Platform Support

Get direct assistance from the Pixlpay team for technical issues, billing questions, and feature requests.

Overview

Platform Support allows you to submit support tickets directly to the Pixlpay team from within your dashboard. This is your dedicated channel for getting help with platform-related issues, technical problems, billing inquiries, and submitting feature requests.

Unlike customer support tickets (which your customers submit to you), Platform Support tickets connect you directly with the Pixlpay team.

When to Contact Platform Support

Use Platform Support for:

Technical Issues

• Payment gateway connection problems
• Delivery system not working correctly
• API or webhook integration issues
• Discord bot setup difficulties
• Store Builder or customization problems
• Performance or loading issues
• Error messages or bugs

Billing & Plans

• Questions about your subscription
• Plan upgrade or downgrade assistance
• Billing discrepancies
• Payment method issues
• Invoice requests
• Refund requests

Account Issues

• Login or authentication problems
• Two-factor authentication lockouts
• Email verification issues
• Account access concerns
• Store approval questions

Feature Requests

• Suggestions for new features
• Improvements to existing functionality
• Integration requests
• Platform enhancements

General Questions

• How-to questions not covered in documentation
• Best practices guidance
• Custom setup assistance
• Platform capabilities inquiries

Quick Help First

Before submitting a ticket, check if your question is answered in:

• FAQ - Common questions and answers
• Troubleshooting - Solutions to common issues
• Documentation - Complete guides and tutorials
• Discord Community - Fast community assistance

Submitting a Support Request

From Your Dashboard

1. Log in to your Pixlpay Dashboard
2. Navigate to Platform Support in the main menu
3. Click Create Ticket
4. Fill out the support request form
5. Click Submit

Support Request Form

When creating a ticket, you'll need to provide:

Subject (Required)

• Brief, descriptive summary of your issue
• Example: "Stripe webhook not receiving events"

Category (Required)

• Choose the most appropriate category:
  • Billing & Plans - Subscription, payment, or plan questions
  • Technical Issue - Bugs, errors, or system problems
  • Account - Login, access, or account-related issues
  • Feature Request - Suggestions for new features
  • General - Everything else

Priority (Required)

• Select based on impact to your store:
  • Low - Minor issues, general questions
  • Normal - Standard issues affecting some functionality
  • High - Major issues affecting critical functionality
  • Urgent - Store is down or completely unable to process payments

Description (Required)

• Detailed explanation of your issue or question
• Include as much relevant information as possible
• Use the guidelines in the next section

Priority Selection

Please set priority appropriately. Marking everything as "Urgent" when it isn't may delay response times for actual emergencies. We review all tickets promptly regardless of priority.

What Information to Include

To help us resolve your issue quickly, include:

For Technical Issues

1. What you were trying to do

   • Clear description of the intended action

2. What actually happened

   • Describe the unexpected behavior or error

3. Steps to reproduce

   • Numbered list of exact steps to see the problem
   • Example:

     1. Go to Settings > Payment Providers
     2. Click "Connect Stripe"
     3. Enter credentials and click Save
     4. Error appears: "Unable to verify account"

4. Error messages

   • Copy the exact error text
   • Include error codes if shown
   • Screenshot of the error (if applicable)

5. Environment details

   • Browser and version (e.g., Chrome 120)
   • Operating system (e.g., Windows 11, macOS Sonoma)
   • When the issue started occurring

6. What you've already tried

   • List troubleshooting steps you've attempted
   • This helps us avoid suggesting things you've already done

For Billing Questions

1. Account information

   • Store name or subdomain
   • Billing email address

2. Specific concern

   • Invoice number or charge date
   • Expected vs. actual charges
   • Plan you're on or want to switch to

3. Desired outcome

   • What you'd like us to help with

For Feature Requests

1. Feature description

   • What you'd like to be able to do

2. Use case

   • Why this feature would be valuable
   • How you would use it

3. Current workaround

   • How you're handling this now (if applicable)

4. Priority for your business

   • How important this feature is to you

Example Good Ticket

Subject: Stripe webhook returning 404 error

Category: Technical Issue
Priority: High

Description:
Our Stripe webhooks stopped working yesterday around 2 PM EST.
When checking Stripe Dashboard > Developers > Webhooks, all
events are showing 404 errors.

Steps to reproduce:
1. Complete a test purchase on our store
2. Check Stripe webhook delivery logs
3. See 404 response

Error message:
"The requested resource was not found"

What I've tried:
- Verified the webhook URL is correct in Stripe
- Confirmed webhook secret matches our settings
- Checked that our store is not in maintenance mode
- Tested with different payment amounts

Environment:
- Store: gamershop.pixlpay.net
- Stripe account: acct_xxxxx
- Issue started: Dec 15, 2025 around 2 PM EST

Impact:
Orders are completing but delivery is not happening
automatically. We're having to manually deliver all orders.

