Paymorz maintains dedicated communication channels to ensure efficient and secure correspondence. Please utilize the appropriate email address based on the nature of your inquiry to facilitate prompt and accurate assistance.
1.1 Primary Support Email
- Email Address: support@paymorz.com
- Purpose: General support inquiries, account management, technical assistance, transaction support, and platform-related questions
- Response Time: Within 24 hours during standard business days
- Availability: 24/7 email submission capability (responses provided during business hours)
1.2 Security & Safety
- Email Address: security@paymorz.com
- Purpose: Reporting security incidents, suspicious communications, unauthorized access attempts, phishing attempts, and other security-related concerns
- Response Time: Priority handling with initial response within 4-6 business hours
- Availability: 24/7 monitoring for urgent security matters
1.3 Official Notifications
- Email Address: notifications@paymorz.com
- Purpose: Official system-generated communications, policy updates, service announcements, and automated notifications from Paymorz
- Important Note: This is an outbound-only email address. Please do not send inquiries to this address, as it is not monitored for incoming messages.
1.4 Email Usage Guidelines
- Preferred Communication Method: Email communication ensures comprehensive tracking, documentation, and audit trails for all support interactions
- Automated Ticket System: All incoming emails automatically generate unique support tickets within our secure ticketing platform for efficient tracking and resolution
- Security Verification: Always verify that emails claiming to be from Paymorz originate from @paymorz.com domains
- Spam Prevention: We recommend adding support@paymorz.com and security@paymorz.com to your email contacts or whitelist to ensure important communications are not filtered to spam or junk folders
2. Customer Support
2.1 Support Hours
Our customer support team operates during the following hours:
- Standard Business Hours: Monday through Saturday, 10:00 AM to 6:00 PM (Indian Standard Time)
- Holiday Schedule: Support services are unavailable on Sundays and recognized public holidays
- Email Submission: Email inquiries may be submitted 24/7; responses are provided during standard business hours
Our support team is committed to delivering timely and effective assistance during business hours. While our email system accepts inquiries continuously for your convenience, responses are provided during standard operating hours to ensure quality service delivery.
2.2 Contact Methods
To reach our customer support team:
- Primary Contact Channel: support@paymorz.com
- Standard Response Time: Within 24 hours during business days
- Exclusive Communication Method: Email communication is our primary and preferred method of contact, ensuring comprehensive tracking, documentation, and proper routing of inquiries
Email communication enables us to maintain accurate records of all support interactions, ensures proper routing to specialized teams when necessary, and provides a complete audit trail for your reference.
3. Support Categories
3.1 General Inquiries
For questions about how our platform works:
- Platform usage: How to navigate the dashboard, locate features, use reporting tools, and manage your account settings
- Account management: Setting up profiles, updating business information, adding users, managing permissions, and configuring preferences
- Feature information: Detailed explanations of specific Paymorz capabilities, including payment options, invoice management, and vendor tracking
- General assistance: Billing questions, documentation requests, partnership inquiries, and other non-technical questions
We maintain a comprehensive knowledge base addressing numerous general inquiries, accessible through our Help Center. For inquiries not addressed in our knowledge base, our dedicated support team is available to provide assistance.
3.2 Technical Support
For technical issues and platform functionality concerns:
- Login issues: Problems accessing your account, password reset challenges, two-factor authentication difficulties, or session expiration problems
- Transaction problems: Failed payments, declined transactions, pending statuses that don't resolve, or discrepancies in transaction amounts
- Technical difficulties: Platform errors, interface issues, data synchronization problems, integration failures, or compatibility issues with browsers or devices
- System errors: Specific error codes, unexpected behavior, system timeouts, or performance issues affecting your ability to use the platform
Our technical support team comprises specialists across various platform components. To facilitate efficient resolution, please include the following information when reporting technical issues:
- Error Details: Exact error message or code (screenshots are highly recommended)
- Reproduction Steps: Detailed sequence of actions taken prior to encountering the error
- System Information: Device type, browser version, and operating system specifications
- Timeline: Date and time (with timezone) when the issue occurred
3.3 Transaction Support
For assistance with payment processing:
- Payment processing: Help with initiating transactions, understanding processing fees, resolving payment gateway issues, or addressing payment method rejections
- Refund requests: Assistance with initiating refunds, tracking refund status, understanding refund timelines, or resolving refund-related disputes
- Transaction disputes: Support for addressing transaction disputes, providing transaction evidence, or navigating the dispute resolution process
- Payment verification: Confirmation of payment receipt, verification of payment status, or documentation of completed transactions for your records
Transaction support requires enhanced security verification protocols to safeguard your financial information. Additional identity verification steps may be necessary before we can provide certain types of transaction-related assistance.
