We know that sometimes everyone will need help and advice to get the best out of their Pinch account. We try and make things as easy as possible to sign up and start using your account however we know that having help on hand is very important.
At Pinch we feel that email support is the best method, you can read more on why we don't offer phone support here. We are passionate about providing the best support to all of our merchants, large and small.
When contacting Pinch, you can expect a response to your initial query within 24 business hours however in reality it is usually much quicker. It's important that you provide as much information as you can and if possible, use the help widget located on each page in the Pinch portal. This tells us which page you were on when you had the question.
Depending on the nature of the question here are some things that might happen:
- We might request more information such as a specific customer or payment that the issue relates to
- If your question is regarding compliance, we might need to contact our compliance team for an answer
- Screenshots are always very useful, and we might request them
- If the problem relates to your accounting system, we might request that you give us temporary access to the system. Some problems cannot be resolved without this and it goes without saying that we treat access as 100% confidential and will request that our access is revoked after the question is resolved