Requesting help with your Pinch account

At Pinch we don't offer phone service, but we pride ourselves on delivering fast, attentive customer service through digital channels — including live chat and email.

For Merchants:

To raise a support request you can Submit a Support Request Form here.

Please be as descriptive as possible and provide screenshots if you believe it will help.

We aim to respond to all requests within 2 business days. For urgent issues, we review and prioritise critical requests by end of the same business day.

For Customers/Payers:

For the fastest resolution, we recommend contacting your service provider directly — our agreements with merchants often limit the actions we can take on a payer's behalf. If you do need to reach us, please be aware that we may forward your enquiry to your provider, and response times are not guaranteed outside of emergencies. For urgent billing or payment issues, please use the Support Request Form.

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