Our dedicated team are on hand to answer any questions you may have. If you can't find the answer to your questions within our Knowledge Base, please feel free to contact us.
The Cardstream Support team are on hand to provide assistance, Monday to Friday (excluding Public Holidays), 9:00 AM until 5:30 PM GMT. 24 hour emergency telephone support is also available for Merchants and Partners.
To ensure the Cardstream Support team provide you with a thorough response we kindly request that when opening a ticket you take the following into consideration:
When Customers are receiving an error code, please include the following information in your request:
Merchant Name/s or Merchant ID/s
Cross Reference/s or Transaction ID/s (if not available time and date the error occurred, along with IP Address)
responseCode/s or responseMessage/s
If your query relates to a commerce module please include the following information in your request:
What version of the platform and module they are using
A copy of the module installed
The back-end configuration details
A screenshot of the error
A list of any additional plug-ins the Merchant has installed
If the Merchant is using their own custom integration (via the Hosted/Direct API), we will require the following:
A copy of the Merchants integration;
A screenshot of the integration.
For each new query, please open a new ticket.