How can I raise a support ticket?

You can reach out to our support team whenever you have a question or if you are experiencing a problem. We are always happy to help!

Support Ticket

For complex and sensitive matters, we advise you to raise a support ticket with us. You can do so by following this link or by clicking on 'Submit a request' on the top right of our Help Centre.

Technical vs Non-Technical

After clicking on the "Submit a request" button, you will see this menu:

It's really important to choose the correct option, as it helps us identify and resolve issues much faster.

Technical Request is best suited for PIS and AIS-related matters. On the other hand, Non-Technical Request should only be used for account management or proactive communication. Please avoid using it for any transaction-related issues. You can check our articles How do I raise a Payment/PIS request? and How do I raise a Data/AIS request? for more useful information and even a video tutorial.

Also, remember: the more fields you fill out, the quicker we can investigate and get back to you.

Impact Levels

When creating a Technical Request, you will be asked to provide an impact level for your ticket.

Please click the table below to see the definitions for each Impact Level:

Token.io customers can view all tickets raised in a dedicated Ticket Portal.

Once you log your first ticket, you will need to register for an account with your email address, and you will be able to see any tickets raised by you and/or your organisation. If you are unable to see tickets raised by your organisation, and would like to do so, please let the support team know.

Operation Hours

 Raising a support ticket as an end user 

Just to let you know, due to security reasons, we do not store or process any data belonging to our clients' consumers (end users)

If you are an end user, please see this article on how to raise a complaint