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You can count on our business support.

If you have integrated our services into your business – this is your one stop shop for help and support.

CUSTOMER SERVICE

What can we do for you?

Are you experiencing technical issues? Are you wondering about a deposit or refund to a customer? Reach out, and we’ll get back to you as soon as possible.

Our usual reply time is less than an hour, but we might need up to 24 hours to respond due to varying workloads. Just know that we’re on it.

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FAQ

How to contact us?

You can contact us through the form or email merchant.support@zimpler.com

How can I download reports from the Back Office?

To access transaction and balance reports, go to the Accounting tab in the Zimpler back office.

You can download these reports in two file formats: .CSV and Excel, giving you flexibility based on your preference and software compatibility.

How do I request a settlement?

Go to the Accounting tab in the Zimpler back office, where you’ll find a dedicated button to request a settlement. Additionally, you can set a scheduled settlement date using another button in the same section for added convenience.

How do I top up my balance?

To add funds to your balance, simply transfer the desired amount to our specified bank account. We will quickly allocate the funds to your back office balance when we receive them. All done.

How do I request a change of bank account for Settlements and/or Top-ups?

If you need to update your bank account for receiving settlements or processing top-ups, please send an email to merchant.support@zimpler.com.

In your email, include a request for a change of bank account and attach a recent bank statement (not older than 3 months). Ensure the bank statement includes details such as the beneficiary account holder, IBAN, and BIC for a smooth and efficient processing of your request.

I’m missing a deposit. What do I do?

If a customer’s deposit transaction fails, resulting in a debit without successful crediting, please allow at least 1 business day for us to confirm receipt of the funds. We proactively monitor such situations and will automatically initiate the refund process, eliminating the need for you to contact us. Rest assured, we’ll take care of this for you.

The payout is delayed. What do I do?

In cases where a customer’s payout request hasn’t been processed instantly, it can be due to many reasons. Most often, it’s because of incorrect or closed account details provided by the customer. To resolve this, we require the correct bank account information.

If the delay is due to a technical glitch, rest assured that we are actively working on it. In such instances, processing the payment may take up to 1 business day. So if you haven’t received your funds, and suspect a technical error, please allow us this time to resolve it.

How do I add new users in the Zimpler back office?

All employees at your company assigned the ADMIN_WRITE role in the back office have the capability to authorize and add new users to the system. This role gives the necessary permissions to manage user access efficiently. If you have the required privileges, you can initiate and oversee the process of adding new users seamlessly.

Where can I see the status of my transaction?

To get information about the status of a transaction, you can easily hover your mouse over the status indicator. Doing so will prompt a description with further details to be displayed.

I’m experiencing technical issues. What do I do?

If you experience issues with the processing of deposits or payouts, please reach out to us. You can contact us through our contact form or by sending an email to merchant.support@zimpler.com. We are here to assist you and address any technical issues as quick as possible.

How do you inform me about emergencies?

We do our best to keep our clients informed about any system disruptions. We post all details regarding emergencies and scheduled maintenance in the Zimpler back office. Additionally, you can subscribe to our emergency email notifications, ensuring you stay updated about any critical updates or developments.

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