Support Policy

Getting in touch

Our support team is available to assist you with setup, integrations, billing and any questions about the PayTiller platform. The easiest ways to reach us are listed below, and we encourage you to use the channel that suits you best.

• WhatsApp — +8801911336699
• Phone — +880 1911 336699
• Email — support@paytiller.top

Available support channels

We offer support through several channels so you can reach us in the way that is most convenient. All channels are staffed by our local team and handled with the same level of care.

• Live chat & WhatsApp — best for quick questions and fast responses.
• Phone — for urgent matters that need a human right away.
• Email — for detailed requests, documentation and follow-ups.
• Documentation — our developer docs and help guides cover many topics in depth.

What to expect

We aim to respond to every request as quickly as possible. Our typical response windows are:

• WhatsApp & live chat — usually within a few hours during business hours.
• Phone — answered during office hours, Saturday to Thursday.
• Email — typically within 24 hours.

Response times are targets, not guarantees. During busy periods or public holidays, it may take a little longer — we appreciate your patience.

We're happy to help with

• Account setup, registration and onboarding assistance.
• Guidance on integrating our payment gateway and API.
• Billing, invoicing and payment-related questions.
• Troubleshooting day-to-day platform issues.
• General guidance on getting the most from PayTiller.

Out of scope

Some requests fall outside the scope of our support team and may be handled separately or referred onwards:

• Issues caused by third-party services or plugins not provided by PayTiller.
• Custom development or modifications to your own codebase.
• Abusive, unlawful or fraudulent activity.
• Requests that violate our Terms of Service or Acceptable Use policy.

Escalating an issue

If your issue is not resolved to your satisfaction, you can request that it be escalated to a senior member of our team. Mention "escalation" in your follow-up message and include your original ticket or conversation reference, and we will prioritise it accordingly.

Updates to this policy

We may update this Support Policy from time to time to reflect changes in our practices or operations. Any changes will be posted on this page with a revised "Last updated" date.

Questions about support?

If you have any questions about this Support Policy or need help, please reach out at support@paytiller.top or call +880 1911 336699.