Contact Support

EMAIL SUPPORT
(CORE CHANNEL)

PAYMENT-RELATED SUPPORT

FAQ CENTER (SELF-SERVICE CHANNEL)

RESPONSE STANDARDS
FOR EMAIL SUPPORT

INFORMATION AUTHENTICITY

DISPUTE
RESOLUTION

I. Supported Contact Channels

This Website provides two official contact channels for you to choose from based on your needs. All channels are free of charge (excluding communication fees charged by your network operator or service provider). Do not contact via unofficial channels to avoid information leakage or property loss.

1. Email Support (Core Channel)

• Official Email Address: service@payworldcard.com

  (This is the core contact channel for global users, covering all types of support needs, including follow-up on urgent issues and handling of complex matters, and providing response services in 8 languages including English, Spanish, French, German, and Japanese)

• Applicable Scenarios:
  • Complex matters requiring detailed description of issues and attachment of materials (e.g., handling of refund disputes, account security issues, feedback on cross-border payment errors, verification of abnormal large-value transactions);
  • Situations requiring retention of written communication records (e.g., submission of formal complaints, consultation on service agreement-related issues, application for account-related certification documents);
  • Handling of urgent issues (e.g., suspicion of account theft, existence of unauthorized payments, need for immediate account freezing; marking the email subject with "[Urgent]" enables priority handling);
  • Issues that are difficult to briefly explain in words (e.g., complex error prompts during system operations, doubts about material submission requirements; screenshots of errors or operation videos can be attached).
• Submission Requirements:
  • Email Subject Format: Please use the standard format "[Issue Type/Urgency Indicator] + [Your Account Name/Order Number] + [Brief Description]". Examples: "[Urgent - Account Security] + user12345 + Unauthorized login records detected in the account" and "[Refund Dispute] + user67890 + Delay in refund for Order No. GP20240601008";
  • Content Description: Clearly explain the issue (including occurrence time, operation scenario, and specific phenomenon), your needs (e.g., "Request immediate account freezing", "Need to verify refund progress", "Consult material submission format"), and valid contact information (registered mobile phone number/alternative email address to ensure timely synchronization of handling progress);
  • Attachment Requirements: If you need to provide supporting materials (e.g., payment screenshots, error prompt screenshots, identification documents, order vouchers), compress the materials into a single file (supporting PDF, JPG, PNG, and MP4 formats, with a file size not exceeding 20MB), and name the attachment as "Order Number/Account Name + Material Type". Examples: "user12345_Screenshots of Abnormal Account Logins" and "GP20240601008_Payment Voucher".

2. FAQ Center (Self-Service Channel)

• Access Method: After logging in to your GlobalPay account, enter the "Help Center - Frequently Asked Questions (FAQ)" page of the Website to browse categorized common questions (e.g., "Payment Issues", "Refund Issues", "Account Security", "Order Management"); you can access the public version of the FAQ without logging in to view basic service rule-related questions.
• Applicable Scenarios:
  • Common questions with standard answers (e.g., "How to bind a Visa card", "What to do if a refund does not arrive on time", "How to modify the registered mobile phone number", "What are the limits on cross-border payment amounts");
  • Situations requiring preliminary understanding of service rules (e.g., "Which countries/regions support e-wallet payments", "Invoice application process", "Account password reset steps");
  • Inquiry about non-urgent operation guidelines (e.g., "How to view payment history records", "How to submit a refund application for a cross-border order").
• Update Frequency: The FAQ Center is updated weekly. New high-frequency questions (e.g., questions related to newly launched payment methods, issues caused by policy adjustments, operation guidelines after system function updates) will be added within 3 working days. Outdated content (e.g., descriptions of old functions, adjusted policy clauses) will be marked as "Obsolete" and promptly removed to ensure information timeliness.

II. Scope of Support Services

This Website's contact support services cover the following business scopes. For issues beyond these scopes, customer service will provide reasonable guidance via email (but will not be responsible for direct resolution):

1. Payment-Related Support

• Consultation on payment methods (e.g., whether a certain type of credit card/e-wallet is supported, differences in payment channels across countries/regions);
• Troubleshooting of payment failures (e.g., analyzing the reasons for "card rejection", "payment timeout", and "abnormal amount deduction", and guiding the resolution of issues such as "insufficient payment limit" and "insufficient account balance");
• Inquiry about payment status (e.g., verifying whether the payment has been successfully credited, confirming the payment transaction time, and inquiring about the transaction serial number of the payment channel).

