> ## Documentation Index
> Fetch the complete documentation index at: https://docs.pawapay.io/llms.txt
> Use this file to discover all available pages before exploring further.

# Contacting our support

<Tip>
  Our dedicated support team operates around the clock, 24/7, to assist you with any queries you may have regarding your transactions or the functionalities of our platform.
</Tip>

You can contact our Support team by signing into the PawaPay Dashboard and selecting the "Payment Support" link from the "Help" menu in the top-right of the Dashboard.

<Frame>
  <img src="https://mintcdn.com/pawapay/QU0onCdaBSY2wigD/images/dashboard/help_menu_payment_support.png?fit=max&auto=format&n=QU0onCdaBSY2wigD&q=85&s=8f2b3050cf21232d693f232c8a081a77" width="100%" data-path="images/dashboard/help_menu_payment_support.png" />
</Frame>

<Info>
  Note: "Payment Support" is only available on Production, not the Sandbox.
</Info>

Then select the type of query you have.

<Frame>
  <img src="https://mintcdn.com/pawapay/Pk3JnM_odjIaPrZw/images/dashboard/support_widget.png?fit=max&auto=format&n=Pk3JnM_odjIaPrZw&q=85&s=c98dab4e85f1941eadc4cf8b26beba31" width="343" height="356" data-path="images/dashboard/support_widget.png" />
</Frame>

#### Payments

From the *Payments* form, select an option from the *Category* dropdown — these include:

| Category                | Description                                                                                                                                                                                                                                                  |
| ----------------------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------ |
| Missing deposit enquiry | To enquire about deposits which do not reflect in the PawaPay system, but are deemed as successful by the MMO. <br /> *For example, you have a MMO financial ID of a successful deposit transaction that you are unable to locate in the PawaPay Dashboard.* |
| Deposit status enquiry  | To enquire about deposits which reflect in the PawaPay system, but you are seeking for further clarification.                                                                                                                                                |
| Payout status enquiry   | To enquire about payouts which reflect in the PawaPay system, but you are seeking for further clarification.                                                                                                                                                 |
| Other                   | In case you have any other questions about transactions on your PawaPay wallets.                                                                                                                                                                             |

##### What to include in a *Payments* request?

To help us resolve your request quickly and effectively, please include as many relevant details as possible. This will allow us to identify, investigate, and address the issue more efficiently.

| Detail                           | Description                                                                                                                                                                                                                                                                      |
| -------------------------------- | -------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| Amount                           | The amount in country specific currency.                                                                                                                                                                                                                                         |
| MMO transaction ID               | This is the ID that the customer would see for this transaction. <br />*Particularly important for reconciling payments that do not appear in our dashboard or are not in a final state. Read more about [Transaction statuses](/dashboard/transactions/transaction_statuses) .* |
| Phone number (MSISDN)            | The phone number of the customer. <br /> *For mobile money, this is the equivalent of a bank account or card number.*                                                                                                                                                            |
| Date and time                    | The date and time the problem occurred. <br /> *Particularly important for reconciling payments that do not appear in our dashboard.*                                                                                                                                            |
| Transaction ID                   | The ID of the deposit, payout or refund as seen in our dashboard.                                                                                                                                                                                                                |
| Additional details & attachments | Any additional details about your request, plus any relevant attachments (optional).                                                                                                                                                                                             |

#### Wallet to bank settlement

Use this in order to request for a settlement of funds from your PawaPay wallet to your bank account.

#### Bank to wallet top up

Use this in order to request to top up your PawaPay wallet.

#### Other enquiries

From here you can enquire about:

| Category                           | Description                                                                                                                                                                                                  |
| ---------------------------------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------ |
| Financial statement enquiry        | Use this if you have any questions about the data displayed on your financial statements.                                                                                                                    |
| General Finance & Treasury enquiry | In case you have any other questions related to Treasury or Finance.                                                                                                                                         |
| Raise a complaint                  | Please use this form to submit a formal complaint regarding our service, product or an issue at hand that requires further investigation. We take all feedback seriously and aim to resolve issues promptly. |
| Other                              | In case you have any other general questions.                                                                                                                                                                |