3.4 Account Support
For help managing your account:
- KYC verification: Assistance with document submission, verification status checking, addressing verification rejections, or updating verification documents
- Account updates: Help with updating business details, changing contact information, modifying user access, or updating banking details
- Security concerns: Support for suspected unauthorized access, unusual account activity, security notification clarification, or security best practices
- Access issues: Help with user permissions, access limitations, multi-user setup, or account recovery options
Account security is our highest priority. When contacting us regarding account-related matters, please ensure you are using your registered email address and be prepared to complete our standard identity verification procedures.
4. Support Process
4.1 Ticket System
Our support infrastructure is designed to ensure efficient and comprehensive handling of all inquiries:
- Automated Ticket Generation: All email inquiries are automatically processed and assigned unique support tickets within our secure ticketing platform, ensuring no request is overlooked
- Unique Reference Numbers: Each inquiry generates a unique support ticket with a standardized reference number.
- Confirmation Notification: An automated confirmation email containing your ticket number is dispatched within 15 minutes of submission
- Priority Classification: All issues are systematically categorized and prioritized based on urgency, complexity, and potential impact on your business operations
Our ticketing system enables us to:
- Maintain comprehensive historical records of all support interactions
- Ensure service continuity across multiple support agents and departments
- Facilitate appropriate escalation procedures when specialized expertise is required
- Provide consistent status updates throughout the resolution lifecycle
- Monitor and continuously improve our response and resolution metrics
Important: Please retain your ticket number and reference it in all follow-up communications to ensure seamless service continuity and efficient case management.
4.2 Escalation Process
Our structured resolution framework follows these stages:
- Initial Contact: Submit your inquiry to support@paymorz.com (or security@paymorz.com for security-related matters) with a descriptive subject line clearly outlining your issue
- Automatic Acknowledgment: Receive an automated confirmation email containing your unique ticket number and estimated response timeframe
- First-Level Response: A support agent conducts an initial review, provides preliminary assistance or troubleshooting guidance, and may request additional information to proceed
- Specialist Escalation: Complex issues requiring specialized expertise are automatically routed to appropriate specialist teams (technical, financial, security, or compliance)
- Resolution and Follow-up: Upon implementation of the solution, we confirm resolution of your issue and solicit feedback regarding your support experience
In the event that your issue requires escalation to a specialist team, we will:
- Notify you promptly of the escalation and the reason for specialist involvement
- Provide an updated estimated resolution timeline based on the complexity of the issue
- Introduce the specialist or team handling your case
- Maintain regular communication with status updates until resolution is achieved
For particularly complex or business-critical issues, we may assign a dedicated support manager to coordinate the resolution process and serve as your primary point of contact throughout the engagement.
5. Response Guidelines
5.1 Response Times
Our service level commitments for various inquiry types:
- General Inquiries: Response provided within 24 hours during business days, with most straightforward questions addressed within 12 hours
- Technical Issues: Initial assessment completed within 24 hours, with subsequent status updates provided every 24-48 hours for issues requiring extended investigation
- Urgent Matters: Priority handling when "URGENT" is included in the email subject line, with initial response typically provided within 4-6 business hours
- Complex Issues: Regular status updates provided every 48 hours until resolution is achieved, regardless of the total resolution timeframe
5.2 Information Required
To facilitate efficient resolution of your inquiry, please provide the following information:
- Account Information: Your registered email address, account name, and business name associated with your Paymorz account
- Transaction Details: For transaction-related inquiries, include the transaction ID, transaction date, and transaction amount
- Issue Description: Comprehensive explanation of your issue or question, including the objective you were attempting to accomplish
- Supporting Documentation: Screenshots or screen recordings demonstrating errors or issues when applicable, ensuring any sensitive information is appropriately redacted
- Previous Correspondence: Reference to any prior communications regarding this issue, including previous ticket numbers
For specific issue categories, the following additional information is particularly helpful:
- Technical Issues: Browser and application versions, device specifications, operating system details, and detailed steps to reproduce the problem
- Payment Issues: Payment method utilized, payment gateway employed, recipient information, and precise transaction timestamp
- Account Issues: Username(s) of affected user(s) and specific permission or access limitations encountered
- Integration Issues: API version in use, integration methodology, and complete error responses received
Providing comprehensive information at the initial contact stage significantly expedites the resolution process and minimizes the need for follow-up information requests.
6. Self-Help Resources
6.1 Available Resources
Prior to contacting support, we encourage you to explore our comprehensive self-service resources:
- Frequently Asked Questions (FAQ): Comprehensive answers to common inquiries, organized by topic and searchable by keyword, available at our FAQ page
- User Guides: Detailed step-by-step instructions for platform features, including annotated screenshots and video demonstrations, accessible at our Guides page
- Policy Documentation: Complete information governing the use of our services, available at our Privacy Policy and related policy pages
- Tutorial Videos: Visual guides demonstrating key platform functions, available on our official YouTube channel at @Paymorz
6.2 Quick Links
Essential policy and legal documents:
We recommend bookmarking these resources for convenient reference when needed.
