Response Guidelines

Our Customer Success Team is Always Happy to Help

Here’s how you can get in touch with us

To Reach Us

For UAE and other country enquiries:

(No Calls or Voice)

For KSA enquiries:

(No Calls or Voice)

For Egypt enquiries:

(No Calls or Voice)

Other Support Channels:

Response Guidelines, PayTabs
Response Guidelines, PayTabs
Response Guidelines, PayTabs

Quick Solutions

We offer 24/7 online guidance and assistance via our solutions portal.
Have your most pressing questions answered with our helpful articles, guides, and tutorials.
Find out more: PayTabs Support

Working Hours

• Sunday – Thursday
• 8 AM – 5 PM AST Arabian Standard Time (GMT +3)
• 9 AM – 6 PM GST Gulf Standard Time (GMT +4)

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


No transactions are being processed.


Significant loss or impact of service; i.e. High rejections (Acquirer, System and Risk).


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.


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

Customer Reviews

Please do leave us feedback to continue improving your experience with PayTabs.

Quick Access to FAQs, Videos and Tutorials

Click here

Introduction to Managing Payments on Merchant Dashboard 2.0

Click here

Merchant Dashboard 2.0 Features

Click here

How to withdraw available funds?

Click here

How to refund?

Click here

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