Open and manage a support ticket

Create a useful ticket

1. Choose the closest category: complaint, inquiry, technical or other.
2. Use a specific subject and explain what happened, what you expected and the exact error message.
3. Include relevant CanPay order, ticket or payment references, dates and amounts.
4. Attach only necessary evidence and hide unrelated personal or financial information.
5. Submit once, then reply in the same thread for the same issue.

Ticket states

A new ticket begins pending and can move to in progress when the conversation continues. You can list your own tickets and messages; one account cannot read another customer’s ticket. The portal also supports closing resolved tickets.

Automated assistance

An automated CanPay Support reply may provide general guidance while a human agent is pending. It cannot access private account details, approve applications, change balances, process refunds or settle a dispute. A human should review any case requiring those actions.