Contact the team with a reference code

Copy the reference code from the error page and send it via the contact page with the time and what you were doing. Never send passwords or customer data.

Before contacting the team, look for the answer in the Help Center; many problems can be fixed straight away, such as No access page (error 403) or Page expired or a form won't submit. If that doesn't solve it, prepare the details below so the team can find the cause without asking you several times.

What the reference code is

Error pages such as Temporary system error or Access denied show Reference code for support: followed by a long string of characters. It points to that exact event in the system logs, so the team can see what happened without asking for your or your customers' personal data.

• Tap the code to select all of it, then copy it

• Or take a screenshot of the whole page

• If the page has no code, note the time the problem happened instead

Send it to the team

1. Open the Contact us page; the link is at the bottom of every page of the website

2. Enter your name and at least one of phone or email, and choose your shop type

3. In Additional details, add the reference code, the time and what you did just before the problem

4. Tick the box agreeing to be contacted, then tap Send message

If the contact page shows the team's LINE, phone or email, you can use those as well. The team replies through the contact details you gave.

How to write it so the team can help quickly

• The store name and the branch you were using

• What you were doing, for example "tapped confirm on the sale page and got an error page"

• Phone or computer, and which browser

• Any related document number, such as the bill number

• Whether it happens again when you retry, and whether it affects everyone in the store or just you

Never send these

• A customer's national ID number, phone number or address

• Your password, two-factor codes or recovery codes; the team does not need them to investigate

• Screenshots that show full customer details; cover or crop that part first

Problems with their own article

• Forgot your password: Forgot your password: reset it by email

• Lost or changed the phone you use for two-factor sign-in: Lost your phone or locked out of 2FA

• Paying for the service and sending the transfer slip: Pay for the service by bank transfer or PromptPay