Support & Escalation
For Niftipay support requests, please contact support@niftipay.com. Official support requests are tracked through our support workflow so they can be prioritised, routed, and resolved properly.
Contact Niftipay Support
Email Support
support@niftipay.comUse this email for:
- Payment issues
- Payout or settlement questions
- API, plugin, or webhook issues
- Onboarding or KYB questions
- Fraud, risk, or chargeback questions
- Account setup or operational support
Telegram — @niftipaysupportbot
One to one. Message @niftipaysupportbot directly, or use the Support button in the bottom-right of your dashboard. Ask it a question, or tell it you need a person — either way it opens a ticket.
In a group. The bot has to be added to the group as a visible admin first. Once it is, tag it — it does not reply to untagged messages. Tagging it with a problem opens a ticket the same way.
@niftipaysupportbot I need to report a bug to the human team about …Email as well when the issue needs a written record you may refer back to: a disputed payment, a missing payout, a chargeback. Email is what gets logged against your account.
What to Include in Your Request
To help the support team resolve requests faster, please include the following where relevant:
Urgent Escalations
Escalation
For urgent issues — including payment outages, payout issues, transactions not updating, webhook failures, or refund issues — email support@niftipay.com and mark the request as urgent. Include the merchant name, transaction reference, payment method, currency, amount, timestamp, a description of the issue, and urgency level. Attach a screenshot where possible.
Support requests submitted via email are tracked, prioritised, and routed to the appropriate team.
Communication Channels
Telegram @niftipaysupportbot is the fastest route. It is what the dashboard Support button opens. Message it directly, or tag it in a group where it has been added as a visible admin. Either way it opens a ticket.
Email support@niftipay.com is the channel of record. Use it when the issue needs a written trail you may refer back to — a disputed payment, a missing payout, a chargeback. Sending both is fine, and for anything involving money it is the better habit.
WhatsApp, Signal and direct messages to individuals are not support channels. Messages sent that way cannot be guaranteed to be received, tracked, or actioned.
Getting Help
Public Documentation
Niftipay's public documentation covers the full API reference, webhook event formats, and integration guides.
niftipay.com/docs
Telegram — @niftipaysupportbot
Message the bot directly, or tag it in a group where it is a visible admin. The Support button in the dashboard opens the same conversation. Every route opens a ticket.
FAQ
How do I accept both crypto and card payments?
Crypto payments use the invoice/QR flow from the Niftipay dashboard. Card payments require a fiat integration to be configured in Settings. Both use the same status model and can both trigger webhooks to the same endpoint.
Can I use Niftipay with my own platform or storefront?
Yes. Niftipay operates as embedded payment infrastructure and connects to your platform via REST API, webhooks, or hosted checkout. Payments appear in your Niftipay orders list and trigger the same webhook events regardless of integration method.
What happens if a customer pays after the invoice expires?
Funds sent to an expired invoice address may not be automatically credited. Email support@niftipay.com immediately with the transaction hash so the payment can be investigated and manually reconciled.
Why is my withdrawal button disabled?
Withdrawals require 2FA to be enabled on your account and a sufficient available balance meeting the minimum withdrawal threshold for that currency. Enable 2FA in Security settings and verify your balance on the Dashboard before retrying.
How do I reconcile payments for accounting?
Export your transactions from the Orders page filtered by status (Paid) and date range. Each export includes reference, amount, currency, chain, and timestamp for your accounting records.
How quickly do withdrawals arrive?
Crypto payments are generally confirmed after the transaction clears on the relevant blockchain. Timing can vary by network conditions, but confirmation is typically completed within hours and may take up to one day. Withdrawal processing follows confirmation and is also subject to network conditions.
Can I test webhooks before going live?
Yes. Use the test endpoint (POST /api/user/webhooks/:id/test) to send a signed test payload to your webhook URL and verify your endpoint responds correctly.
Common Issues Quick Reference
| Issue | First Step |
|---|---|
| Payment stuck on CONFIRMING | Check blockchain explorer with tx hash |
| Balance not updating | Check Orders for the transaction status |
| Withdrawal button disabled | Enable 2FA in Security settings |
| Webhook not firing | Test via POST /api/user/webhooks/:id/test |
| Customer claims payment sent but order shows unpaid | Request tx hash and verify on blockchain explorer |
| Refund not received by customer | Provide customer with the refund tx hash |
| Chargeback received | Email support@niftipay.com immediately with order ID and evidence |