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/scantopay
Email and phone are alternatives — they hit the same teams but the portal gives you tracking and structured fields.
Pick the right channel
All integrators — banks, PSPs, and end users / customers
| You need | Channel | How to reach us | Availability |
|---|---|---|---|
| Day-to-day operational issues, billing, portal questions, general queries, or escalating an existing ticket | Help centre (Preferred) | eftcorp.atlassian.net/helpcenter/scantopay Log, track, and escalate tickets | Mon – Fri Attended 08:00 – 17:00 |
| If you are unable to access the help centre — including L1 end-user / customer queries and production / live issues | Email (Alternative) | [email protected] L1 support · Production / live | Mon – Fri Attended 08:00 – 17:00 |
Banks and PSPs only
| You need | Channel | How to reach us | Availability |
|---|---|---|---|
| Integration and sandbox testing queries | Testing | [email protected] | Mon – Fri Attended 08:00 – 17:00 |
| Transaction disputes, chargebacks, and fraud investigations | Disputes & Fraud | [email protected] | Mon – Fri Attended 08:00 – 17:00 |
Critical / P1, fraud, and escalations requiring immediate attention
| You need | Channel | How to reach us | Availability |
|---|---|---|---|
| Live transaction-impacting incident (Critical / P1), fraud, or an escalation requiring immediate attention | Phone Critical / P1, Fraud & escalations | +27 10 449 1751 | 24/7 Including weekends and public holidays |
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 1751 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.
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 6 days ago