Troubleshooting
When to ask Ordafy for help
Recognise issues that need investigation and send a safe, useful support request.
Escalate the right issues
Use Ordafy Support when you or the merchant have completed the visible steps but the problem cannot be resolved safely.
- Identity verification or a contract stays stuck after all requests are complete
- A payout, refund, or settlement status conflicts with verified records
- Business ownership, territory, or account access appears incorrect
- A repeatable app error blocks onboarding or normal work
- You suspect fraud, account compromise, or exposure of sensitive information
Send a useful support request
Open Support in your partner dashboard and create a ticket. Include the affected partner or business name, the relevant order, booking, payment, or application reference, the time it happened, what you expected, and what actually happened.
Add a safe screenshot if it helps. Keep replies and new evidence in the same ticket so the support team can follow the full story.
Protect sensitive information
Never include passwords, security PINs, full card details, full bank security details, or unnecessary identity documents in a support request.
If Support is unavailable in the dashboard, email partners@ordafy.com. For urgent security or payment risk, state the impact clearly and stop repeated attempts that could make the problem worse.