Get the right help quickly

Contact Arcana

Email contact@arcanapayments.com. Include your business name, account email and a short description of the outcome you need. If the question concerns a payment, include its payment or invoice identifier.

Include the details that help us investigate

• Account setup: website, registration country, what you sell and requested payment methods.
• Missing method: payment ID, Sandbox or Live, expected method, device and browser.
• Payment status: payment ID, approximate time, current status and what the customer sees.
• Refund or dispute: original payment ID, refund or dispute ID and the latest visible status.
• Integration: endpoint, HTTP status, error code and a redacted request example.
• Access: assigned email, business name and which sign-in step is failing.

Keep sensitive information out of support messages

Do not send full card numbers, security codes, wallet recovery phrases, passkeys, API keys or webhook secrets. Redact unrelated customer information from screenshots. Arcana will specify a suitable route if verification documents are needed.

For customers of a merchant

For an order, delivery, cancellation or return request, contact the business that sold the product or service first. Include the order reference or receipt. Arcana can help with the payment platform, while the merchant manages the purchase and fulfillment.