Thanks for choosing ValPay as your payments partner.
This page is the one to bookmark. It covers where to send things, what each team handles, and how a query moves between us when it turns out to belong to the other side.
Your ValPay Team
The Partner team guides you through onboarding, implementation and ongoing support.
 Melissa Good |  Carly Jackson |  Kenneth Fallon |  Matthew Gottlieb |  Meagan Love | Adnan Yassine |
You can see the wider team on our team page.
Where to Send Things
Where to send it | What it is for |
Anything before a merchant is live. Integration and API questions, boarding, testing, and go-live planning. | |
[email protected] | Live merchant queries, forwarded on once your Level 1 team has had a look. Please do not copy the merchant in. The line is open Monday to Friday, 9:00 AM to 5:00 PM ET. |
Chargeback notifications, evidence and representment, reason codes, deadlines, and anything about a specific dispute. | |
Funding holds, reserves, underwriting questions, suspected fraud, AML enquiries, and dispute ratio warnings. | |
New sales and merchant application enquiries. |
If you are unsure which one applies, send it anyway and we will move it internally. We would rather it reached us and moved once than sat waiting for the right address.
Our Support Channels Are for Your Team
[email protected] and 1-844-482-0969 are for your team, not your merchants. Payments sit inside your platform, so to your clients it is one product. It reads best when it all comes from you.
Please do
Forward the query to us on its own, with the merchant removed from the thread
Include the merchant name, merchant ID and store ID
Include the transaction, payout or dispute reference where there is one
Tell us what you have already checked, and what the merchant has already been told
Reply to the merchant yourself once we come back to you
Please don't
Add us to a thread the merchant is on, including by reply-all
Give the support line or the support mailbox to a merchant
Forward our reply to a merchant unedited, as it is written for your team and often carries interchange or scheme detail they have no context for
What we will do
Come back to you rather than to the merchant
Ask you first if we need anything further from them
Tell you when we do need to speak to a merchant directly. It happens occasionally, usually where it is the quickest way to sort something out, and you should never be the last to hear about your own client
Pass it back to you and let you know if a merchant contacts us direct
Who Handles What
Merchants using your platform with payments built in see one product. They have no way of knowing whether a query belongs to you or to us, so neither team asks them to work it out.
Team | Handles |
Your platform | Invoice amounts and generation, customer records, scheduling and jobs, tax configuration, catalogue and in-app pricing, platform login and permissions, receipts and confirmation emails, paid or unpaid mismatches and sync failures, and platform bugs or UI faults. |
ValPay Support | Payouts and settlement timing, statements and fee queries, refunds and voids, declines and authentication failures, boarding and KYC progress, payment method enablement, payout bank detail changes, and portal access. |
ValPay Payments Success | Pricing and rate reviews, contracts and notice periods, a merchant considering leaving, expansion and new locations, and any escalation you want raised. |
ValPay Risk | Holds, reserves, terminations, fraud and AML. Please send these to us rather than answering them on our behalf. |
Two questions that settle most cases
Does the record exist in ValPay? If there is no transaction, refund, payout or boarding record, the request never reached us, so it sits with your platform.
Which system holds the truth? Invoice amounts, customers, scheduling, tax and catalogue are yours. Authorisation, settlement, payouts, fees, disputes and boarding are ours.
These two settle almost everything, including questions neither team has anticipated.
How a Merchant Query Moves
Before a merchant is live, everything comes to [email protected]. Integration, boarding, testing and go-live planning all sit in one place so nothing falls between teams during setup.
Once a merchant is live and processing, queries follow three steps.
Level 1 is your software support team. Every merchant query starts with you. You document it, do the initial troubleshooting, and you remain the merchant's point of contact throughout.
Level 2 is ValPay. Where a query needs payments expertise, forward the email to [email protected] with your case notes and the steps already tried, or call the support line on 1-844-482-0969 if it is urgent. Forward it on its own, without the merchant copied in, as above.
Payments Success takes anything commercial or contractual, or any change to how we route between us. This does not go through the support queue.
When a query belongs to the other team
It moves between us, never back to the merchant.
Take first look before handing over, and keep it to ten minutes
Include the merchant and store ID, the ticket reference, what the merchant reported in their own words, what you checked, and what you found
We acknowledge within one business day and tell you who has picked it up, and we ask the same in return
The merchant keeps one point of contact and one reference number wherever possible
A handover without a diagnosis usually comes straight back, which costs the merchant a day and both teams the work twice. If you are not sure who owns something, send it with what you have.
Chargebacks & Risk
Two mailboxes, so a query reaches the right person first time.
[email protected] for anything about a specific dispute: notifications, evidence and representment, reason codes and deadlines.
[email protected] for funding holds, reserves, underwriting questions, suspected fraud, AML enquiries and dispute ratio warnings.
Your contacts are Youssef Maamoun, Risk and Chargeback Manager, and Farah Sibai, Risk and Dispute Specialist.
One request. Please do not confirm, explain or predict a hold, reserve or termination on our behalf, even to reassure a merchant. Send it to [email protected] and we will come back to you with the position.
For the full process, see the Complete Chargeback Process Guide.
Portals & Tools
ValPay Portal â merchant onboarding and account management, transaction and deposit detail, virtual terminal, and processing statements.
Adyen Customer Area â order and assign payment terminals, board terminals, and view terminal inventory. Partners only, so contact your Partner Manager for access or login issues.
Partner Help Center â this site, for partner documentation and troubleshooting.
Merchant Help Center â merchants have their own, separate from this one. They reach it from the Unified Portal by clicking the ValPay logo bottom right.
Getting Started
Save the five email routes from the top of this page, and add the Partner team to your contact system.
Bookmark the portals â this Help Center, the Unified Portal, and the Adyen Customer Area.
Brief your Level 1 team on Who Handles What, and on when to escalate to Level 2. Make sure they know to forward escalations without the merchant copied in, and not to pass the support line on to merchants.
Test the channels â confirm email routing and portal logins work for everyone who needs them.
Welcome to the ValPay partner network.