Support
How to reach the right Scan to Pay team, priority definitions, response times, and what to include in a support request.
Six dedicated support channels, each for a different category of request. Pick the right one to keep your turnaround fast.
The fastest way to raise any ticket is the support portal:
https://eftcorp.atlassian.net/helpcenter/customer
Email and phone are alternatives — they hit the same teams but the portal gives you tracking and structured fields.
Pick the right channel
| You need | Channel | Phone | |
|---|---|---|---|
| Day-to-day operational issues, billing, portal questions, general queries | Day-to-day operational support | [email protected] | +27 10 449 1751 |
| Live incident affecting transactions right now | 24/7 production support | [email protected] | +27 10 449 1784 or +27 71 985 2219 |
| No response within target time, or you disagree with how a case was prioritised | Escalations | [email protected] | +27 10 449 1836 |
| Cardholder disputed a transaction | Dispute management | [email protected] | — |
| Sandbox onboarding, integration questions, UAT, technical product help | Implementation, testing, onboarding | [email protected] | — |
| Logos, brand guidelines, marketing collateral | Marketing | [email protected] | — |
Priority levels and response times
We classify every case by impact. Priority drives the initial response time and how often we update you.
| Priority | Impact | Definition | Initial response | Update frequency |
|---|---|---|---|---|
| P1 Critical | Extensive / widespread | A critical system failure with material impact on end-to-end client service. | On inbound call | Every hour |
| P2 Major | Significant / limited | The system remains active but users are severely impacted. | 1 hour | Every 3 hours |
| P3 Minor | Minimal / none | Day-to-day operational queries not meeting Critical or Major definitions. | 1 business day | Every 2 business days |
P1 or P2 incident affecting live traffic?Call 24/7 production support directly on +27 10 449 1784 rather than relying on email. Email is monitored but a phone call gets the on-call engineer the fastest.
What to include in a support request
To shorten investigation time, structure every request with the fields below.
Email subject line
{Platform / Business Name} - {Short incident description} - {Customer's mobile number}Once we create a case for you we'll reply with a unique tracking number. Keep the subject line intact on all follow-ups — that's how we thread your conversation.
Body template
Mobile number: <customer's MSISDN — e.g. +27831234567>
Date / time: <when the incident occurred, with timezone>
Bug description:
<What you tried and what happened.>
Expected behaviour:
<What should have happened.>
Actual behaviour:
<What actually happened.>
Reproduction steps:
<For API issues: paste the curl command or a minimal code sample.>
<For UI issues: list the exact steps to reproduce.>
Additional information:
<Screenshots, screen recordings, transaction IDs, references — anything else relevant.>If you operate the customer-facing platform, do your Level 2 investigation first and include the findings in the request. The more context you bring, the faster the resolution.
Information we typically need
- Company name
- Your name and contact telephone number
- Scan to Pay reference or transaction ID (if available)
- Cardholder mobile number
- Error message verbatim
- Date, time, and amount of the transaction in question
Security and privacy
Never send card PANs in clear text.Do not include unmasked card numbers in emails, screenshots, or attachments. Use the card BIN (first 6 digits) and last 4 digits instead. Including a full PAN is a PCI DSS violation and will delay your case while we sanitise the channel.
The same applies to:
- Full card expiry dates
- CVV / CVC values
- PINs
- Full account numbers
If you need to share sensitive data for investigation, the support agent will provide a secure channel.
Channel detail
Day-to-day operational support
Monday to Friday, 08:00 to 17:00 SAST (excluding South African public holidays).
For authorisation, clearing, settlement, acceptance, customer onboarding, portal management, billing, analytics, and general product questions.
- Portal: https://eftcorp.atlassian.net/helpcenter/customer
- Email: [email protected]
- Phone: +27 10 449 1751
24/7 production support
Core hours 06:00–23:00, non-core 23:00–06:00 SAST. Always available for incidents.
First-line support for network incidents, change and problem management. Includes monitoring and alerting on the network infrastructure and real-time transaction performance.
- Portal: https://eftcorp.atlassian.net/helpcenter/customer
- Email: [email protected]
- Phone: +27 10 449 1784 or +27 71 985 2219
Escalations
Use only if you haven't received a response within target time, or you believe a case has been prioritised incorrectly.
- Portal: https://eftcorp.atlassian.net/helpcenter/customer
- Email: [email protected]
- Phone: +27 10 449 1836
Dispute management
Support to acquirers and merchants for cardholder disputes on Scan to Pay transactions. The standard dispute process within your acquiring bank still applies — this team handles the Scan to Pay-side aspects.
- Email: [email protected]
Implementation, testing, and onboarding
Pre-production support: new integrations, sandbox loading, test management, API and SDK questions, technical product clarification.
- Email: [email protected]
Marketing
Logos, brand guidelines, co-marketing requests, and acceptance assets.
- Email: [email protected]
What's next
- Request sandbox credentials → start at Sandbox and test cards
- Diagnose a transaction state → Transaction states
- Look up an ISO response code → ISO response codes
- Find the right integration for your business → Choose your integration
Updated 1 day ago