Merchant Support Tickets Linked to Invoices and Withdrawals
Open merchant support tickets from the MercanPay panel, link them to an invoice or withdrawal, attach screenshots and keep the whole conversation in one place.
Merchant support tickets in the MercanPay panel let you send any question about payments, withdrawals, integration or your account straight to our team. Instead of a scattered email thread, every issue becomes a numbered ticket, linked to the invoice or withdrawal it's about, with the full conversation on one screen. Here's how to open one and how the system works.
Why support lives inside the panel
Solving a crypto payment issue usually needs the same facts: which invoice, which transaction, which amount, which address. Sending those by email is slow and error-prone. One mistyped invoice ID can add a whole round of back-and-forth.
That's why tickets are built into the panel:
- A ticket is tied to your account, so you don't need to prove who you are.
- You can attach an invoice or withdrawal ID in one click.
- You can add screenshots and PDFs.
- The full history stays in the panel after the ticket closes.
Opening a new ticket
Go to Support in the panel menu and click New ticket. The form has four parts.
Subject and category
Write a short, specific subject. "Invoice paid but no webhook received" gets routed far faster than "Problem". Then pick a category:
| Category | Use it for |
|---|---|
| Payment / invoice | Invoices that don't show as paid, underpaid or late |
| Withdrawal | Pending, failed or questioned withdrawals |
| Account | Application, account details, access |
| Technical issue | Unexpected behaviour in the panel |
| API / integration | Code, webhooks, signature verification |
| Commission / fees | Questions about your rate and fees |
| Other | Anything else |
Priority
There are four levels: Low, Normal, High and Urgent. Choose "Urgent" only when you can't receive payments or withdrawals have stopped completely. Urgent tickets jump the queue, so keeping that level for real emergencies helps everyone.
Reference: invoice or withdrawal ID
An optional reference field takes the related invoice or withdrawal ID, so our team can look at that record directly. The "Copy invoice ID" button in the invoice detail makes this easy.
Message and attachments
Be concrete: what you did, what you expected, what happened. You can attach files:
- Formats: PNG, JPG, WEBP, GIF and PDF
- Limit: up to 3 files per message, 2 MB each
- Shortcut: paste a screenshot straight into the message box
One click from an invoice or withdrawal
Most tickets are about a specific invoice or withdrawal. The invoice detail has "Open a support ticket about this invoice", and the withdrawal detail has "Open a support ticket about this withdrawal".
The link fills in the reference for you. If you already have an open ticket for that record, the panel tells you and points you to it instead of opening a duplicate, so one issue never ends up split across two threads.
Before opening a payment ticket, these posts often answer the question on your side: underpayments, overpayments and late payments, crypto payment webhook events and what block confirmations are.
Ticket statuses
Each ticket is in one of four states:
| Status | Meaning | Whose turn |
|---|---|---|
| Open | The ticket reached our team and awaits review | Support |
| In progress | Our team is working on it | Support |
| Answered | Our team replied | Yours |
| Closed | Done | — |
When we reply, you get an email and a notification in the panel. Tickets waiting for your reply are flagged in My tickets.
Replying, re-opening and closing
Once a ticket is answered, you can:
- Reply: if the issue persists, write back. The ticket re-opens and returns to our team.
- Close it: if it's solved, use "Close ticket".
- Leave it: an answered ticket with no reply for 7 days closes automatically.
You can re-open a closed ticket by replying within 30 days of closing. After that, open a new ticket and mention the old number (e.g. #12).
Rate your experience
Closed tickets can be rated from 1 to 5, with an optional short comment. That feedback helps us improve.
Limits
A few sensible limits keep the system healthy:
- You can have at most 10 open tickets at once.
- The number of new tickets per day is capped too.
- You can search tickets by subject, ticket number or reference.
For related questions, replying on the existing ticket keeps the context together and usually speeds things up.
Tips for a ticket that gets solved fast
The first message matters most:
- Add the reference. If there's no invoice or withdrawal ID, at least include your
order_id. - Share the transaction ID. If a customer says they paid, ask for the TxID and include it.
- Say when it started.
- Attach a screenshot, especially of error messages in the panel.
- Never share secrets. Don't put your password, API key, webhook signing secret or authenticator code in a ticket. Our team will never ask for them.
That last point matters. Anyone contacting you "from support" and asking for codes or keys is attempting fraud. See crypto merchant account security for good habits.
FAQ
Can I open a ticket by email?
Tickets are opened from the panel, which ties them to your account and makes the invoice or withdrawal easy to find. You're notified by email when we reply.
My account isn't approved yet. What should I do?
The process is explained in the MercanPay merchant application.
A customer says they paid, but the invoice isn't paid. Should I open a ticket?
First ask the customer for the transaction ID and check they used the right network and address. If it's still unclear, use "Open a support ticket about this invoice" and include the TxID. A screenshot alone is not proof of payment, as explained in fake crypto payment screenshot scams.
Can I re-open a ticket I closed?
Yes, just reply within 30 days of closing.
Get started with MercanPay
Accept USDT and TRX with a platform where every question is linked to the right invoice or withdrawal. Apply as a merchant and explore the documentation.
