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Making sure nothing gets in the way of payment processing

Support when you need it

Our range of Standard and Premium Support services, contingency planning, disaster recovery and emergency submission services keep your payments on track, no matter what.   

Our team of product and industry experts, with their decades of combined payment experience, are ready to help when you need them.


How to contact our Support desk

Fast access to our Support team via their own dedicated email and direct telephone number:

T  01462 708 444

"The PayGate support service is professional and response time is exceptional."

Martin Morris, Cyngor Gwynedd Council

Peace of mind with PayGate Support

  • Dedicated email and telephone number
  • UK-based security-cleared team
  • Automated ticketing case management
  • Extended hours option
  • Emergency transmission service
  • One-hour first response SLA for P1 issues

Find the right service for you

Choose from a range of support options that best suit your business, all delivered by a UK-based, security cleared support team.

Standard Support

  • Access Monday to Friday 09:00-17:00
  • Add optional Goldstar Contingency with submission upto 16:00 

Premium Support

  • Extended access Monday to Friday 09:00-21:00 
  • Goldstar Contingency with submissions up to 20:00


Goldstar Contingency: 100% payment protection

Goldstar is our emergency transmission service, included in the Premium Support package and available as an add-on to Standard support.

This cost-effective annual subscription service is the safety net when your payment processing is in jeopardy.  In the event of a disaster situation, where you’re unable to process or submit payment files to Bacs, we can transmit files on your behalf with our Bacs-approved Bureau status.  Choose how you want us to receive your files - from yourselves or directly from your customers.

If you provide Bureau services, Goldstar Contingency safeguards your customers' payments too, by simply linking their SUNs.

Protect your payments and enjoy total peace of mind with Goldstar Contingency.


"Thankfully we've had few occasions to use the Goldstar emergency service, 

but reassuringly when we've needed it, it worked brilliantly."

Mike Phillips, Pembrokeshire County Council 

Automated support ticketing

Whichever method you choose to contact our support desk, a ticket with a unique case number is raised on our system.  An automatic email is generated confirming your ticket number.  Each case is assessed by one of our engineers and assigned a priority level in line with the nature of the issue.

Easily stay in touch with your support representative or add more case information to your ticket by replying directly to the system emails.  Regular updates will be sent right up until your case is resolved.

  Priority 1

Major fault preventing payment processing 

  Priority 2

Major fault causing impaired service

  Priority 3

All other service incidents