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Stay safe when using support or chat

Know what CanPay Support can ask for, what it cannot do and when a conversation must move to a human agent.

1 min read ยท Reviewed September 21, 2026

Safe to share

A support conversation can use a CanPay ticket number, order number, non-secret payment reference, merchant name, general date, amount and a description of the problem. Redact screenshots before uploading them.

Never share

  • Password or password-reset code.
  • Mobile money PIN, card PIN, CVV or full card number.
  • One-time password for a login, payment or direct-debit approval.
  • A full bank statement or identity document in a general chat.

Limits of automated support

CanPay Support can explain documented processes and suggest safe next steps. It must not claim to see your private account, confirm a payment from your statement, guarantee approval, change a credit limit, waive a fee, approve a refund or decide a dispute. Those actions require authorised human review.

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Still need help with your account?

For application decisions, fraud, payment disputes, refunds or account-specific changes, contact the support team.

Open a ticket Email support