Our Customer Success Team is Always Happy to Help
Here’s how you can get in touch with us
• Sunday – Thursday
• 8 AM – 5 PM AST Arabian Standard Time (GMT +3)
• 9 AM – 6 PM GST Gulf Standard Time (GMT +4)
To Reach Us
1) Request for a Call Back: For any questions, or concerns regarding your PayTabs Merchant Account or any of the services we offer, please request for support via our call back service. This service has been introduced as a security enhancement and to increase the speed and quality of resolving your support requests.
A member of our Customer Success team will contact you within 24 hours of receiving your request (excluding Holydays)
2) WhatsApp Chat:
+971 52 218 9208 (No Calls or Voice)
3) We’re ready to listen to your concerns through:
Our Complaint Form
• To escalate any complaints not meeting our response time and levels (shown below), issues on service quality, please contact our customer complaint officer at Complaints@PayTabs.com
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||Frequency of Updates||Target Resolution Time||Channels - Inbound||Channels - Outbound|
|Critical||Working Hours/7 Days||2 Hours||Every 30 Minutes||8 Hours||WhatsApp, Email, Online Form||Phone, WhatsApp, Email|
|High||Working Hours/7 Days||6 Hours||Every 3 hours||48 Hours||WhatsApp, Email, Online Form||Phone, WhatsApp, Email|
|Medium||Regular Working Hours Only||6 Hours||Once a day||3 Working Days||Phone, WhatsApp, Email, Online Form, Social Media Message||Phone, WhatsApp, Email, Online Form, Social Media Message|
|Normal||Regular Working Hours Only||12 Hours||Once a day||5 Working Days||Call Back Request, WhatsApp, Email, Online Form, Social Media Message||Phone, WhatsApp, Email, Online Form, Social Media Message|
"Seamless experience from submitting documents to going live! All thanks to Owais for going extra mile! Thanks"Amit Roushan
"Best payment solutionHasan Ghabboun
best payment solution, fast secure and easy to use"
"Great companyM. M.
I have been dealing with Paytabs’s the marketing team for over a year and a half. I would describe the experience as very positive, as the staff have been very friendly and professional, and are always welcoming of critical feedback. I also found them to be honest in their financial practices."
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.
How to withdraw available funds? Click Here
How to refund? Click Here