Response Times

Response times vary by plan level:

Plan	Initial Response	Business Hours
Free	48-72 hours	Monday-Friday, 9 AM - 5 PM EST
Starter	24-48 hours	Monday-Friday, 9 AM - 5 PM EST
Growth	12-24 hours	Monday-Friday, 9 AM - 7 PM EST
Pro	4-8 hours	Monday-Sunday, 8 AM - 10 PM EST

Priority Support

Pro plan subscribers receive faster response times and access to support during extended hours including weekends.

Business Hours

• All times are in Eastern Standard Time (EST/EDT)
• We observe major US holidays
• Urgent issues affecting payment processing are prioritized

Resolution Time

• Initial response time is when we first reply to your ticket
• Resolution time varies based on issue complexity
• We'll keep you updated on progress for issues requiring investigation

Tracking Your Requests

Ticket Dashboard

Access all your support tickets from Platform Support in your dashboard:

Ticket List

• View all tickets with status, priority, and last update
• Filter by status: Open, In Progress, Waiting for You, Closed
• Search by ticket number or subject

Ticket Stats

• Open Tickets - Active tickets awaiting response
• In Progress - Tickets being worked on by our team
• Waiting for You - Tickets awaiting your response
• Resolved - Successfully closed tickets

Ticket Statuses

Status	Meaning
Open	New ticket awaiting initial review
In Progress	Our team is actively working on your issue
Waiting for Store Owner	We've responded and need information from you
Waiting for Platform	You've responded and we're working on next steps
Closed	Issue resolved or ticket closed

Viewing Ticket Details

Click on any ticket to view:

• Complete ticket history and all messages
• Current status and priority
• When the ticket was created
• Last response time and who responded
• All attachments and screenshots

Responding to Tickets

When we reply to your ticket:

1. You'll receive an email notification
2. The ticket status updates to "Waiting for Store Owner"
3. Click the ticket to view our response
4. Add your reply in the message box
5. Click Send Reply

Response Required

If we request additional information and don't receive a response within 7 days, the ticket may be automatically closed. You can always reopen it if needed.

Closing Tickets

You can close a ticket when:

• Your issue is resolved
• You no longer need assistance
• You found an alternative solution

To close a ticket:

1. Open the ticket
2. Click Close Ticket
3. Optionally add a final message
4. Confirm closure

Reopening Tickets

If an issue returns or you need additional help:

1. Find the closed ticket in your ticket list
2. Click to open the ticket details
3. Click Reopen Ticket
4. Add a message explaining what you need
5. Ticket returns to "Open" status

Alternative Support Channels

Discord Community

Our Discord server is often the fastest way to get help:

Benefits

• Real-time community assistance
• Other store owners sharing solutions
• Platform team members active daily
• Quick answers to common questions

Join Discordhttps://discord.gg/bRxMk9QXbq

Best for:

• Quick how-to questions
• General platform inquiries
• Feature discussions
• Community networking

Channels

• #general-support - General questions and help
• #technical-help - Technical troubleshooting
• #feature-requests - Suggest and vote on features
• #bug-reports - Report bugs and issues
• #showcase - Share your store and success stories

Documentation

Comprehensive guides and tutorials:

Store Owner Guide - Complete platform documentation

• Setup and configuration guides
• Feature explanations
• Best practices
• Step-by-step tutorials

Developer Docs - API and integration documentation

• API reference
• Webhook guides
• Code examples
• Integration tutorials

Plugin Docs - Game server plugin guides

• Installation instructions
• Configuration guides
• Troubleshooting

Email Support

For sensitive account matters:

support@pixlpay.net

Best for:

• Private or confidential matters
• Security concerns
• Account-specific issues

Platform Support Recommended

For faster responses and better tracking, we recommend using Platform Support tickets instead of email when possible.

Status Page

Check platform health and ongoing incidents:

status.pixlpay.net

• Real-time system status
• Incident updates
• Maintenance schedules
• Subscribe for notifications

If you're experiencing issues, check the status page first to see if there's a known platform-wide issue.

