A useful support request includes the product or service, a non-sensitive reference and a description of what you expected to happen. If you are using an institution’s public portal, its published support channel is the first point of contact for your application or payment.

For organisations working with CapitalPay

Use the support arrangements in your service agreement. For an initial routing enquiry, choose Product support in our contact form and identify the relevant organisation and system.

Help us understand the issue

Include when the issue occurred, the step involved and any on-screen error wording. Keep passwords, identity documents and full payment-card information out of email and the general contact form. We can arrange a suitable route if further material is required.

Product discussions

If you are exploring a new system, choose a solution and request a demonstration. This helps separate a new project discussion from support for an existing service.