Choose the right enquiry
Use Talk to our team to start a support conversation. If chat is unavailable, use the Contact page and choose Technical support for app issues or crypto-payment enquiries, or Billing question for a fee query. If you are unhappy with how an earlier enquiry was handled, state that you are raising a complaint and include the earlier correspondence or reference.
For a payment problem
Include enough detail to locate the payment without sending account secrets. Copy references as text where possible so they can be checked accurately.
- Your business name and the account email you use.
- The sale or payment-request reference, amount and payment method.
- For crypto: asset, network, transaction hash and approximate time.
- For a card-sale record: the BOS.PAY sale reference, amount and date/time. BOS.PAY only records the sale; contact your card-device provider for payment declines, reversals or settlement issues. Never share full card details.
- The exact status or error, steps already tried and what you expected to happen.
For an app or staff problem
Include the screen name, app version, device/operating system and whether the affected person is the owner or a staff member. Explain whether the issue happens consistently and when it began. Only include screenshots that are relevant and redacted.
For a complaint
Describe what happened, the impact on your business and the outcome you are asking for. Include previous references so the history stays together. Use the same conversation for follow-up where possible. An acknowledgement is not confirmation that the issue has been resolved.
Sensitive documents and follow-up
The public contact form is for an initial description. Ask for the appropriate secure channel before sending identity documents, complete bank statements or confidential records. Do not send passwords, codes, private keys or recovery phrases. Response and investigation requirements depend on the issue; this guide does not promise a fixed turnaround time.