Support for your account holders works in three tiers:
| Tier | Who | What they do |
|---|---|---|
| Tier 1 | Your institution | You are the first and only point of contact for your account holders. |
| Tier 2 | PayMitto | We investigate and handle operational work when a transfer needs more than the portal shows. |
| Tier 3 | Network partners (Visa, Mastercard, MoneyGram) | We work with them on complex transfers and exceptions. |
PayMitto doesn't contact your account holders unless you ask us to. You keep the relationship, and we work behind you.
Before you escalate
- Open the transfer in the Admin Portal.
- Read the status and the transfer detail.
- If you still need us, create a support ticket from that transfer.
- Keep the conversation on that ticket.
When you escalate, include the transfer confirmation number, the customer's name, the date and time, and a short description of the issue.
What your team can and can't do
You can (depending on your portal role): - Look up transfer status and details - Look up sender profiles and their transfer history - Download the receipt for a Complete transfer - Create and manage support tickets - Cancel a transfer in the portal while it's still eligible
You can't: - Override transfer limits or identity verification results - Approve or reverse transfers on the PayMitto side - Promise delivery timelines that aren't shown on the transfer or confirmed by PayMitto on the ticket