How To Request Merchant Support Safely
Share the details needed to investigate while keeping sensitive information secure.
Start Your Request
Contact support@internationalmerchants.com or use the support form on the International Merchants website. Include your business name, a safe contact method, the affected service, what happened and when it happened. If you already have a support reference, include it.
Keep Sensitive Information Secure
Do not send full card numbers, bank account details, identity documents, passwords or API keys in email, chat or a support description. If a document is needed, ask your assigned representative for the approved secure intake route. Check the recipient and link before uploading.
Explain The Issue
Describe the error, affected terminal or gateway and the time and timezone. Share a redacted error message when useful. Avoid including customer payment information. Let support know if processing is affected.
Follow-Up
Support reviews the request and coordinates with the relevant provider when needed. Provider review and internal review are separate steps. A support request does not guarantee a provider decision, refund, shipment or response deadline.