7. Registered Office Address
Our registered corporate office is located at:
QUANTUMCONA LLP
SURVEY NO 130P AND 115/1P, We Work RAJAPUSHPA,Nanakramguda Main Road, Hyderabad,
Medchal Malkajgiri, Telangana, 500032, India
While we primarily provide customer support via email, this registered address is available for official correspondence, legal notices, and formal documentation when necessary.
8. Important Security and Communication Guidelines
Essential information to ensure secure and effective communication:
- Official Communication Channels: All legitimate communications from Paymorz originate exclusively from the following official email addresses:
- Security Best Practices: Never share passwords, OTPs, or complete card details via email. Our support team will never request this information through email communication
- Ticket Reference Protocol: Always include your ticket number in all follow-up communications, preferably by replying directly to the original email thread to maintain context
- Email Filter Configuration: We strongly recommend adding support@paymorz.com and security@paymorz.com to your email contacts or whitelist to prevent important communications from being filtered to spam or junk folders
- Follow-up Communication: When following up on an existing inquiry, reply to the original email thread rather than initiating a new email to ensure proper context and continuity
Account Security Verification Indicators:
- All official communications will address you by your registered name or business name
- Official emails will include your unique ticket number in the subject line or body
- We will never include unsolicited attachments unless specifically discussed and expected
- All links in official emails will direct exclusively to paymorz.com domains or verified subdomains
- We will never request complete financial information, card numbers, or banking credentials via email
If you receive suspicious communications claiming to be from Paymorz, please follow these steps:
- Do not interact: Refrain from clicking any links, downloading attachments, or providing any information
- Report immediately: Forward the suspicious email in its entirety to security@paymorz.com
- Verify authenticity: Contact support@paymorz.com through official channels to verify the communication's authenticity
- Do not respond: Do not reply to or engage with the suspicious email in any manner
Adherence to these guidelines ensures secure communication, protects your account information, and facilitates efficient issue resolution.
9. Customer Feedback
Your feedback is invaluable in helping us enhance our services and platform:
- Experience Sharing: Share your support experience through our automated post-resolution surveys, which are dispatched following ticket closure
- Improvement Suggestions: Submit ideas for platform enhancements or support service improvements by emailing support@paymorz.com with "Feedback" in the subject line
- Issue Reporting: Report recurring problems or patterns you observe through the "Report Issue" functionality available in your account dashboard
- Service Evaluation: Participate in our feedback surveys following support interactions. We take all ratings and comments seriously and utilize them to continuously improve our service delivery
Your feedback directly influences:
- Support agent training programs and professional development initiatives
- Platform feature prioritization and product roadmap decisions
- Documentation quality and comprehensiveness improvements
- Support process refinements and operational efficiency enhancements
- Service quality metrics and performance benchmarks
We conduct regular reviews of all customer feedback and utilize insights to implement both immediate improvements and long-term strategic enhancements to our platform and support services. Customer suggestions have been instrumental in developing many of our most valued features and service improvements.
For time-sensitive issues requiring immediate attention:
- Urgent Contact Method: Email support@paymorz.com with "URGENT" as the first word in your subject line
- Required Information: Include your registered account email address, relevant transaction ID(s), and a concise description of the emergency situation
- Contact Information: Provide a contact number where you can be reached if immediate communication is necessary
- Availability Window: Specify your preferred contact times if a callback or direct communication is required
Emergency situations that qualify for urgent handling include:
- Suspected unauthorized account access or security breaches
- Multiple consecutive failed high-value transactions
- Payment gateway connectivity issues significantly impacting business operations
- Critical system issues preventing time-sensitive payment processing
- Regulatory compliance concerns requiring immediate attention
We prioritize urgent requests and strive to provide initial response as quickly as possible during standard business hours. For security-related emergencies, please also contact security@paymorz.com.
11. Policy Updates and Revisions
Our support policies are subject to periodic review and enhancement to better serve our customers:
- Regular Policy Reviews: We conduct periodic reviews and improvements of our support policies to enhance customer experience and align with industry best practices and regulatory requirements
- Advance Notification: Significant policy changes are communicated via email at least 30 days prior to implementation, providing adequate time for adjustment
- Current Documentation: The most current version of all policies is always available on our website
- Major Change Communications: Substantial policy updates are highlighted through multiple channels, including platform notifications, in-app banners, and direct email communications when necessary
Recent policy enhancements include:
- Expanded support hours and availability
- Enhanced security verification protocols
- Streamlined ticket escalation procedures
- Improved response time commitments
- Expanded self-service resource library
Policy changes are implemented with careful consideration of customer needs, informed by customer feedback, operational insights, and industry developments. We are committed to continuously improving our support services to be more responsive, effective, and accessible.
We recommend periodically reviewing this page to stay informed about any changes to our support processes and policies.
Thank you for choosing Paymorz. We are committed to providing exceptional customer support and ensuring your experience with our platform is seamless, secure, and successful. Should you require any assistance, please do not hesitate to contact our support team.