Get a human answer.
Payments break at the worst possible moment. What matters is who picks up, what they can see, and how quickly the problem moves to someone who can fix it.
What happens when something goes wrong
One route in
You contact NovaPay directly rather than a general queue shared with unrelated products. Your account, sites and endpoints are visible to the person you speak to.
Terminal, link or account
We establish whether the problem is the terminal, the connection, the integration or the account, because each one has a different fix and a different owner.
Named escalation route
If the first response cannot resolve it, the issue moves to a named escalation path rather than back into the queue.
Replacement and spares
Replacement and spare arrangements are set out in your contract, including who holds spares and how a failed unit is returned.
Field coordination
For unattended sites we coordinate engineer attendance, since the machine cannot be carried to a counter.
Written follow-up
Issues that affect trading are followed up in writing so you have a record for your own reporting.
Talk to the people who would handle your account
Start with a payment review and you will speak to the same team that supports the account afterwards.