Help & Support

Quick answers and the right place to go next, depending on whether you're a merchant accepting payments or a customer who paid one.

Are you a merchant or a customer?

For customers — common questions

How do I manage my saved cards?

Visit pay.sknpay.com/wallet, enter the email you used when paying, and we'll send a 6-digit code to verify it's you. From there you can see and remove your saved cards. (No password required.)

I have a question about a payment I made

Sign in to your wallet at pay.sknpay.com/wallet and open the recent payment. Click the flag icon to send a message directly to the merchant — they'll reply to your email. SKN Pay receives a copy as an audit trail.

I see a charge I don't recognise

Check the merchant name on your card statement first — many merchants accept payments through SKN Pay, and the name on the statement is the merchant's, not ours. If you still don't recognise it, open it in your wallet and use the “Report a problem” button to flag it as unauthorised. The merchant will receive your message; SKN Pay is BCC'd and will step in if the issue isn't resolved.

I'm waiting for a refund

Card-network refunds typically post in 5–10 business days. SKN Pay submits the refund the moment the merchant approves it; from there it's in your bank's hands. If it's been more than 10 business days, contact your bank first — they have visibility into the credit posting. If they confirm nothing has come through, ask the merchant to resend.

Will my card details be safe with SKN Pay?

Yes. Card data goes directly from your browser to NMI's PCI-compliant payment iframes. SKN Pay never sees your card number or CVV — we only store the brand, last four digits, expiry date, and a vault token that lets us charge the same card again at your request.

For merchants — getting started

Once you're signed up:

• The full guide is in your dashboard at app.sknpay.com/dashboard/help — payment links, invoicing, refunds, branding, security, the customer wallet, and an FAQ.
• The ? icon in the dashboard top bar is always a one-click route into the help section.
• If you're evaluating SKN Pay before signing up, see the homepage for an overview.