2. Refund-Related Support

• Guidance on refund applications (e.g., how to submit a refund application for cross-border/domestic orders, refund paths for different payment methods, and a list of supporting materials to be attached);
• Follow-up on refund progress (e.g., inquiring about the current review stage of the refund, estimated arrival time, analysis of reasons for refund failure, and guidance on re-submission);
• Handling of refund disputes (e.g., disputes over the calculation of refund amounts, verification of delays in refund arrival, and tracking of refund funds that have not been received).

3. Account-Related Support

• Account registration and login (e.g., troubleshooting issues such as "unreceived registration verification code", "incorrect login password", and "account lockout", and guiding the account unblocking process);
• Account information management (e.g., guiding the modification of email addresses, binding/unbinding of bank cards, updating of billing addresses, and changing of account real-name authentication information);
• Account security protection (e.g., handling suspected account theft, guiding the setting of two-factor authentication, assisting in account freezing/unfreezing, and inquiring about account login logs).

4. Order-Related Support

• Order inquiry and management (e.g., inquiring about order details, viewing the status of merchant orders paid through this Website, and exporting order vouchers);
• Order modification and cancellation (e.g., whether order information can be modified after payment, how to cancel unpaid orders, and refund rules after canceling paid orders);
• Invoice-related consultation (e.g., how to apply for electronic/paper invoices, methods to correct errors in invoice information, and how to reissue lost invoices or obtain invoice copies).

5. Situations Not Covered by Support

• Issues unrelated to this Website's services (e.g., consultation on the use of bank cards not bound to the account, complaints about the quality/service level of goods sold by third-party merchants, and consultation on the operation of payment tools not supported by this Website);
• Requests that violate laws, regulations, or this Website's rules (e.g., applying for a refund beyond the specified period, requesting the disclosure of other users' account information/transaction records, and applying for modification of effective transaction data);
• Technical issues of non-this Website platforms (e.g., browser crashes during payment, inability to open the Website due to network operator failures, and device system compatibility issues);
• Consultation on non-payment services such as investment and financial management (this Website only provides payment intermediary services and does not involve financial consulting services such as financial product recommendations and investment risk assessment).

III. Response Standards for Support Services

This Website has formulated clear response time limits and processing standards for the two contact channels to ensure the efficiency and quality of support services:

1. Response Standards for Email Support

• Confirmation Receipt: After receiving your email sent to leo@24hemailservice.com, the system will automatically send a confirmation receipt within 1 hour (if you do not receive the receipt, please check the "Spam" folder; if it is still not found, you can resend the email). The receipt contains a unique "Issue Number" (used for subsequent progress inquiries, and you can mention this number in the email body to quickly locate the issue) and the estimated processing time;
• Formal Response Time Limit:
  • Urgent Issues (email subject marked with "[Urgent]", such as account theft, unauthorized payments, and abnormal large-value transactions): A preliminary response (e.g., informing that "the account has been urgently frozen" or "verification of abnormal transactions has been initiated") will be given within 1 hour, and a complete processing result or phased progress update will be provided within 24 hours;
  • Complex Issues (e.g., handling of refund disputes involving third-party merchants, verification of cross-border payment errors, and review of account information modifications): A formal response will be given within 48 hours (if synchronization and verification with banks, payment institutions, or merchants are required, customer service will inform you of the reason for the delay and the estimated feedback time in the email, with a maximum delay of no more than 72 hours);
  • General Issues (e.g., policy consultation, inquiry about operation guidelines, and verification of order status): A formal response containing a clear solution or answer will be given within 24 hours;
• Follow-Up: If the preliminary response does not fully resolve your issue, you can directly reply to the confirmation receipt email (the complete email conversation history will be retained, so there is no need to repeatedly explain the historical situation) to continue communication; customer service will track the issue until it is resolved. After the issue is resolved, a "Issue Resolution Confirmation" email will be sent, including a summary of the processing results and subsequent precautions (e.g., suggestions for security settings after account unfreezing).

2. Support Standards for the FAQ Center (Self-Service Channel)

• Information Accuracy: All FAQ content has undergone double review by this Website's compliance department and business department to ensure consistency with current service rules and operation processes, and to avoid misleading users;
• Search Convenience: A keyword search function is supported (e.g., entering "refund arrival time" or "account lockout" to quickly match relevant questions), and questions are categorized and displayed under five categories: "Payment", "Refund", "Account", "Order", and "Security" to facilitate users in quickly locating the required information;
• Supplementary Guidance: If the FAQ content cannot fully resolve your issue, each question is followed by the guidance "For further assistance, please contact the official email leo@24hemailservice.com" and prompts for the basic information to be provided (e.g., account name, order number) to help you efficiently submit an email application.

