How can I make contact with the Vyne Support team?
We aim to make contacting us as simple as possible - please Submit a Request.
Please ensure to provide as much information as possible to clarify your issue, including any reference to payments or screenshots to clearly show the issue. This is then sent directly to our Support team to action.
When is Vyne Support available?
Our dedicated Help Centre is available to all our merchant partners and consumers 24/7 and should be able to answer most of your questions.
Should you need any further assistance, Vyne Support staff operate during usual business hours, that being 9AM - 5PM, Monday-Friday.
In what instances should Vyne Support be contacted?
In the event that our Help Centre does not answer your question or you have concerns over a particular payment or aspect of our portal that require investigation by our team, please don't hesitate to reach out to us, we are always happy to hear from anyone in need of assistance.
We also welcome any feedback and suggestions - whether that’s regarding the consumer payment flow, the Vyne portal or anything else around payments taken through Vyne.
What steps are taken to resolve a query?
As the first line of defence, our Support team provides the initial triage, making sure to ask the right questions and gather as much information as possible to help identify the root cause.
This may include requesting screenshots/recordings to better understand the issue. From there, our team have a number of systems and tools available to help identify and troubleshoot any issue.
For issues that may require additional investigation, we can then look to raise these internally through the relevant escalation path. Depending on the severity of the issue, the team may need additional time to investigate and suggest a fix - we'll always look to provide a timeframe where possible.