How do I manage my support case?
The My Cases section in your PaysafeCard account allows you to create new support requests, review ongoing cases, reply to messages from our team, and upload documents - all without leaving your account.
You can access My Cases under the Help Center section in your PaysafeCard account on desktop or mobile. From there you can:
• Review your currently open and past cases
• Reply to messages from our support team
• Upload documents and files
• Close a resolved case
How can a case be closed?
Cases can be closed by:
• You, via the “Close Case” button
• Our team, once the review is completed
• Automatic merging, if you have another active case
What is the status of my case?
Your support case may go through various stages until it’s resolved. Each status is a quick indication of your case progress within our Customer Service team.
We aim to reply to your message within 48 hours, however in special circumstances our team might need longer to respond. We always try to keep you in the loop of all developments involving your request.
Cases Status | What it means |
New | Your message has been received. |
In Progress | Our team is working on your case. |
Awaiting your reply | We’ve requested additional information from you to proceed. |
Escalated | Your case has been escalated internally, and it may take us longer to reply. |
Closed | The case is considered resolved. |
Closed by you | You have closed the case yourself. |
Merged in active case | The case was a duplicate and was merged automatically. |
Who is Lara?
Lara is our Virtual Assistant, available 24/7 in all supported languages and is easily accessible from both the FAQ section on the PaysafeCard website and inside your personal Help Center. This chatbot can point you to a hassle-free outcome to the issue you are facing or provide you with a list of possible solutions.