Customer support
Support for Existing Clients
For account questions, integration help, technical faults and processing queries on an account we helped place. Give us as much detail as you can and we will pick it up from there.
Support contact
For existing-client support, account questions, integrations and technical assistance.
On response times
We do not publish a response-time commitment. If payments are down, say so in the urgency field and we will treat it accordingly.
Scope
What Our Support Team Can Help With
Support covers the account and integration work we are involved in. Decisions that belong to the processing provider are relayed, not made here.
- Account and profile questions on an account we helped place
- Gateway and integration questions, including test and live keys
- Declines, authorisation behaviour and processing queries
- Settlement and reporting questions
- Chargeback and dispute handling
- Document and compliance requests from the provider
Who decides what
All approvals, pricing, reserve requirements, settlement schedules and account terms are determined by the applicable processor, acquiring institution, gateway or underwriting provider. Nothing on this website is an offer, a guarantee of approval, or a commitment to specific terms.
Keep credentials out of email
Never send full card numbers, banking credentials, API secrets or passwords by email or through a web form. If something sensitive has to reach us, ask for a secure transfer link.
Support request
Tell Us What Is Happening
Everything here reaches support@aurexpayments.com. The more specific the detail, the fewer rounds of questions it takes.
Other routes
If Support Is Not the Right Inbox
Sending an enquiry to the right mailbox saves a forwarding step.
General question?
Scope, coverage, documentation or partnership questions go to the general mailbox.
Contact usLooking for your portal?
Gateway and processor portals are operated by the applicable providers, not by us.
Client login