You don’t have to figure it out alone

Should I contact Pat or the merchant?

If you are a customer asking about an order, delivery, cancellation, or refund, start with the merchant named on your receipt or payment page. The merchant is responsible for the goods or services and knows the details of the purchase.

If you are a merchant dealing with account access, setup, a payment record, or payout questions, use Pat's support and contact pages. A support request is not itself a payment reversal or a refund confirmation.

What should I include in a payment question?

Include the payment or receipt reference, amount, currency, approximate time and status shown in Pat. Explain whether the problem happened before or after a payment result appeared.

Describe what you expected to happen and what the screen actually said. A short, accurate account is more helpful than repeated screenshots of unrelated pages.

• The relevant payment or receipt reference.
• The amount, currency, and approximate date and time.
• The payment method and final or pending status shown.
• The exact error message, with sensitive information removed.

What information should I never send?

Do not send passwords, sign-in or verification codes, full card numbers, security codes, or bank-login credentials. Support should not need a customer's complete card details to identify a payment record.

Redact screenshots before attaching them. Use the secure account or payment form when you are asked to submit sensitive verification or payout information, not an ordinary message or a public post.

What if a payment result is uncertain?

Before retrying, check the existing payment record. A slow response does not necessarily mean the customer's bank rejected the payment. Repeating the same sale without checking can create a second charge or a second request.

Tell support which attempt is uncertain and whether you have already retried. Keep the original reference. Do not mark the order as paid just because the customer reached the payment page or tapped a card.

How do I ask about account or country availability?

Explain which business you are setting up, its country, and the setup step that is blocked. If the issue is device-specific, include the phone model and public iOS version, but never include a device passcode.

Check the public support answers first for common requirements. If your situation is not covered, use the current contact options. Do not rely on an assumed response time or a promised approval date that has not been given to you.