Support Policy
Last Updated: April 1, 2026
1. Purpose
This Support Policy outlines the support services provided by TransactBridge (“TransactBridge”, “we”, “our”, or “us”) to merchants, customers, and platform users.
The purpose of this Policy is to ensure that users of the TransactBridge platform receive timely assistance, guidance, and issue resolution relating to the use of our services.
This Policy should be read together with the Terms of Service, Merchant Terms, and other applicable policies governing the use of TransactBridge services.
2. Scope of Support
TransactBridge provides support for issues related to the operation and use of its platform and services, including:
- Account access and platform usage
- Payment processing issues
- Merchant onboarding assistance
- Transaction status inquiries
- technical platform issues
- API integration guidance
- dispute and chargeback inquiries
- general service-related questions
Support is provided in accordance with internal service procedures and operational capabilities.
3. Support Channels
Users may contact TransactBridge support through the following channels:
Email Support:
support@transactbridge.com
Merchant Dashboard Support:
Registered merchants may submit support requests through the merchant dashboard or support portal where available.
Compliance or Legal Matters:
compliance@transactbridge.com
TransactBridge may introduce additional support channels from time to time.
4. Support Hours
TransactBridge aims to provide support during standard business hours.
Support availability may vary depending on:
- the nature of the inquiry
- operational requirements
- the user’s service tier or agreement
- regional time zones
Certain automated systems and platform monitoring tools operate continuously to support platform reliability and security.
5. Response Times
TransactBridge strives to respond to support inquiries in a timely manner.
Response times may vary depending on the complexity and priority of the request.
Typical response targets may include:
- General inquiries: within 1–2 business days
- Technical issues: as soon as reasonably practicable
- Critical platform issues: prioritized investigation and response
These response targets are indicative and may vary depending on operational circumstances.
6. Merchant Responsibilities
Merchants and users seeking support are expected to provide accurate and sufficient information to allow TransactBridge to investigate and resolve issues.
This may include:
- transaction identifiers
- account information
- relevant screenshots or logs
- description of the issue encountered
Failure to provide adequate information may delay resolution.
7. Limitations of Support
TransactBridge support services are limited to assistance related to the functionality and operation of the TransactBridge platform.
Support does not include:
- legal advice
- tax advice
- financial or investment advice
- assistance with third-party systems not controlled by TransactBridge
Users are responsible for obtaining appropriate professional advice where necessary.
8. Abuse of Support Services
Users must not misuse or abuse TransactBridge support channels.
Examples of misuse may include:
- submitting false or misleading information
- repeated or abusive communications
- attempts to bypass compliance or risk procedures
TransactBridge reserves the right to limit or restrict support services where misuse is identified.
9. Escalation of Issues
If a user believes that an issue has not been resolved satisfactorily, the matter may be escalated for further review in accordance with TransactBridge’s Complaint Handling & Escalation Policy.
10. Service Changes
TransactBridge may modify, expand, or limit support services from time to time in response to operational needs, platform changes, or service improvements.
Any updates to this Support Policy will be reflected on the TransactBridge website.
11. Contact Information
For support requests or inquiries, please contact:
Email: support@transactbridge.com
For compliance matters: