Get help from MolnPay
Open a support ticket and include the details that help us investigate your issue.
Open Help → Support tickets in your dashboard. Choose the new-ticket action, select the topic, attach the related record when applicable, and describe what happened.
A person at MolnPay reads every ticket. Replies appear in the dashboard and by email.
Include the details we can investigate
| Issue | Helpful information |
|---|---|
| Invoice or payment | Invoice ID or order reference, expected amount, payment status, and when it happened. |
| Missing deposit | Transaction hash, coin, network, destination, and approximate time. |
| Withdrawal | Withdrawal ID, displayed status, and transaction hash if available. |
| API request | Request ID, endpoint, time, and the error message. |
| Webhook delivery | Endpoint or delivery ID, response status, and the error detail. |
| Plan or fee top-up | The merchant, transaction hash, network, and the screen you used to top up. |
Tell us what you expected and what appeared instead. A screenshot can help, but hide unrelated customer information and secrets before attaching it.
No account, or cannot sign in
Write to support@molnpay.com, or send the form at molnpay.com/contact. A person reads every message and replies by email. Write from the address your account uses, so we can find it, and never include a password or a code.
Follow the reply
Return to the ticket in Support tickets to read replies and provide the information requested. Keep follow-up details in the same ticket so the context stays together.
Keep secrets out of tickets
Never include a password, API token, webhook signing secret, authenticator code, or recovery code. Record IDs and request IDs let support investigate without those secrets.
Try the relevant guide
Payment statuses, balances, billing, and webhook delivery cover the checks most likely to help before opening a ticket.