How to reach Macropay support, which channels you can use, and what to expect when you ask for help.
Macropay is the Merchant of Record for your sales, so a lot of what would
normally land on your support desk — tax questions, disputes, payment failures —
lands on ours instead. This page shows where to reach us and which channel fits
your question.
Write to us at support@macropay.ai. This is the
fastest path for anything tied to your account: payouts and balances, dispute or
chargeback questions (we handle these for you as Merchant of Record), tax and VAT
remittance, API behavior, and usage- or agent-based billing setup.
The more context you send, the faster we resolve it. Include your organization
ID, the relevant order, subscription, or meter ID, timestamps, and any error
body or request ID returned by the API.
A few expectations keep resolutions fast for everyone:
Share specifics. Detailed reports — IDs, payloads, timestamps — get
answered faster than “it’s broken.”
Check the docs first. Many questions are already covered in self-serve
resources; starting there is often the quickest answer.
Stay collaborative. Keep communication professional and respectful.
Abusive or objectionable messages may end support for that request, and we
reserve the right to decline service in those cases.
We may update this support policy — including channels, hours, response targets,
and plans — at any time and at our discretion. Updates take effect when the
revised version is posted, and continued use of Macropay means you accept them.
