What to Provide When Contacting Support
Clear information helps QrX answer faster. Never send passwords, full card numbers, one-time bank codes, PIN codes, API keys or secret tokens.
Consumers: the Two Things We Need Most
Your order number. This is the order number from the merchant, or the QrX transaction number shown on your payment or confirmation page.
The email address or phone number you used for the order.
With these two details our chat assistant can look up your order right away. It can tell you:
the status of the order, for example waiting for payment, paid, refunded or cancelled,
the amount and currency,
the carrier tracking number and the tracking link, when available,
whether your order has a delivery PIN and whether the PIN was sent to you.
For your safety, the assistant never shows the PIN code itself. If the order number and the email address or phone number do not belong together, no order details are shared. Check both and try again, or ask for a person.
Consumers: Helpful Extra Details
Merchant name.
Amount and date of the payment, and the approximate time.
Your bank payment reference, if you think you were charged twice.
A screenshot of the error or the page you see, if something does not work.
A short description of the problem.
How to Reach QrX Support
Chat. Use the chat on the QrX website. The chat only appears after you allow the "Chat & support" cookies in the cookie banner.
Our assistant answers first and hands you to a person when a human check or decision is needed. See "AI-First Support and Human Handoff".
Merchants
Merchant account and channel.
Order reference and QrX transaction id.
Customer email or phone if relevant.
Current status shown in PortalX.
Payment provider reference if available.
Tracking reference if relevant.
For API issues: timestamp, endpoint, response status, and webhook event id.
When It Is Urgent
Say it is urgent if payment is confirmed but delivery is blocked, a customer was charged twice, a production API integration is failing, account security may be compromised, or a privacy or legal request was received.