SUPPORT
Get the right help for onboarding, checkout and incidents.
Choose the route that matches the question. Never include passwords, secret API keys, full card numbers or CVVs.
Support and responsibility matrix
| Question | Safe context | Primary owner |
|---|---|---|
| Account/onboarding | Company, product, environment, desired PSPs | HustlePay onboarding |
| Session/callback | Timestamp, environment, order/session ID, non-sensitive logs | HustlePay technical support |
| Authorization/settlement | PSP reference and merchant-account context | Relevant PSP / merchant |
| Refund/dispute/chargeback | Merchant order and PSP reference | Merchant / relevant PSP |
| Security concern | Timestamp, affected environment, impact, safe evidence | HustlePay escalation |
Support questions
Is there a public SLA?
No public response-time guarantee is stated. Contractual commitments, if any, are defined in the applicable agreement. Include only safe identifiers, environment, timestamps, expected behavior and actual results; never send passwords, secret keys, full card numbers or CVVs.
Who handles payment disputes?
The merchant and relevant PSP handle disputes and chargebacks under their agreements. Include only safe identifiers, environment, timestamps, expected behavior and actual results; never send passwords, secret keys, full card numbers or CVVs.
Can I send API keys through the form?
No. Never send passwords, secret credentials, full card numbers or CVVs through a normal support form. Include only safe identifiers, environment, timestamps, expected behavior and actual results; never send passwords, secret keys, full card numbers or CVVs.
What should I include in a checkout incident?
Include the environment, timestamp, order or session ID, expected result, actual result and non-sensitive logs. Do not include credentials or full payment details. Include only safe identifiers, environment, timestamps, expected behavior and actual results; never send passwords, secret keys, full card numbers or CVVs.
Who handles settlement or payout questions?
The merchant should contact the relevant configured PSP because settlement and payouts remain governed by the merchant-PSP agreement. Include only safe identifiers, environment, timestamps, expected behavior and actual results; never send passwords, secret keys, full card numbers or CVVs.
Send enough context, but no secrets
Name the environment, product, safe identifiers, expected behavior and actual result.