Guidelines for support requests

Send support requests to support@lotuspay.com. Be sure to include relevant subject line, LotusPay resource ID, screenshot and error message.

A few tips to help your organisation get the best out of our support service.

• If you have various teams/branches using LotusPay, they should contact your central team for support. Your central team should address their queries if possible. If you're unable to address their queries, you may contact us for support. We provide support to your central team only, as your other teams may not be familiar with our software.

• Provide the proper training to your teams so that they know how to use the LotusPay software.

• Check this Knowledge Base for solutions, and encourage your colleagues to do so too. You'll find that most queries are addressed here.

• When sending us support requests, for each separate issue send us a new email with relevant subject line.

• Write from the email address of a registered user in your merchant account.

• State the merchant account ID that you are contacting us about.

• State the LotusPay resource ID that you are writing about e.g. the Source ID. Without our resource ID, we can't assist.

• Explain the issue in detail, and include screenshots where appropriate.

• If your request is urgent, add 'Urgent' in the subject line.

• Do not forward us your internal email conversations. As a policy, we do not read forwarded email conversations.

• Do not send us any sensitive details like API keys and passwords.

• Do not Cc any external parties like your banks or vendors.

LotusPay will reply to your support request within one working day, and usually sooner.

Example support request

Here's an example of an appropriate support request:

From: xyz@merchant (registered email address)
To: support@lotuspay.com
Subject: Unexpected response in the LotusPay API

Dear LotusPay Support team,

Merchant account ID: ME0054ICRAOXYZ

We are seeing an unexpected response in the LotusPay API.

Source ID: SC00513TMKKXYZ

Error message: ...

Screenshot attached.

Please advise.

Regards,

Name