How We Support You

Payonite support is designed for business users, not retail purposes.

We focus on:

• Fast response times

• Clear technical guidance

• Practical compliance and onboarding assistance

• Direct access to people who understand crypto infrastructure

Getting Support

1. Pre-Sales & General Inquiries

For product questions, partnerships, pricing, or sales contact.

Best for:

• Understanding Payonite’s capabilities

• Evaluating use cases

• Partnership and integration discussions

• Pricing and Service Agreement inquiries

📩 Email: sales@payonite.com

2. Onboarding & Compliance Support

For KYB, onboarding flow, supported industries, and risk-related questions.

Best for:

• Company verification (KYB)

• Supported countries and currencies

• Risk levels and supported sectors

• Documentation requirements

📩 Email: onboarding@payonite.com

3. Technical & Integration Support

For API access, integration questions, webhooks, callbacks, and testing.

Best for:

• API and SDK integration

• Sandbox and production issues

• Webhook configuration

• Routing logic and settlement flows

📩 Email: support@payonite.com

4. Live Customers

If you are already live with Payonite, you will receive:

• A dedicated account manager

• Priority support channels

• Agreed response times based on your contract

Support channels and SLAs are defined in your commercial agreement.

What We Support (And What We Don’t)

Supported by Payonite

• Platform availability and uptime

• On/off-ramp orchestration

• Routing decisions and provider selection

• API functionality

• Settlement and reporting visibility

• Compliance process coordination

Not Supported by Payonite

• End-user consumer support for third-party ramps

• Disputes between merchants and their customers

• Issues originating from external wallets, banks, or blockchains outside our control

We always help you identify the right party and next steps.

Response Times

Our typical response times (business hours):

• General inquiries: within 1 business day

• Technical issues: within 1 business day

• Critical production issues: prioritized handling for live customers

Exact SLAs are defined per customer contract.

Self-Service Resources

You can also find answers in:

• FAQ

• Documentation

• Supported Countries

• Supported Currencies

• Onboarding Guide

These resources are continuously updated.

Contact Us

Not sure where to start?
Reach out and we’ll route you to the right team for guidance.

📩 Email: hello@payonite.com
📍 Business hours: Sunday–Friday, standard business hours (UTC)