issue per ticket. A ticket carries one priority, so an urgent issue mixed with routine questions can wait behind them.
3 Track
- See status and assignment in real time.
- Reply directly in the ticket thread.
- CC stakeholders and follow everything from one place.
Can't sign in?
- Confirm you are using the same email address you use for the Paystand dashboard.
- Reset your dashboard password at dashboard.paystand.com/v2/forgot-password, then sign in to the Help Center again.
- If you don't have a dashboard login, or your email isn't registered in your Paystand dashboard, ask an admin on your account to add you.
- Payment blocked and you can't get in? Ask a colleague who is a registered contact to submit the ticket and CC you, so the urgent issue keeps moving while your access is sorted out.
Write a ticket that moves fast
Every ticket should include these five things. Each one removes a round of back-and-forth.
| Include | What to provide | Why it matters |
|---|---|---|
| Business impact | Your answer to How is this impacting your business?, plus what is blocked right now and for whom | Sets your ticket's priority |
| Payment identifiers | Payer email, invoice ID, payment ID | Makes the first response accurate |
| Payment context | Payment URL and campaign context | Cuts follow-up questions |
| Evidence | Exact error text, timestamp with time zone, screenshot | Speeds diagnosis |
| Desired outcome | The specific action you need from us | Points the first reply in the right direction |
What a complete ticket looks like
This is the level of detail that helps our team respond fastest. Include what you have. You don't need every line.
How is this impacting your business? [choose on the form]
BUSINESS IMPACT
What is blocked right now:
Who is affected (all payers, one payer, one payment method):
Since when (date, time, time zone):
PAYMENT IDENTIFIERS
Payer email:
Invoice ID:
Payment ID:
PAYMENT CONTEXT
Payment URL:
Campaign or payment page context:
EVIDENCE
Exact error text (copied, not paraphrased):
Timestamp of the error (with time zone):
Screenshot: attached
Steps to reproduce:
DESIRED OUTCOME
The specific action I need:
Example: a payment problem, weak vs. strong
WEAK
Subject: Payments not working
Description: Our customers can't pay. Please fix ASAP.
Support has to ask which customers, which payments, what they saw, and when it started before anyone can look.
STRONG
- Subject: Card payments failing on our invoice payment page since 9:40 AM ET
- How is this impacting your business? Unable to take or process payments
- Business impact: No payer has completed a card payment since 9:40 AM ET. Bank payments still work. About 30 invoices are due today.
- Payment identifiers: Payer email ap@example.com, invoice INV-10482, payment ID from the dashboard.
- Payment context: Payment URL included. This is our standard invoice payment page.
- Evidence: Exact error text copied from the screen, timestamp 9:42 AM ET, screenshot attached.
- Desired outcome: Restore card payments on this page, and confirm whether any attempted payments need to be retried.
Example: one issue per ticket
WEAK
Subject: A few questions
Description: A payment from yesterday is missing, we'd like to change our receipt wording, and can you explain a report column?
One urgent item and two routine ones. The missing payment may wait behind the questions.
STRONG
Three separate tickets: one for the missing payment with identifiers and evidence, one for the receipt wording, one for the report question. The urgent one is routed on its own.
Writing a good subject line
- Say what is broken or what you need, not just the topic. "Refund not showing for invoice INV-10482" beats "Refund question".
- Leave urgency out of the subject line. How is this impacting your business? sets the priority.
- Include one identifier if you have it, such as an invoice ID or payment ID.
- Keep it to one line. Details go in the description.
What happens after you submit
Tickets are worked by business impact, so payment-blocking issues go to the front of the queue. A clear impact statement is the fastest way to get the right priority.
1 Prioritized by business impact
Payment-critical and transaction-blocking issues go to the front of the queue.
2 Experts brought in when needed
Support brings in Engineering or Product when the issue requires it. You keep the same ticket.
3 Updated in the ticket
Questions and progress updates are posted to the ticket thread. Reply there.
4 Resolved in the ticket
The resolution stays in the thread, so your team has a record of what happened.
Keep every update in the ticket
- Visibility: see every ticket you've submitted or been CC'd on, in one view.
- Collaboration: comment on the thread and CC stakeholders from inside the ticket. No side emails.
- Faster outcomes: when context stays in one place, there is less re-triage and a faster handoff to Engineering or Product.
- Don't email agents directly: even if you have an agent's email address, reply in the ticket instead. A direct email sits outside the queue, so if that person is out, nobody else can see it or pick it up, and your request stalls.
- Changes in urgency: if something becomes more urgent, say so in the existing ticket rather than starting a new email thread.
Account security
Known contacts only
Paystand only supports email addresses registered in your Paystand dashboard. Requests from unknown email addresses are routed to your known contacts for validation.
Sensitive account changes, such as updating bank details or adding an administrator to your Paystand dashboard, require a secure ID upload and a recorded video verification when Paystand makes the change for you. No exceptions.
Who to register as known contacts
Why it matters
- Requests from registered contacts are worked right away.
- Requests from anyone else go through a validation step first.
Who to register
- The person who owns receivables or payments day to day
- A finance lead or controller who approves account-level decisions
- Whoever manages your ERP or accounting integration
- At least one backup, so coverage never depends on one person
Keep it current
- Update the list when people join, change roles, or leave.
Sensitive changes: bank accounts, administrators, contacts, ownership
What counts as sensitive
- Bank account changes
- Adding or changing an administrator on your Paystand dashboard
- Authorized contact changes
- Ownership updates
Fastest path: make the change yourself
Your dashboard administrators can make all of these changes directly in the Paystand dashboard. No ticket needed.
If Paystand makes the change for you, both steps must clear first
01 Secure ID upload
A government ID (passport or driver's license), uploaded through a secure channel provided by your Paystand contact.
02 Recorded video verification
A recorded video call with the authorized person holding their ID on screen.
No exceptions
- No change is made until both steps are complete.
- Never send bank details or ID documents by email or as ticket attachments.
What Paystand Support covers
| Paystand Support handles | Stays with your organization |
|---|---|
| Requests from your team's registered contacts | Support for your payers (your customers) |
| Payment and transaction issues | Communicating with payers about their payments |
| Configuration guidance and feature assistance | Sensitive changes you can make yourself in the dashboard |
When a payer reports a problem
- Your team stays the payer's point of contact.
- Collect the details: their email, the invoice ID, the payment ID if they have it, the exact error text, the time it happened, and a screenshot.
- If the issue needs Paystand, a registered contact on your team submits the ticket with as much of the detail above as they have.
- Relay the outcome back to the payer.
Please don't direct payers to Paystand Support. Their email isn't a known contact on your account, so the request is routed back to your team for validation, which adds time.
Share your payer support contact with us
Your payers sometimes reach out to Paystand directly. When they do, we want to send them straight to you.
Submit a Support Request with the email address or contact form link your payers should use, and let us know if it changes.
Stay in the loop
Sign up for notifications and share the form with your team: Stay in the loop signup form
| Notification | How often | What you get |
|---|---|---|
| Support and Product Newsletter | Periodic | Product updates, platform tips, and FAQs |
| Maintenance Notifications | As scheduled | Advance notice of planned downtime |
| Incident Updates | As needed | Real-time alerts on active known incidents |
| Beta Program | Invite-only | Early access to upcoming features |
Quick reference
- Support Center: support.paystand.com
- Sign-in help: your Help Center login is your Paystand dashboard login
- Password reset: dashboard.paystand.com/v2/forgot-password
- One issue per ticket. Impact and desired outcome in every ticket.
- Set priority with How is this impacting your business?, and keep every update in the ticket.