Contact Information
Need help with the Pagamio VAS API? Our support team is available to assist you with integration questions, technical issues, and general inquiries.
Support Contact Details
Email Support
- Primary Support: [email protected]
- Technical Issues: [email protected]
- Integration Questions: [email protected]
Phone Support
- South Africa: +27 10 010 6820
- Support Hours: Monday - Friday, 08:00 - 17:00 SAST
- After Hours: Emergency support available for critical production issues
WhatsApp Support
- Business Number: +27 82 123 4567
- Hours: Monday - Friday, 08:00 - 17:00 SAST
Support Ticket System
For tracking and managing your support requests:
- Create a Ticket: Email [email protected] with your issue
- Ticket Reference: You'll receive a unique ticket number
- Track Status: Updates will be sent via email
- Priority Levels: Tickets are prioritized based on severity
Response Times
| Priority | Description | Initial Response | Resolution Target |
|---|---|---|---|
| Critical | Production down, complete service outage | 1 hour | 4 hours |
| High | Major functionality impaired | 4 hours | 24 hours |
| Medium | Minor functionality issue | 8 hours | 72 hours |
| Low | General questions, feature requests | 24 hours | 5 business days |
Sales & Business Inquiries
New Merchant Accounts
- Email: [email protected]
- Phone: +27 10 010 6820
Partnership Opportunities
- Email: [email protected]
Emergency Contact
For critical production issues outside business hours:
- Emergency Hotline: +27 82 999 8888
- Available: 24/7 for Severity 1 issues
- Requires: Active production merchant account
What Qualifies as Emergency?
- Complete API outage affecting all transactions
- Payment processing failures affecting multiple customers
- Security incidents or suspected breaches
- Data integrity issues
Office Location
Pagamio (Pty) Ltd
123 Business Avenue
Sandton, Johannesburg
South Africa, 2196
Office Hours: Monday - Friday, 08:00 - 17:00 SAST
Before Contacting Support
To help us assist you faster, please have the following information ready:
For Technical Issues:
- Your merchant account ID or username
- Environment (Sandbox/Production)
- Transaction ID or reference number (if applicable)
- Error codes or messages received
- Timestamp of the issue
- Steps to reproduce the problem
- Sample request/response (sanitized of sensitive data)
For Integration Questions:
- Programming language and framework
- Code snippets (without credentials)
- Expected vs actual behavior
- API endpoint being used
Self-Service Resources
Before reaching out, check these resources:
- API Documentation: You're here!
- FAQs: Common questions and answers
- Status Page: Current system status
- Error Code Reference: Detailed error explanations
Feedback & Suggestions
We value your feedback to improve our services:
- Email: [email protected]
- Feature Requests: Submit via support portal
- Documentation Issues: Report inaccuracies or unclear content
Last updated: October 2025