Support
How to get help, and what we can actually do.
One inbox, one person reading it. This page says what we can do for you at each stage, and what we cannot do at any of them.
Before you send anything
The fastest help we can give you is the assessment itself. It asks the questions a payment partner would ask anyway, which means our first reply can be a real answer rather than a request for details. It takes about three minutes.
If you are unsure whether your business is worth submitting: send it. A file we cannot place costs you three minutes and gets you a straight answer about why. That answer is usually worth more than the introduction you were hoping for.
While you are waiting for our reply
We answer assessments usually within one business day, and we answer either way. If you have heard nothing after two business days, write to contact@payhighrisk.com — email goes missing, and we would rather you chased us than assumed you had been ignored.
After we have introduced you to a partner
From the introduction onwards, the payment partner takes over: documentation, underwriting, the merchant account itself. You deal with them directly, which is the point — you should have a relationship with the company that holds your account, not with a middleman standing between you.
We stay reachable throughout. What we can usefully do at that stage:
- Explain what they are asking for, and why. Underwriting requests are often clearer once someone tells you what the reviewer is actually worried about.
- Tell you if a request is unusual. Most are not.
- Look again if a partner declines, and tell you honestly whether a second route exists or whether the answer is the same everywhere.
What we cannot do
This list is short, and every line of it has cost someone somewhere a wasted month.
- Approve you. Approval is an underwriting decision taken by a payment partner. We have no vote in it and no influence over it.
- Promise a timeline, a rate, a reserve or a rolling reserve. Those are set by the partner and their acquiring bank, per merchant, after they have seen your file.
- Negotiate on your behalf or present ourselves as a partner’s agent. We introduce; we do not represent.
- Process, hold or move money. We are not a payment gateway, a processor or a financial institution, and we never touch funds.
- Protect you from chargebacks. No one can. Anyone who tells you a payment method makes disputes disappear is describing something you would not want to explain to a bank.
How we are paid
Merchants pay us nothing. We are paid a commission by the payment partner when a merchant we introduced becomes an active client of theirs.
You should know that, because it gives us an interest in placing you somewhere. What we do about it is simple and you can hold us to it: we tell you when we have no realistic route, rather than sending your file somewhere it will fail slowly. A merchant refused after six weeks of underwriting earns us nothing and costs you a quarter.
Your data
For access to your data, correction, deletion, or to withdraw a consent you gave us, write to privacy@payhighrisk.com. We answer within one month, as the GDPR requires. What we hold, why we hold it and who we share it with is set out in the privacy policy.
We are a small operation. There is no call centre, no 24/7 line and no ticket number. What there is, is a person who reads what you send and answers it — including when the answer is no.
PayHighRisk assesses high-risk merchants — business model, jurisdiction, risk profile and processing requirements — and identifies which payment partners could realistically consider the file. We are not a payment gateway or a processor, and we never hold or move your money.
