# Get help from MolnPay (/help-center/support)



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.

<AppPicture name="support" alt="A sample new support ticket with Invoices and checkout selected, an order reference, a subject, and an explanation filled in." caption="Choose a topic and include the related record so support can investigate. This example ticket has not been submitted." />

## Include the details we can investigate [#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 [#no-account-or-cannot-sign-in]

Write to [support@molnpay.com](mailto:support@molnpay.com), or send the form at [molnpay.com/contact](https://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 [#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 [#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 [#try-the-relevant-guide]

[Payment statuses](/help-center/payment-status), [balances](/help-center/balances), [billing](/help-center/billing), and [webhook delivery](/help-center/webhooks) cover the checks most likely to help before opening a ticket.