> ## Documentation Index
> Fetch the complete documentation index at: https://docs.payreque.st/llms.txt
> Use this file to discover all available pages before exploring further.

# Getting Help as a Customer

> Contact the business about payments, bookings, refunds or deposits, or get help with a PayRequest page.

## Contact the business first

For an order, invoice, cancellation, deposit release, charge explanation or refund, contact the **business you paid or booked with**. It holds the purchase details and decides how to handle the request.

Use the contact details in its message or website. Where available, sign in to its customer account area and open **Support**. Describe the issue, select the related record if offered and submit the request. Keep the ticket reference and check the thread for replies.

If the portal offers a refund or cancellation request, read the confirmation carefully: submitting the request does not itself guarantee approval, an immediate refund or an immediate cancellation.

Before contacting the business, you can follow [the open-invoice payment guide](/customer-guide/invoice-still-open) or [the subscription cancellation guide](/customer-guide/manage-subscription) for the relevant checks.

## Include the details needed to investigate

* Business name and the email address used for the purchase.
* Invoice, order, booking or deposit reference, if you have one.
* Amount, currency and the date of the payment or authorization.
* What the page says and what you expected to happen.
* For a bank entry: whether it is pending or completed, its displayed description and your card's last four digits.

If the bank appears to show two holds, include the date and amount of **each** entry. Ask the business to verify both references before making another payment or authorization.

> [!WARNING]
>
> Never send your full card number, card security code, bank password or one-time login codes. Crop screenshots to the relevant entries and hide unrelated financial details. Keep customer login and deposit links private.

## A released deposit still appears at the bank

Ask the business to confirm the provider release result, date and time, released amount and payment reference. Your bank or card issuer can investigate why the pending entry is still visible.

A release of reserved funds is different from a refund of money already charged. See [Security deposits for customers](/customer-guide/security-deposits).

## Trouble with PayRequest itself

If a payment page fails to load, a login link does not work or the business cannot resolve a platform problem, email [support@payrequest.io](mailto:support@payrequest.io). Include the business name, page address and error message. Share private access links only with the business or support, never in public.

PayRequest can help investigate the software and payment status. The business remains your contact for its service, terms and approval of deposit charges, cancellations or refunds.

> **[Your customer account](/customer-guide/customer-account)**
>
> Sign in and find available support and account features.

> **[Paying a business](/customer-guide/payments)**
>
> Check a pending or unclear payment before trying again.


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