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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.

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Start here

Email support

Account, billing, payouts, disputes, and product questions.

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Support channels

Which channels you can use depends on how you use Macropay.

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Email

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.

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Bugs & feature requests

Spotted something off, or have an idea that would make Macropay better?
  • Report a bug — include steps to reproduce and the expected vs. actual result.
  • Request a feature — tell us the problem you’re trying to solve, not just the feature you have in mind.

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Working with support

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.

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Changes to this policy

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.