Common Issues and Solutions

Before submitting a ticket, try these solutions for common issues:

Payment Gateway Not Working

Problem: Unable to connect Stripe or PayPal

Solutions:

1. Verify you're using live (not test) credentials
2. Check API keys are copied correctly (no extra spaces)
3. Ensure your payment provider account is fully verified
4. Confirm webhook URL is configured in provider dashboard
5. See Payment Setup Guide

Products Not Delivering

Problem: Orders complete but items don't deliver

Solutions:

1. Verify game server plugin is installed and running
2. Check API key is correct in plugin configuration
3. Review delivery logs in order details for error messages
4. Ensure delivery commands are valid for your server
5. Try Retry Delivery button on the order
6. See Game Server Integration

Discord Roles Not Assigning

Problem: Purchased roles aren't being assigned

Solutions:

1. Ensure bot has "Manage Roles" permission
2. Verify bot's role is higher than roles it assigns
3. Check role IDs (not names) are configured correctly
4. Confirm customer authenticated with Discord at checkout
5. Customer must use /claim command in your server
6. See Discord Integration

Store Not Loading

Problem: Store shows error or won't load

Solutions:

1. Check if you have an active subscription
2. Verify your domain DNS settings (for custom domains)
3. Try accessing via default subdomain (yourstore.pixlpay.net)
4. Clear browser cache and cookies
5. Try a different browser or incognito mode
6. Check Status Page for incidents

Can't Log In

Problem: Unable to access dashboard

Solutions:

1. Use Forgot Password to reset your password
2. Check email for verification link (check spam folder)
3. If 2FA enabled, ensure authenticator app time is synced
4. Try a different browser
5. Clear cookies for pixlpay.net

If you still can't log in, email support@pixlpay.net directly.

Webhook Not Receiving Events

Problem: Webhooks showing errors or no delivery

Solutions:

1. Verify webhook URL is publicly accessible
2. Check webhook secret matches your configuration
3. Ensure endpoint returns 200 status code
4. Review webhook logs for specific error messages
5. Test with webhook testing tools
6. See Webhook Documentation

API Authentication Failing

Problem: API requests return 401 Unauthorized

Solutions:

1. Verify API token is valid and not revoked
2. Check token has required scopes for the operation
3. Ensure Authorization: Bearer {token} header is correct
4. Confirm using correct API endpoint URL
5. Review API Authentication

Best Practices

Be Specific

• Provide exact error messages
• Include relevant details
• Attach screenshots when helpful

One Issue Per Ticket

• Don't combine multiple unrelated issues
• Create separate tickets for different problems
• This helps us track and resolve each issue properly

Follow Up Promptly

• Respond to our questions quickly
• Check your email for ticket updates
• Provide requested information completely

Search First

• Check documentation before submitting
• Search existing resolved tickets (if you have access)
• Try Discord for quick questions

Keep Tickets Open Until Resolved

• Don't close tickets prematurely
• Confirm the solution works before closing
• It's okay to ask follow-up questions

Getting the Most from Support

Detailed Description The more information you provide upfront, the faster we can help. Include environment details, steps to reproduce, and what you've already tried.

Screenshots and Videos Visual evidence can be incredibly helpful. Use screenshots to show errors, and screen recordings for workflow issues.

Test in Different Environments Before reporting a bug, test in a different browser or incognito mode to rule out browser-specific issues.

Check Documentation Updates We regularly update our documentation with new guides and solutions. Bookmark relevant pages and check back for updates.

Engage with Community The Discord community is a valuable resource. Other store owners may have faced and solved similar issues.

Support Limitations

While we're here to help, please note:

We Can Help With:

• Platform functionality and features
• Technical troubleshooting
• Configuration assistance
• Integration guidance
• Bug reports and feature requests

We Cannot Help With:

• Custom code development for your specific use case
• Third-party plugin or tool support
• General programming or server administration
• Your game server configuration (beyond delivery setup)
• Customer disputes or chargebacks (handled via payment provider)

For custom development needs, consider our Professional Services or hire a developer from our community.

Privacy and Security

Ticket Privacy

• Only you and Pixlpay staff can view your tickets
• Tickets are not shared publicly or with other users
• We treat all ticket information as confidential

Sensitive Information

• Never share passwords in tickets
• Don't include full credit card numbers
• API keys and tokens should only be shared if specifically requested
• We'll never ask for your payment provider login credentials

Data Retention

• Support tickets are retained for service quality and reference
• You can request ticket deletion per our privacy policy
• Closed tickets remain accessible in your dashboard for your records

Feedback

We continuously improve our support based on your feedback:

After Resolution

• You may receive a satisfaction survey
• Your feedback helps us improve
• Surveys are optional but appreciated

Feature Requests

• All feature requests are reviewed by our product team
• Popular requests are prioritized in our roadmap
• You can vote on feature requests in Discord

Need Help Now?

Platform Support: Access your dashboard > Platform Support > Create Ticket

Join Discord: https://discord.gg/bRxMk9QXbq

Email: support@pixlpay.net

Status Page: https://status.pixlpay.net

We're here to help you succeed with your Pixlpay store.