Meet Your Dedicated Partner Team
Meet your dedicated ValPay partner support specialists who are ready to assist you with all your payment processing needs. Our experienced team provides expert guidance and personalized support to ensure your success.
Melissa Good – Partner Manager
Carly Jackson – Partner Lead
Susan Maina – Partner Specialist
Maria Carvalho – Partner Specialist
Meagan Love – Operations Manager
Your Partner team is here to guide you through onboarding, implementation, and ongoing support.
Contact Information & Hours
📞 Phone Support: 1-844-482-0969
Our dedicated phone line connects you directly to our partner support team for immediate assistance with urgent matters.
🕘 Business Hours: Monday–Friday, 9:00 AM – 5:00 PM ET
We're available during standard business hours to provide comprehensive support for all your partner-related inquiries and technical assistance.
📧 General Support Email: support@valpay.com
Support Structure & Escalation Process
Understanding our multi-tier support structure ensures your inquiries reach the right team for efficient resolution. Our organized approach minimizes response times and maximizes solution effectiveness.
Partner Level 1 Support
All merchant inquiries must first go through your level 1 support team. This ensures proper documentation and initial troubleshooting before escalation.ValPay Level 2 Support
We provide level 2 support for complex issues that require specialized knowledge. Contact us after your level 1 team has documented the initial inquiry.Email Escalation
All level 2 inquiries should be directed to support@valpay.com with complete case documentation and troubleshooting steps attempted.
Chargebacks & Risk
All chargeback inquiries require specialized handling and should be directed to our dedicated chargeback support channel for proper routing to our risk management team.
📧 Chargeback Support Email: chargebacks@valpay.com
Risk and Chargeback Manager: Youssef Maamoun
Complete Chargeback Process Guide: Access Guide Here
Essential Partner Resources
Access your most important tools and resources through these dedicated portals. Each platform is designed to streamline your operations and provide comprehensive support for your payment processing needs.
NEW Unified Portal — Access Unified Portal
Handles merchant account onboarding, merchant account management, transaction details, deposit details, virtual terminal, processing statements, and more.Partner Help Center
This Help Center is exclusively for our partners, providing comprehensive documentation, guides, and troubleshooting resources tailored to your needs.Merchant Help Center
Merchants have a separate, dedicated help center. They can access it in two ways: by logging into the Unified Portal and clicking the ValPay logo in the bottom right corner, or directly through the merchant help center link.
Adyen Customer Area Access
The Adyen Customer Area is where partner users can order payment terminals, assign payment terminals, board terminals, and view terminal inventory.
⚠️ Partners Only Access: This secure portal requires proper authentication and is restricted to authorized ValPay partners. Contact your partner manager if you need access credentials or have login issues.
Getting Started Checklist
Follow this checklist to ensure smooth partner onboarding and optimal use of all available resources.
Save Team Contacts — Add all partner support team members to your contact system and familiarize yourself with each team member's role and expertise.
Bookmark Essential Portals — Set up quick access to the Help Center, New Unified Portal, and Adyen Customer Area for daily operations.
Review Support Processes — Understand the escalation structure and ensure your level 1 support team knows when and how to contact ValPay level 2 support.
Test Communication Channels — Test email contacts and confirm portal login credentials are working properly for all team members.
Welcome to the ValPay partner network! Our team is ready to support your success every step of the way. 🎉