This article explains how merchants can access the ValPay Help Center, where they’ll find resources related to the Reporting Portal, chargebacks, FAQs, and other support topics.
Merchant vs Partner Help Centers
ValPay maintains separate Help Centers for merchants and partners to ensure each audience sees the most relevant content.
Merchant Help Center:
Designed specifically for merchants, with articles on using the ValPay Reporting Portal, understanding chargebacks, common questions, and troubleshooting.
Partner Help Center:
Partners have access to a separate Help Center that includes onboarding workflows, integrations, and operational documentation.
This article focuses on the merchant Help Center experience.
Accessing the Merchant Help Center
Merchants can access the Help Center in two ways:
Option 1: From the ValPay Reporting Portal
Once logged into the ValPay Reporting Portal, merchants can access the Help Center directly from the portal interface.
The ValPay logo is located in the bottom-right corner of the portal
Clicking the logo opens the ValPay Help Center
Option 2: Direct Link
Merchants can also access the Help Center directly by visiting:
This link can be shared during onboarding or included in merchant communications.
Using the Help Center
Inside the Help Center, merchants can:
Browse articles related to:
The Reporting / Unified Portal
Payments, deposits, and statements
Chargebacks and disputes
Frequently asked questions
Use the search bar to quickly find answers to specific questions
Merchants are encouraged to review or search the available articles before contacting support.
Contacting Support
After a merchant has:
Searched for an article, or
Reviewed existing Help Center content
The Contact Support button will become available.
Selecting Contact Support creates a support ticket
The ticket is routed to ValPay Level 2 Support for review and response
Note: The Contact Support option will not appear until the merchant has attempted to find an answer through the Help Center first.
Why This Matters
The Help Center is designed to:
Provide quick answers without waiting for support
Empower merchants to self-serve common questions
Ensure support tickets include helpful context when submitted
Encouraging merchants to use the Help Center first helps resolve issues faster and improves the overall support experience.
Summary
Merchants can access the ValPay Help Center either through the ValPay Reporting Portal or directly via https://help.valpay.com/en/. The Help Center allows merchants to search and review articles before submitting a support request, ensuring faster and more effective support.