Contact the ICEPAY team

Need help with ICEPAY? Our documentation covers most common questions about integrations, payments, and account configuration.

If you cannot find the answer you need, contact the ICEPAY team and provide as much relevant information as possible so we can investigate the issue.

Seeing an error?

If an API request or payment returns an error, check the Error reference first.

Contact the ICEPAY team

Email the ICEPAY team

The easiest way to contact the ICEPAY team is by email.

info@icepay.com

Schedule a call

Prefer to discuss your question by phone? Schedule a call so the ICEPAY team can prepare for your question in advance.

Schedule a call

Urgent issues

For emergencies or major issues, call the ICEPAY team at +31 20 700 99 90.

For regular questions and integration support, contact the ICEPAY team by email or schedule a call.

What to include

Providing the right information helps us investigate your question more quickly.

Depending on the issue, include:

• Your Merchant ID
• The payment key returned by the API (shown as the checkout key in the Portal), your order or payment reference, and the Portal Payment ID if available
• Whether the issue occurred in Test mode or Live mode
• The date and approximate time when the issue occurred
• The integration you are using, such as WooCommerce, Magento, an ICEPAY SDK, or the ICEPAY Checkout API
• The API endpoint involved, if applicable
• The exact error message or response you received
• A short description of what you expected to happen and what happened instead

For integration issues, request and response examples can also be useful. Remove credentials and sensitive customer information before sending them.

Keep your credentials private

Never send your Merchant Secret, passwords, API credentials, or complete payment card details when contacting the ICEPAY team.

Questions about a payment

If you are a customer who made a payment through ICEPAY, contact the merchant where you made your purchase for questions about your order, delivery, cancellation, or refund.

ICEPAY processes payments on behalf of merchants but is not involved in the agreement between the merchant and the customer.

If you do not recognize a payment on your bank statement, you can use the ICEPAY Payment Lookup to find more information about it.

Find a payment

Look up a payment processed by ICEPAY.