Support

Email [email protected]. A person reads it.

Start with the merchant if it is about an order

Fox Pay moves the money; the shop you bought from owns the order. Refunds, cancellations, delivery and "this is not what I ordered" all get resolved faster with them. Come to us when the payment itself misbehaved — charged twice, stuck in action required, a refund that the merchant says they issued but you never received.

What to include

• The payment reference (pi_…) if you have it, or the amount, currency and date.
• The merchant's name.
• The last four digits of the card or the wallet you used — never the full number, and never the CVV. Nobody at Fox Pay will ever ask you for those.
• For crypto: the invoice and the transaction hash.
• What you expected to happen, and what happened instead.

Unrecognised charge

Sign in and check your payments — the merchant's name is on each one. If it is still not familiar, write to us with the amount, date and last four digits and we will identify the merchant. You can always dispute a charge with your bank; that right is not affected by contacting us first.

Merchants

Integration questions, webhook problems, a key you need rotated, or a provider you want enabled: same address, and include your merchant slug, the environment (test or live) and a request id from the response if you have one. If a key has leaked, say so in the subject line and we will revoke it before anything else.

Security reports

Send vulnerabilities to the same address with enough detail to reproduce them. Please read the short rules on the acceptable use page first.

Fox Pay is early software run by a small operation, so replies come when a person is at a keyboard rather than within a contractual window. Anything involving money moving incorrectly goes to the front of the queue.