IV. User Communication Norms

When using this Website's contact support services, you must comply with the following communication norms. If you violate these norms, this Website has the right to suspend or terminate the provision of support services to you, and will pursue legal responsibility in case of serious circumstances:

1. Information Authenticity

When contacting support, you must provide true, accurate, and complete information (e.g., account number, order number, issue description, and supporting materials); you must not fabricate facts, provide false documents, or conceal key information (e.g., falsely claiming "existence of unauthorized payments" to apply for a refund, tampering with payment screenshots to falsely assert payment failure, or concealing account operation records to mislead customer service judgments); If the information you provide is incorrect or incomplete, resulting in delayed issue resolution or incorrect processing results (e.g., providing an incorrect order number leading to customer service checking the wrong order, or providing an invalid reserved mobile phone number making it impossible to synchronize progress), this Website will not be liable for any losses caused thereby.

2. Communication Attitude

You must communicate via email in a polite and rational manner, and must not use abusive, insulting, threatening, or intimidating language in emails (e.g., insulting customer service staff, or groundlessly threatening to "complain to regulatory authorities" or "expose information"); You must not intentionally harass customer service (e.g., repeatedly sending multiple emails regarding the same issue, sending spam emails unrelated to support needs, or frequently sending blank emails or meaningless content); if you have follow-up needs for an existing issue, please directly reply to the original email (marking the original issue number) to avoid sending a new email which may lead to information omission or duplicate processing.

3. Compliance Requirements

You must not use support services to engage in illegal activities (e.g., consulting via email on how to use this Website for money laundering, requesting customer service to assist in evading regulatory review, or sending illegal and non-compliant information or links); When providing personal information (e.g., identification documents, bank card information, and account login logs) to customer service, you must comply with the data protection laws and regulations of the region where you are located and this Website's privacy policy; customer service will only use this information to resolve the issue, and will delete or anonymize it in accordance with regulations after processing is completed, and will not use it for other purposes.

V. Service Adjustments and Dispute Resolution

1. Service Adjustments

This Website has the right to adjust the service rules, response standards, and FAQ content of the contact support channels in accordance with business development needs or changes in laws and regulations (e.g., optimizing email response time limits, adding FAQ entries related to new businesses); Adjusted content will be announced in the "Help Center - Contact Us" section of the Website or notified to you via the registered email address of your account. The adjustments will take effect 7 natural days after the announcement; if you continue to use the support services after the adjustments take effect, you are deemed to have accepted the adjusted terms.

2. Dispute Resolution

• If you have objections to the quality of support services (e.g., customer service fails to respond within the specified time limit, the issue processing result does not meet expectations, or there is a misunderstanding in email communication), you can submit a complaint via the official email (leo@24hemailservice.com), marking the email subject as "[Support Service Complaint] + Original Issue Number + Account Name", and providing a detailed explanation of the objections and your demands; the complaint handling team will review and provide feedback on the processing result within 3 working days;
• If a dispute arises between you and this Website regarding support services, priority shall be given to resolving it through friendly negotiation (negotiation shall be conducted via the above-mentioned complaint email); if negotiation fails, you may choose the following methods for resolution:
  • File a lawsuit with the people's court having jurisdiction over the place where this Website is registered (Registered Address: [Specific Address]);
  • Overseas users may submit the dispute to an international commercial arbitration institution for arbitration in accordance with its current arbitration rules (Place of Arbitration: New York, USA; Arbitration Language: English; The arbitration award shall be final and binding on both parties).

3. Other Provisions

• These Terms are an integral part of the GlobalPay Website User Service Agreement; if there is a conflict between these Terms and the User Service Agreement, these Terms shall prevail (unless otherwise explicitly stipulated in the User Service Agreement);
• Matters not covered in these Terms shall be governed by the relevant laws and regulations of the region where you are located and the public service standards of the payment industry;
• This Website reserves the final right of interpretation of these Terms, but the interpretation shall not violate the mandatory provisions of laws and regulations; if the interpretation conflicts with laws and regulations, the laws and regulations shall prevail.