The Softpay Support team is ready to help partners and developers with questions, troubleshooting, or account changes. This article explains how to submit a support request and what information to include, so we can assist you as quickly and effectively as possible.
The Softpay Support team is available during office hours weekdays between 09:00 and 17:00 CET and will answer any request as quickly as possible, however please allow for a working day to receive an initial response.
Please note that the Softpay Support team does not provide support for resellers customers directly. Support for a Softpay terminal purchased through a reseller is provided by the reseller.
How to Submit a Ticket
Support requests are handled through email. To create a ticket, send an email to:
Information to Include in All Requests
Please include the following information in every support ticket (if applicable):
Customer name
Acquirer (for example, Nets, Elavon, Swedbank, etc.)
Business registration number
App ID (found at the bottom of the menu in the Softpay app or under Settings → App Info or through AppSwitch or CloudSwitch)
Additional Information by Case
Credentials Resending or Changes (onboarding partners only)
If your request concerns credentials, please also provide:
Original email and phone number
New email and phone number for resending or updating
Integration or Troubleshooting Issues
If your request is about a question or issue with the app or the integration with our API's, please also include:
Short description of the issue
Action you were performing
Expected outcome
Actual outcome (screenshots are very helpful if available)
Exact time and date when the issue occurred, or latest attempt of the action was made
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Device information:
System: Android version and patch level
Hardware: Device make and model
Summary
| Ticket Type | Required Information |
|---|---|
| General | Customer name, Acquirer, Business registration number, App ID |
| Credentials | Original email & phone number, New email & phone number |
| Integration / Troubleshooting | Description, Action performed, Expected vs. Actual outcome, Screenshots, Time and date, Device info (System & Hardware) |