Find out who to contact if you have a question not covered by our Help Centre
We know how busy you are. To help you in the most efficient way, we have the following support teams and contact options available. Please choose the one that is most appropriate for your needs.
Our opening hours are Monday – Friday 09:00 – 17:00 (UK time) excluding Bank Holidays.
Underwriting
All new customer application support including requesting KYC/KYB documentation and application updates/review/approval/declines, pre-vetting, requests to put funds on hold or to remove funds on hold for new applications, and gross settlement approvals for new applications.
0330 128 9855 (option 1)
Implementations
Pre Live implementation support to assist you through the technical onboarding process (integration to Cashflows).
0330 128 9855 (option 1)
Customer Support
Live operational support via telephone and email support on general queries relating to the day-to-day management of the account. This includes payment password resets, unlocking accounts, adding and removing users to AMS, the PCI Portal, or Fast Onboarding, pricing changes, and payment related queries.
Please use this address to formally raise a complaint.
When contacting this team, please always provide a business name and Merchant ID.
0330 128 9855 (option 1)
PCI support
We partner with Viking Cloud. They are the PCI experts so all PCI compliance related questions should be directed to this team. However, Customer Support can assist with admin related queries such as add and remover users to the portal, password resets.
0161 808 2299
Technical Support
Live technical support for all day-to-day technical enquiries and support for transaction-based issues.
0330 128 9855 (option 1)
Card Terminal Support
Live technical queries relating to your card terminal if it has been rented through Cashflows. 0330 128 9855 (option 2)
Chargebacks and Disputes
All chargeback help & assistance, including filing customer documentation to support dispute management & guidance.
0330 128 9855 (option 1)
Risk
Risk should be contacted if you want approval for account changes such as an additional merchant account, to change your business name/address/directors, to add additional currencies, a change in settlement time, to request to move to gross settlement, to request funds to be put on hold or the removal of a hold on funds for existing customers, or to close an account. They should also be contacted if your query is about account risk monitoring, including transaction monitoring.
0330 128 9855 (option 1)
Accounts Receivable
The team provide support for all invoice related questions. They are the team that produce and send invoices to customers that are on gross settlement or use Cashflows Gateway.
0330 128 9855 (option 1)
accounts.receivable@cashflows.com
Direct Debit
The team provide support for all direct debit related queries.
0330 128 9855 (option 1)