Talk to us
Pick the mailbox that matches your question and it lands with the person who can answer it. Each one below states the response time you should expect — including the ones that carry a legal deadline.
Fastest answer: check here first
Most support email we receive is answered by one of these three pages.
General enquiries
Support, sales, and anything about a charge from us.
Product support
Something is not working, a retry did not fire, an email did not send, or you are stuck in setup.
support@paymentrecoverysystem.comResponse: 1 business day · faster on Pro and Agency
Response targets by planSales & demos
Plan sizing, agency and multi-account setups, discounts for early-stage startups and non-profits, or a walkthrough before you commit.
support@paymentrecoverysystem.comResponse: 1 business day
See pricing firstBilling & refunds
Invoices, plan changes, cancellations, refund requests, and anything about a charge from us.
support@paymentrecoverysystem.comResponse: 1 business day
Refund PolicySecurity, privacy & legal
These reach a dedicated mailbox, not the support queue. Several carry a statutory deadline — sending them to the wrong address costs you time you may not have.
Security & vulnerability disclosure
Report a vulnerability, a suspected account compromise, or a security incident. Covered by our researcher safe harbour.
security@paymentrecoverysystem.comResponse: 2 business days to acknowledge · triaged immediately
Disclosure policyPrivacy & data requests
Access, correction, deletion, or portability requests, GDPR and CCPA enquiries, and signed copies of the DPA.
privacy@paymentrecoverysystem.comResponse: 30 days maximum · usually far sooner
Data Processing AgreementReport abuse or spam
You received an unwanted email sent through our platform, or you have evidence of misuse. Include full message headers if you can.
abuse@paymentrecoverysystem.comResponse: 2 business days to acknowledge
Anti-Spam PolicyCopyright & DMCA
Takedown notices and counter-notices for material stored on the platform. Notices sent elsewhere may not be processed.
dmca@paymentrecoverysystem.comResponse: 2 business days to acknowledge
What a notice must containLegal notices
Contractual questions, notices of dispute under the Terms, trademark complaints, and law-enforcement requests.
legal@paymentrecoverysystem.comResponse: 5 business days
Dispute resolutionAccessibility
A barrier is stopping you from completing a task. Tell us the page, what you were doing, and your assistive technology and browser.
accessibility@paymentrecoverysystem.comResponse: 2 business days to acknowledge · 5 to resolve or work around
Accessibility StatementHelp us fix it on the first reply
Payment problems are almost always diagnosable from four pieces of information. Include them and you skip an entire round trip.
Your account email
The address you signed up with — it identifies the account and the connected Stripe account.
The payment or invoice ID
The Stripe identifier from the payment detail page, e.g. in_… or pi_…. Never send full card numbers.
When it happened
Date, approximate time, and your timezone. Retry and email jobs are timestamped, so this narrows the logs immediately.
What you expected vs what happened
Including the exact error text if there was one, and a screenshot if it is a display problem.
Never send us these
- Full card numbers, CVCs, or expiry dates — we cannot receive them and never need them.
- Your account password, or any Stripe secret key.
- Exported customer lists, unless we have asked and agreed how to receive them securely.
Email is not a secure channel. If we ever appear to ask for a password or a card number, it is not us — forward it to security@paymentrecoverysystem.com.
Already a customer?
Emailing from the address on your account gets you a faster answer — it lets us find your data without a verification round trip.
Sign in to your dashboardBusiness details
For formal notices, procurement forms, and vendor onboarding.
- Legal entity
- Payment Recovery System
- Governing law
- State of Florida, United States
- Venue
- the Florida county in which Payment Recovery System maintains its principal place of business
- Registered address
- Available on request from legal@paymentrecoverysystem.com
Support hours
Monday to Friday, 9:00–18:00 US Eastern, excluding public holidays. Messages sent outside those hours are answered the next business day.
Security reports are the exception — they are triaged as they arrive, regardless of the hour or your plan.
We do not operate a phone line. Written support gives you a record of what was agreed and gives us the identifiers needed to investigate — both of which a call loses.
Or skip the conversation entirely
Connect Stripe and watch it work. 14-day free trial, no credit card, cancel anytime.