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PayTabs Support
Working Hours
• KSA & EGYPT: Sunday to Thursday, 8AM to 5PM Arabian Standard Time
• UAE: Monday to Friday 9AM to 6PM Gulf Standard Time
• Kuwait: Sunday to Thursday 9AM to 5PM (GMT+3)
Escalating Complaints
To escalate any issues on response time, service levels or quality, please contact our customer complaint officer at [email protected]
Please Note: Complaints must include your Merchant ID Number and a brief description of the issue faced. A call-back will be made to the contact number specified as per your Merchant Account.
Service Commitment to You, Our Valued Merchants
Critical
No transactions are being processed.
High
Significant loss or impact of service; i.e. High rejections (Acquirer, System and Risk).
Medium
Moderate Business impact: Moderate loss, transactions continue in an impaired manner. Examples: Transaction Monitoring Inquiries, add/remove currency, add/remove mode of payment, ownership changes.
Normal
Minimum Business Impact: Substantially functioning with minor to no impacts to service. Examples: billing data, refund data, integration support, updating documents, and sales inquiries.
| Availability | 1st Response Time | Target Resolution Time | Channels - Inbound | Channels - Outbound | |
|---|---|---|---|---|---|
| Critical | Working Hours/7 Days | 2 Hours | 8 Hours | WhatsApp, Email, Online Form | WhatsApp, Email |
| High | Working Hours/7 Days | 4 Hours | 48 Hours | WhatsApp, Email, Online Form | WhatsApp, Email |
| Medium | Regular Working Hours Only | 6 Hours | 5 Working Days | WhatsApp, Email, Online Form, Social Media Message | WhatsApp, Email, Online Form, Social Media Message |
| Normal | Regular Working Hours Only | 12 Hours | 10 Working Days | WhatsApp, Email, Online Form, Social Media Message | WhatsApp, Email, Online Form, Social Media Message |
Note: Depending on the nature of the complaint or concern raised, we categorise them under various service levels noted in the table above. These service levels represent and indicate our efforts and drive to support you, our merchants, to succeed. These service levels, however, do not form a legally binding commitment or part of your merchant agreement.
What Our Merchants Say
Introduction to Managing Payments on Merchant Dashboard 2.0
Merchant Dashboard 2.0 Features
How to withdraw available funds?
How to refund?
Merchant Dashboard 2.0: Quick Guides
How do I retrieve my password and missing email notifications after sign-up?
Download quick guide
How do I activate “Two Factor Authentication” on Merchant Dashboard 2.0?
Download quick guide
How do I create an account on Merchant Dashboard 2.0 and access the dashboard for the first time?
Download quick guide
How does PayTabs facilitate my Withdrawals and Settlements?
Download quick guide
What happens to PayTabs Merchant Dashboard when Merchant Dashboard 2.0 account is live?
Download quick guide
How to create sub accounts, create multiple users and navigate ?
Download quick guide
How to locate paid invoices in the transaction panel?
Download quick guide
How to view withdrawable funds and hold days?
Download quick guide
How to Refund an Authorized Sale Transaction?
Download quick guide
Card Scheme Guidelines
Please ensure you adopt and comply with the relevant Card Scheme Brand Guidelines when utilizing respective card scheme logos and branding rules in relation to your online business and online transactions.To learn more about:
VISA Brand Marks: Click Here
MasterCard Brand Guidelines: Click Here
How does the PayTabs settlement cycle work?
Upon signing the agreement, the settlement cycle is defined. Let’s take for example T+7 as the settlement cycle. T+7: 1st day means Transaction day + 7 days. Upon completion of the cycle, the amount will be moved to the available balance.
E-commerce Safety
Share these useful tips for online shopping with your customers
• 7 Tips for Safe Online Transactions Learn More
• Tips to Prevent Ecommerce Fraud during the COVID-19 Pandemic Read More
